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Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia

Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia

Nigel Martin, John Rice
Copyright: © 2011 |Volume: 7 |Issue: 3 |Pages: 19
ISSN: 1548-3886|EISSN: 1548-3894|EISBN13: 9781613506875|DOI: 10.4018/jegr.2011070103
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MLA

Martin, Nigel, and John Rice. "Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia." IJEGR vol.7, no.3 2011: pp.38-56. http://doi.org/10.4018/jegr.2011070103

APA

Martin, N. & Rice, J. (2011). Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia. International Journal of Electronic Government Research (IJEGR), 7(3), 38-56. http://doi.org/10.4018/jegr.2011070103

Chicago

Martin, Nigel, and John Rice. "Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia," International Journal of Electronic Government Research (IJEGR) 7, no.3: 38-56. http://doi.org/10.4018/jegr.2011070103

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Abstract

This paper uses data from a program of customer interviews and focus group research conducted by the Australian government to develop an electronic services evaluation and design framework. A proven theory building approach has been used to develop and confirm the various components of electronic government (e-government) use and satisfaction from original government studies conducted in Australia and to create the new evaluation framework. Building on the extant e-government literature, the reintroduction of the original data into the framework yielded some emergent observations and insights for future e-government design, including the somewhat paradoxical importance of human contacts and interactions in electronic channels, service efficiency and process factors that impinge on customer satisfaction and dissatisfaction, and a potential growth trajectory for telephony based e-government for older segments of the community.

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