Abstract
E-government benchmarking can be defined as the process of classifying e-government according to some agreed best practices. It can be used to benchmark, evaluate achievements and identify missing best practices for stakeholders. The purpose of this paper is to propose and build a new benchmarking framework for e-government portals, which is based on measurement of best practices using a best practice model. To achieve this purpose, we have identified useful guidelines to build a new benchmarking framework based on an analysis and discussion of the five most famous e-government benchmarking frameworks in the literature. As a result a new framework referred to as Measurement Based e-Government Benchmarking Framework (MBeGBF) is proposed which moves beyond the actual benefits of these ordinary frameworks by providing guidelines and best practices for agencies to improve their portals’ quality.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Similar content being viewed by others
References
Bhutta, K.S., Huq, F.: Benchmarking–best practices: an integrated approach. Benchmarking Int. J. 6, 254–268 (1999)
Schellong, A.: EU eGovernment benchmarking 2010+. Camb. MA Inst. Quant. Soc. Sci. Harv. Univ (2010)
Nurdin, N., Indonesia, M.P., Stockdale, R., Scheepers, H.: Benchmarking Indonesian local e-government. Benchmarking 7, 15 (2012)
Peters, R.M., Janssen, M., van Engers, T.M.: Measuring e-government impact: existing practices and shortcomings. In: Proceedings of the 6th International Conference on Electronic Commerce, pp. 480–489 (2004)
Mosse, B., Whitley, E.A.: Critically classifying: UK e-government website benchmarking and the recasting of the citizen as customer. Inf. Syst. J. 19, 149–173 (2009)
West, D.M.: E-government and the Transformation of Service Delivery and Citizen Attitudes. Public Adm. Rev. 64, 15–27 (2004)
West, D.M.: Global e-government, Center for Public Policy. Brown University, United States (2007)
European Commission, Benchmark Measurement of European eGovernment services, 8th Benchmark Measurement. Rep. Prep. Capgemini Rand Eur. IDC Sogeti DTI (2009)
European Commission, Digitizing Public Services in Europe: Putting ambition into action, 9th Benchmark Measurement. Rep. Prep. Capgemini IDC Sogeti -Pract. Indigov RAND Eur. Dan. Technol. Inst. Dir. Gen. Commun. Netw. Content Technol (2010)
European Commission, Public Services Online ‘Digital by Default or by Detour? Assessing User Centric eGovernment performance in Europe – eGovernment Benchmark 2012. Rep. Prep. Capgemini IDC Sogeti -Pract. Indigov RAND Eur. Dan. Technol. Inst. Dir. Gen. Commun. Netw. Content Technol (2013)
UNDESA, UN E-Government Survey 2012: E-Government for the People, United Nations, New York, United States (2012)
Waseda University Institute of e-Government. 2013 Waseda University International E-government Ranking (2013)
Hunter, D., Jupp, V.: E-Government Leadership. Rhetoric vs Reality–Closing the Gap. Accenture (2001)
Rohleder, S.J., Jupp, V.: eGovernment leadership: High performance, maximum value. Accenture (2004)
Cole, M., Jupp, V.: Leadership in Customer Service: New Expectations, New Experiences. Accenture (2005)
Roberts, D.: Leadership in Customer Service: Delivering on the Promise. Accenture (2007)
Fath-Allah, A., Cheikhi, L., Al-Qutaish, R.E., Idri, A.: A theoretical e-government portals’ benchmarking framework. In: 2015 10th International Conference on Intelligent Systems: Theories and Applications (SITA), pp. 1–6. IEEE (2015)
Fath-Allah, A., Cheikhi, L., Al-Qutaish, R.E., Idri, A.: E-government portals best practices: a comprehensive survey. Electron. Govern. Inter. J. 11, 101–132 (2014)
The European Centre for Total Quality Management. E-Government A Best Practice Perspective (2002)
Sørum, H.: An empirical investigation of user involvement, website quality and perceived user satisfaction in eGovernment environments. In: Electronic Government and the Information Systems Perspective, pp. 122–134. Springer, Heidelberg (2011)
Rodríguez, R.A., Welicki, L., Giulianelli, D.A., Vera, P.M.: Measurement framework for evaluating e-governance on municipalities websites. In: Proceedings of the 2nd International Conference on Theory and Practice of Electronic Governance. pp. 381–387 (2008)
Seifert, J.W., McLoughlin, G.J.: State e-Government strategies: Identifying best practices and applications (2007)
Georgescu, M., Georgescu, I.: Do We Need a Powerful E-Government. Commun. IBIMA 5, 242–249 (2008)
United Nations. Main Features Reviewed by the United Nations e-Government Survey (2008)
Berntzen, L., Olsen, M.G., Benchmarking e-government-a comparative review of three international benchmarking studies In: 2009 Third International Conference on Digital Society, ICDS 2009, pp. 77–82 (2009)
United Nations. Compendium of Innovative E-government Practices UN (2012)
Iribarren, M., Concha, G., Valdes, G., Solar, M., Villarroel, M.T., Gutiérrez, P., Vásquez, Á., Capability maturity framework for eGovernment: a multi-dimensional model and assessing tool. In: Electronic Government, pp. 136–147. Springer, Heidelberg (2008)
Kumar, V., Mukerji, B., Butt, I., Persaud, A.: Factors for successful e-government adoption: a conceptual framework. Electron. J. E-Gov. 5, 63–76 (2007)
Lee, G., Kwak, Y.H.: An open government maturity model for social media-based public engagement. Gov. Inf. Q. 29, 492–503 (2012)
Author information
Authors and Affiliations
Corresponding author
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2018 Springer International Publishing AG, part of Springer Nature
About this paper
Cite this paper
Cheikhi, L., Fath-Allah, A., Idri, A., Al-Qutaish, R.E. (2018). Measurement Based E-government Portals’ Benchmarking Framework: Architectural and Procedural Views. In: Rocha, Á., Adeli, H., Reis, L., Costanzo, S. (eds) Trends and Advances in Information Systems and Technologies. WorldCIST'18 2018. Advances in Intelligent Systems and Computing, vol 746. Springer, Cham. https://doi.org/10.1007/978-3-319-77712-2_4
Download citation
DOI: https://doi.org/10.1007/978-3-319-77712-2_4
Published:
Publisher Name: Springer, Cham
Print ISBN: 978-3-319-77711-5
Online ISBN: 978-3-319-77712-2
eBook Packages: EngineeringEngineering (R0)