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Research note: Toward a reference process model for citizen‐oriented evaluation of e‐Government services

Habin Lee (Brunel Business School, Brunel University, Uxbridge, UK)
Zahir Irani (Brunel Business School, Brunel University, Uxbridge, UK)
Ibrahim H. Osman (American University of Beirut, Hamra, Lebanon)
Asim Balci (Brunel Business School, Brunel University, Uxbridge, UK)
Sevgi Ozkan (Brunel Business School, Brunel University, Uxbridge, UK)
Tunc D. Medeni (Türksat Satellite Communication Cable TV and Operation AS, e‐Government Corporate Communication Directory, Ankara, Turkey)

Transforming Government: People, Process and Policy

ISSN: 1750-6166

Article publication date: 1 August 2008

Abstract

Purpose

This paper aims to introduce a European project CEES to develop a standard for the evaluation of Electronic Government (e‐Government) services from a citizen satisfaction perspective.

Design/methodology/approach

The aim, objectives, methodology, and deliverables of the project CEES are detailed. Furthermore, the challenges of the development of a reference process model in different countries are addressed and academic and practical implications of the project for the citizen‐oriented evaluation of e‐Government services are discussed.

Findings

A reference process model for the evaluation of e‐Government services from a citizens' perspective receives strong support from experiences in other similar areas such as software process and information systems governance. The reference model needs to overcome such challenges as the differences in culture, the maturity of e‐Government systems, and citizens‐government relationships.

Practical implications

The research is expected to trigger international collaboration to develop international standards for the evaluation of e‐Government services.

Originality/value

The paper contributes to the literature by enriching the views on e‐Government services and their evaluation via introducing a reference model concept. The CEES project will be the first attempt to apply the reference model concept in the information systems evaluation domain. Despite the wide adoption of reference models in software process, software design, and business process automation, the concept is yet to be applied to the IS evaluation domain.

Keywords

Citation

Lee, H., Irani, Z., Osman, I.H., Balci, A., Ozkan, S. and Medeni, T.D. (2008), "Research note: Toward a reference process model for citizen‐oriented evaluation of e‐Government services", Transforming Government: People, Process and Policy, Vol. 2 No. 4, pp. 297-310. https://doi.org/10.1108/17506160810917972

Publisher

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Emerald Group Publishing Limited

Copyright © 2008, Emerald Group Publishing Limited