TY  - JOUR
AB  - Purpose– Evaluating and optimizing e‐government services is imperative for governments especially due to the capacity of e‐services to transform public administrations and assist the interactions of governments with citizens, businesses and other government agencies. Existing widely applied evaluation approaches neglect to incorporate citizens' satisfaction measures. The purpose of this paper is twofold: to contribute to the understanding of citizen‐centric e‐government evaluation and unify existing key performance indicators (KPIs); and to propose a reference process model of a novel evaluation approach that uses the unified KPIs to facilitate the creation of a “know‐how” repository.Design/methodology/approach– The authors adopt a quantitative research approach for the evaluation of e‐government services that is based on data envelope analysis (DEA). A survey was conducted for the empirical investigation and data were collected from 13 e‐government services in Turkey. Based on the empirical application of the e‐government evaluation method, a reference process model is designed.Findings– The proposed evaluation method was proved valid and able to provide assessment with richer explanations than traditional statistical measurements. DEA enabled the identification of insufficient e‐government services and the provision of suggested improvements.Research limitations/implications– The reference process model is constructed based on the experience gained by applying the method to a sole cultural setting;, i.e. e‐government services in Turkey.Practical implications– The proposed evaluation method, in comparison to other user‐oriented ones, provided assessments with richer explanations than traditional statistical measurements, such as structured equation modelling. The reference process model constructed based on the empirical research is expected to accelerate the citizen‐oriented evaluation of e‐government and promote impact‐oriented indicators.Originality/value– This is the first application of DEA in the e‐government field, although it has been widely applied for performance measurement in other fields, especially operations research. The novelty of DEA is that the assessment results provide suggestions for strategic improvement of the e‐services.
VL  - 7
IS  - 2
SN  - 1750-6166
DO  - 10.1108/17506161311325387
UR  - https://doi.org/10.1108/17506161311325387
AU  - Tsohou Aggeliki
AU  - Lee Habin
AU  - Irani Zahir
AU  - Weerakkody Vishanth
AU  - Osman Ibrahim H.
AU  - Anouze Abdel L.
AU  - Medeni Tunc
PY  - 2013
Y1  - 2013/01/01
TI  - Proposing a reference process model for the citizen‐centric evaluation of e‐government services
T2  - Transforming Government: People, Process and Policy
PB  - Emerald Group Publishing Limited
SP  - 240
EP  - 255
Y2  - 2024/04/26
ER  -