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A proposed maturity assessment framework of the Greek local government Web Electronic Services

Nikolaos Panayiotou (Department of Mechanical Engineering, National Technical University of Athens School of Mechanical Engineering, Zografos, Greece)
Vasileios Stavrou (Department of Mechanical Engineering, National Technical University of Athens, Athens, Greece)

Transforming Government: People, Process and Policy

ISSN: 1750-6166

Article publication date: 16 October 2019

Issue publication date: 29 November 2019




This paper aims to construct an assessment framework to establish a maturity model for Web Electronic Services offered at a local government level and investigate the maturity of Greek municipalities in the E-Government field, trying to correlate how this is affected by demographic variables.


An original assessment framework regarding municipal Electronic Services was created based on the literature review. The assessment framework was included in a methodological approach supported by the PROMETHEE II method, as well as by selected statistical methods. The framework and the methodological approach were applied in the case of Greek municipalities.


The analysis revealed the low maturity level of Greek municipalities in Electronic Services sector. The Greek case study indicated that the proposed framework and methodological approach could provide useful insights to municipalities for the improvement of its E-Government Web services based on their strategic preferences.

Research limitations/implications

The assessment took place only in Greece, assessing all the country's municipalities and conducting research only in the municipalities’ websites. The proposed methodology suggests that the PROMETHEE II multi-criteria decision analysis method can support the assessment of the maturity level of local government entities. Moreover, the combination of the PROMETHEE II–empowered assessment framework with demographic statistical analysis can assist orthological decision-making concerning future investments in Web Electronic Services. The methodology could be a good option for future research efforts (assessments) in municipalities, in Greece and worldwide.

Practical implications

The framework is both easy to use and fairly complete. The fact that the assessment was conducted in all the Greek municipalities makes it much more reliable, as it provides the whole picture. The suggested methodology which includes the proposed framework could be used in the cases of municipalities in other countries to assist future actions concerning the investment in Web Electronic Services.


This study provided a medium-size framework, being both complete and easy to use during the evaluation process of all the municipalities in Greece. In addition, the statistical analysis received data from a decision-making tool to execute the clustering (Cluster analysis is usually performed based on the raw data).



Panayiotou, N. and Stavrou, V. (2019), "A proposed maturity assessment framework of the Greek local government Web Electronic Services", Transforming Government: People, Process and Policy, Vol. 13 No. 3/4, pp. 237-256.



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