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|Title:||Evaluating and Designing Electronic Government for the Future: Observations and Insights from Australia||Contributor(s):||Martin, Nigel (author); Rice, John (author)||Publication Date:||2011||DOI:||10.4018/jegr.2011070103||Handle Link:||https://hdl.handle.net/1959.11/17752||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.||Publication Type:||Journal Article||Source of Publication:||International Journal of Electronic Government Research, 7(3), p. 38-56||Publisher:||IGI Global||Place of Publication:||United States of America||ISSN:||1548-3886
|Field of Research (FOR):||080609 Information Systems Management||Peer Reviewed:||Yes||HERDC Category Description:||C1 Refereed Article in a Scholarly Journal||Statistics to Oct 2018:||Visitors: 177
|Appears in Collections:||Journal Article|
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