Framework for quality assessment of E-government services delivery in Kenya
Date
2013-11-13
Authors
Mbulwa, Christine M.
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Abstract
Electronic government, or e-Government, is meant to increase citizens'
convenience and accessibility of government services and information as much
as government's access to citizens to revolutionize their work, and change rules
of doing businesses. Considering faster global growth of the Internet and
Information Technology, governments have been prompted to replace their
traditional service delivery methods with electronic ones.
Quality of the delivered e-Government services/projects is an emerging
determinant to the success or failure of e-Governments service delivery to its
citizenry. Research into the determinants of assessing quality of the delivered e Government services has become a research imperative since research in this
area is still in its infancy and much of the existing research is largely centered on
quality of online e-Services. As a result, few attempts have been made to identify
parameters that can be used in assessing quality of delivered e-Government
services in the back office environment.
Using qualitative approach, the research presents a framework for guiding eGovernment service providers in assessing quality of delivered e-Government
services provided by the various governmental institutions. The quality
framework has been developed based on a comprehensive review of the relevant
literature, observations on the targeted group and semi structured interviews
conducted on sampled respondents. The developed framework incorporates
parameters for assessing all categories of e-Government systems.
The developed framework was tested on three e-Government systems to check
on its reliability. The evaluation results obtained showed the developed
framework being effective in assessing quality of delivered e-Government
services and pinpointed areas that required improvement for all the systems
gave average results.
Description
Thesis submitted to the faculty of Information Technology in partial fulfillment of the
requirements for the degree of Master of Science in Information Technology
Keywords
Quality assessment, E-government, Kenya