Conceptualization of an integrated indicator model for the evaluation of e‑government policies

Abstract

Following the initial success of the information and communication technology‑enabled changes in the public sector, the concept of e‑government was expected to provide a leap forward, facilitating the comprehensive reform of public administration operations and redefinition of service delivery to citizens. Despite the significant advancement in the last decade or so, the contribution of e‑government in achieving the increased acceptance of online government services, cost reduction and greater effectiveness of public administration has remained rather ambiguous and undetermined. All these facts suggest that current planning, development and implementation of e‑government policies is unsatisfactory, whereas lacking reliable indicator models consequently results in arbitrary evaluation and uninformed decision‑making in the e‑government field. Paper presents an analysis of existing indicator models for evaluation of e‑government policies, identifies characteristic evaluation aspects and evaluation levels, and conceptualizes an integrated indicator model for evaluation of e‑government policies. Analysis offers an insight into the current evaluation practice, enables detection of its deficiencies and provides a valuable contribution to the development of applicable indicator models facilitating more evidence‑based evaluation of e‑government policies. .