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Interactive E-Government: Evaluating the Web Site of the UK Inland Revenue

Author

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  • Stuart J. Barnes

    (Victoria University of Wellington, New Zealand)

  • Richard Vidgen

    (University of Bath, UK)

Abstract

As government organizations have begun increasingly to communicate and interact with citizens via the Web, providing services has demanded acute understanding of the requirements of users and appropriate tailoring of solutions. In this paper, we examine the results of a survey of the quality of a Web site provided by the UK Government. The site is that of the Inland Revenue. The survey was administered directly after the launch of a new system to enable online submission of self-assessed tax returns. The instrument, E-Qual, draws on previous work in Web site usability, information quality, and service interaction quality to provide a rounded framework for assessing e-government offerings. The metrics and qualitative comments provide some detailed insights into the perceptions of users who attempted to interact with the online taxation system. The results point to specific areas in need of development in the Web site, which are found to be consistent with initiatives launched recently by the Inland Revenue.

Suggested Citation

  • Stuart J. Barnes & Richard Vidgen, 2004. "Interactive E-Government: Evaluating the Web Site of the UK Inland Revenue," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 2(1), pages 42-63, January.
    • Handle: RePEc:igg:jeco00:v:2:y:2004:i:1:p:42-63
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    Cited by:

    1. Xin Ye & Xiaoyan Su & Zhijun Yao & Lu-an Dong & Qiang Lin & Shuo Yu, 2023. "How Do Citizens View Digital Government Services? Study on Digital Government Service Quality Based on Citizen Feedback," Mathematics, MDPI, vol. 11(14), pages 1-24, July.
    2. Viswanath Venkatesh & James Y. L. Thong & Frank K. Y. Chan & Paul J. H. Hu, 2016. "Managing Citizens’ Uncertainty in E-Government Services: The Mediating and Moderating Roles of Transparency and Trust," Information Systems Research, INFORMS, vol. 27(1), pages 87-111, March.

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