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E-Government Service Delivery Performance: An Adaptation of the Balanced Scorecard to the Public Sector

Author

Listed:
  • Aisson Lawson-Body

    (University of North Dakota, USA)

  • Jared Keengwe

    (University of North Dakota, USA)

  • Laurence Mukankusi

    (University of North Dakota, USA)

  • Abdou Illia

    (Eastern Illinois University, USA)

  • Glen Miller

    (University of North Dakota, USA)

Abstract

E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This article examines the effectiveness of Web site-supported Balanced Scorecard’s four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use Web sites to serve veterans on a Government-to-Citizen (G2C) basis.

Suggested Citation

  • Aisson Lawson-Body & Jared Keengwe & Laurence Mukankusi & Abdou Illia & Glen Miller, 2008. "E-Government Service Delivery Performance: An Adaptation of the Balanced Scorecard to the Public Sector," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 6(2), pages 11-28, April.
    • Handle: RePEc:igg:jeco00:v:6:y:2008:i:2:p:11-28
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    Cited by:

    1. Vishanth Weerakkody & Zahir Irani & Habin Lee & Ibrahim Osman & Nitham Hindi, 2015. "E-government implementation: A bird’s eye view of issues relating to costs, opportunities, benefits and risks," Information Systems Frontiers, Springer, vol. 17(4), pages 889-915, August.
    2. Teo, Thompson S.H. & Koh, Tat Koon, 2010. "Lessons from multi-agency information management projects: Case of the Online Business Licensing Service (OBLS) Project, Singapore," International Journal of Information Management, Elsevier, vol. 30(1), pages 85-93.
    3. Suri, Pradeep Kumar & Sushil,, 2022. "Effectiveness of strategy implementation and e-governance performance," Evaluation and Program Planning, Elsevier, vol. 92(C).

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