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

Stuart J. Barnes and Richard Vidgen
Additional contact information
Stuart J. Barnes: Victoria University of Wellington, New Zealand
Richard Vidgen: University of Bath, UK

Journal of Electronic Commerce in Organizations (JECO), 2004, vol. 2, issue 1, 42-63

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.

Date: 2004
References: Add references at CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://services.igi-global.com/resolvedoi/resolve. ... 4018/jeco.2004010104 (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:igg:jeco00:v:2:y:2004:i:1:p:42-63

Access Statistics for this article

Journal of Electronic Commerce in Organizations (JECO) is currently edited by Pedro Isaías

More articles in Journal of Electronic Commerce in Organizations (JECO) from IGI Global
Bibliographic data for series maintained by Journal Editor ().