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

Aisson Lawson-Body, Jared Keengwe, Laurence Mukankusi, Abdou Illia and Glen Miller
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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

Journal of Electronic Commerce in Organizations (JECO), 2008, vol. 6, issue 2, 11-28

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.

Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:igg:jeco00:v:6:y:2008:i:2:p:11-28

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