A Comparative Study of Governmental One-Stop Portals for Public Service Delivery

Thomas Kohlborn, Axel Korthaus, Christoph Peters and Erwin Fielt
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Thomas Kohlborn: Information Systems School, Queensland University of Technology, Brisbane, Queensland, Australia
Axel Korthaus: College of Business, Information Systems Discipline, Victoria University, Melbourne, Victoria, Australia
Christoph Peters: Information Systems, Kassel University, Kassel, Germany
Erwin Fielt: Information Systems School, Queensland University of Technology, Brisbane, Queensland, Australia

International Journal of Intelligent Information Technologies (IJIIT), 2013, vol. 9, issue 3, 1-19

Abstract: The continuing need for governments to radically improve the delivery of public services has led to a new, holistic government reform strategy labeled “Transformational Government” that strongly emphasizes customer-centricity. Attention has turned to online portals as a cost effective front-end to deliver services and engage customers as well as to the corresponding organizational approaches for the back-end to decouple the service interface from the departmental structures. The research presented in this paper makes three contributions: Firstly, a systematic literature review of approaches to the evaluation of online portal models in the public sector is presented. Secondly, the findings of a usability study comparing the online presences of the Queensland Government, the UK Government and the South Australian Government are reported and the relative strengths and weaknesses of the different approaches are discussed. And thirdly, the limitations of the usability study in the context of a broader “Transformational Government” approach are identified and service bundling is suggested as an innovative solution to further improve online service delivery.

Date: 2013
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