A design of benchmarking method for assessing performance of e-Government systems
Mushi, C. J. (2008) A design of benchmarking method for assessing performance of e-Government systems. In: SSE Systems Engineering Conference 2008, 25-26 Sep 2008, The University of Reading. (Unpublished)
This paper is an initial work towards developing an e-Government benchmarking model that is user-centric. To achieve the goal then, public service delivery is discussed first including the transition to online public service delivery and the need for providing public services using electronic media. Two major e-Government benchmarking methods are critically discussed and the need to develop a standardized benchmarking model that is user-centric is presented. To properly articulate user requirements in service provision, an organizational semiotic method is suggested.