Citizen Centred e-Government Services Evaluation Model

Abstract

Electronic government (e-Government) is attracting the interest of governments around the globe due to its great importance in facilitating, and providing services to citizens. Although most countries invest massive budgets to provide latest technologies, they face many obstacles, including the notable absence of the assessment, and evaluation of e-Government services from the citizen’s point of view.
The objective of this research is to identify an e-Government evaluation model based on previous research and studies, and to evaluate each model by verifying its attributes, factors, and how they relate to each other. This research concentrates on evaluating online services provided to citizens by governments. It will develop a citizen centred model to evaluate e-Government services, and will help government organizations to find the strengths, and weakness of their online services.
One of the main aspects of developing an evaluation model is to consider the citizens. The citizen is one of the most important reasons for governments putting their services online (e-Services). Therefore, finding ways of evaluating e-Services is crucial for governments in order to achieve better results from their perspectives as well as citizen satisfaction.
The iMGov Model is based around the concepts of three phases in terms of Placing an Order, Processing an Order, and Delivering an Order. The new model will be compared with existing evaluation models.
In conclusion, this research will produce an adequate e-Government evaluation model to measure e-Government services provided to citizens.