Two questions are addressed: (1) How to increase the current low level of e-government use, and (2) How to advance the current practice of analyzing data from e-government satisfaction surveys in order to arrive at guidelines for decision-makers regarding future e-government development. Cause-and-effect model was developed and operationalized by a set of indicators observed by a citizen satisfaction survey carried out in Slovenia. The model was estimated using the Partial Least Squares regression method. Finally, an improvement-priority matrix was applied to prioritize significant factors.
COBISS.SI-ID: 3156910
In the last decade, there has been greater focus put on development of new e-government services. Similarly, e-government research community has been developing various methodological approaches intended to measure e-government supply side. However, data on e-government usage and costs related to e-government projects have stimulated question about those investments’ pay off. Our multi-attribute decision model offers support in making those kinds of estimations. It is developed using the software tool DEXi and it enables selection of services that should be provided electronically first.
COBISS.SI-ID: 3042222
We focused on the so-called internal aspect of e-government – i.e., the aspect of the civil servants. We conducted a survey (n=1818) and examined three hypotheses: (1) civil servants are partly responsible for the low use of e-government services by external users (citizens and enterprises); (2) civil servants lack sufficient skills required for an active participation in the development of e-government; (3) the development of e-government has not resulted in any vital changes in internal operations of the public administration. We confirmed all of them.
COBISS.SI-ID: 3115438
Unified contact centre at the Slovene Ministry of PA has been established in order to help the users of the gov. web portal to overcome difficulties when using e-gov. services. The results of the user satisfaction survey with call centre, which has at that time been in pilot operation, revealed relatively low level of satisfaction. Communication skills of agents are relatively satisfactory; however, more efforts should be given to the extension of their knowledge. Maintenance of the knowledge database and consideration of experiences in future e-gov. services development are of key importance.
COBISS.SI-ID: 3099054
For years now, governments are focused mainly on the provision of their services on the world wide web and nay a kind of competition has arisen between countries for best positions on the scales provided by international studies focusing on the e-government supply side. Low usage of e-gov. offerings, enormous costs related to e-gov. solutions and the fact that in e-gov. development priorities are mostly not based on a professional ground, stimulated us to develop a multi-attribute decision model offering support in making such priorities. The model is developed with the software tool DEXi.