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Measuring and Improving Information-Based Government Websites: A Suggested Framework

Measuring and Improving Information-Based Government Websites: A Suggested Framework
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Author(s): Laura Wesley (Industry Canada, Canada)
Copyright: 2012
Pages: 20
Source title: Active Citizen Participation in E-Government: A Global Perspective
Source Author(s)/Editor(s): Aroon Manoharan (Kent State University, USA)and Marc Holzer (Rutgers - The State University of New Jersey, USA)
DOI: 10.4018/978-1-4666-0116-1.ch004

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Abstract

This chapter presents a flexible framework for measuring efficiency, effectiveness, and citizen satisfaction with public sector websites. The framework uses research methods that measure the extent to which online information advances organizational objectives, reaches its target audience, and meets users’ expectations for service and quality. By gathering and reporting on this information, public sector website performance can be continuously improved. The framework is presented in a format that facilitates its evaluation. The design, implementation, and use of the performance measurement framework are described in detail by presenting logic models that describe possible activities and expected outcomes of each phase.

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