Measuring for Knowledge: A Data-Driven Research Approach for eGovernment

Pieter Verdegem, Jeroen Stragier, Gino Verleye
2010 Electronic Journal of e-Government   unpublished
As ICT provide a lot of possibilities, high expectancies exist towards the electronic public service provision. All governments are increasingly establishing their e-strategies. However, eGovernment still faces many challenges as it continues to develop. The current status of electronic services delivery opens up a lot of questions, both for practitioners and researchers. Therefore, further progress of eGovernment needs a profound knowledge base. eGovernment policy has focused several years on
more » ... d several years on bringing online public services and on benchmarking their availability and sophistication. Simultaneously, eGovernment measurement and monitoring activities are often based on the so-called supply-side benchmarking. Although this is important knowledge, it is under criticism because it lacks a user-centric viewpoint of eGovernment development. This article presents and discusses a bottom-up and data-driven approach about how research can help to manage (user-centric) eGovernment strategies. Based on statistical testing (techniques of structural equation modeling, SEM) of large-scale sample data from the Belgian government, the authors have investigated which relations do exist between contextual variables and the availability and/or satisfaction of electronic public services. By doing this, this manuscript presents an illustration of a data-driven approach in eGovernment monitoring and it explains how this can support and enrich the management and evaluation of eGovernment policy.