e-Government information systems: Evaluation-led design for public value and client trust

Grimsley, Mike and Meehan, Anthony (2007). e-Government information systems: Evaluation-led design for public value and client trust. European Journal of Information Systems, 16(2) pp. 134–148.

DOI: https://doi.org/10.1057/palgrave.ejis.3000674

Abstract

E-Government systems differ from commercial information systems in that they frequently encompass strategic goals that go beyond efficiency, effectiveness and economy, and include political and social objectives such as trust in government, social inclusion, community regeneration, community well being and sustainability. Designing e-Government systems that help to meet these objectives is a significant challenge for the future. This paper develops an evaluative design framework for e-Government projects which complements traditional approaches to information systems (IS) evaluation. The framework is based upon Moor’s concept of Public Value. It focuses upon citizens’ and clients’ experiences of service provision and service outcomes as contributors to the formation of public trust. Trust is shown to be related to the extent to which people feel that an e-Government service enhances their sense of being well-informed, gives them greater personal control, and provides them with a sense of influence or contingency. The framework’s development and validation are founded upon analyses of a two live case studies in S.E. England and London, UK.

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