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首页> 外文期刊>Transforming Government: People, Process and Policy >Research note: Toward a reference process model for citizen-oriented evaluation of e-Government services
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Research note: Toward a reference process model for citizen-oriented evaluation of e-Government services

机译：研究说明：建立面向市民的电子政务服务评估参考流程模型

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摘要

Purpose – This paper aims to introduce a European project CEES to develop a standard for the evaluation of Electronic Government (e-Government) services from a citizen satisfaction perspective. Design/methodology/approach – The aim, objectives, methodology, and deliverables of the project CEES are detailed. Furthermore, the challenges of the development of a reference process model in different countries are addressed and academic and practical implications of the project for the citizen-oriented evaluation of e-Government services are discussed. Findings – A reference process model for the evaluation of e-Government services from a citizens' perspective receives strong support from experiences in other similar areas such as software process and information systems governance. The reference model needs to overcome such challenges as the differences in culture, the maturity of e-Government systems, and citizens-government relationships. Practical implications – The research is expected to trigger international collaboration to develop international standards for the evaluation of e-Government services. Originality/value – The paper contributes to the literature by enriching the views on e-Government services and their evaluation via introducing a reference model concept. The CEES project will be the first attempt to apply the reference model concept in the information systems evaluation domain. Despite the wide adoption of reference models in software process, software design, and business process automation, the concept is yet to be applied to the IS evaluation domain.
机译：目的–本文旨在介绍一个欧洲CEES项目，以开发从公民满意度角度评估电子政务（电子政务）服务的标准。设计/方法/方法–详细介绍了CEES项目的目的，目标，方法和可交付成果。此外，解决了在不同国家开发参考流程模型的挑战，并讨论了该项目对面向公民的电子政务服务评估的学术和实践意义。调查结果–从公民的角度评估电子政务服务的参考流程模型获得了其他类似领域（例如软件流程和信息系统治理）经验的大力支持。参考模型需要克服诸如文化差异，电子政务系统的成熟度以及公民与政府之间的关系等挑战。实际意义–预期该研究将引发国际合作，以开发评估电子政务服务的国际标准。原创性/价值–本文通过引入参考模型概念丰富了对电子政务服务及其评估的观点，为文献做出了贡献。 CEES项目将是在信息系统评估领域中应用参考模型概念的首次尝试。尽管在软件过程，软件设计和业务过程自动化中广泛采用了参考模型，但该概念尚未应用于IS评估领域。

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