Performance evaluation of e-government services using balanced scorecard

What is it about?

The purpose of this paper is to emphasis on a balance between quantitative and qualitative measures, and examine the use of Balanced Scorecard to evaluate and estimate the performance of information and communication technologies (ICT) in delivering valuable e-services via the internet. The results show that the BSC factors fit very well with monitoring and measuring the performance of e-government, and also in evaluating their success in IT project investments

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Why is it important?

This paper considered a step forward in using BSC to evaluate the performance, since the BSC was launched by Norton and Kaplan,Norton in 1992 then effectively adopted by manufacturing firms in the late 1990s, at the beginning of 2000s has been adopted by service firms, This study provides an advanced model to measure the performance of the firms that provide services via Internet. it's an attempts to address this gap in the literature and would benefit future studies in applying BSC