What is it about?
This chapter explores the ways in which e-government and e-governance have been and can be evaluated and how performance measures can be developed in this field . It begins by examining the aims and objectives of e-government and e-governance, as highlighted by a number of different international bodies and governments of OECD member countries. The chapter then explores some key issues in the performance measurement of e-government and e-governance, and the options for performance indicators for e-government and e-governance. It goes on to consider the scope for evaluation of e-government programmes and initiatives, and possible frameworks by which such evaluation might be undertaken. Finally, it sets out some interim conclusions and recommendations for a range of different stakeholders.
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Why is it important?
This chapter argues that performance indicators for e-government and e-governance need to relate closely to a longer term strategic vision and strategic direction for government and for public service organisations. They should clearly tie in closely with the hierarchy of objectives, which sets out the aspirational agenda, rather than being stand-alone. These objectives should be stakeholder-specific, so that differences between stakeholder perspectives and priorities are understood. Performance indicators must cover a range of objectives, including level of access (particularly across social groups), level of usage, effects on public service quality and cost, effects on organisational excellence, effects on network and partnership working and effects on key governance issues, such as stake- holder consultation and participation, transparency of decision-making, and standards of ethical conduct. Whichever evaluation methods are used, close involvement of stakeholders is essential if the results are to have any chance of influencing future behavior. The most popular forms of evaluation in recent years have not attempted to aggregate benefits across categories – this has been seen as an area for primarily political decision-making. This is likely to remain true in e-government and e- governance.
Perspectives
Given the potential but also the risk which e-government and e-governance programmes pose, particularly to disadvantaged and vulnerable groups, it is of paramount importance that these programmes should be designed imaginatively, to incorporate a wide degree of diversity, and should be evaluated thoroughly and quickly. Both the design and evaluation of these programmes should be a multi- stakeholder responsibility, and NGOs and civil society associations should play a major role in these processes – if necessary, raising their own resources to ensure that this evaluation is done in a way which is appropriate to reflect the interests of their members.
Professor Tony Bovaird
University of Birmingham
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This page is a summary of: Performance Measurement and Evaluation of E-Government and E-Governance Programmes and Initiatives, IGI Global,
DOI: 10.4018/9781591406372.ch002.
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