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dc.contributor.authorMartin, Nigel
dc.contributor.authorRice, John
dc.date.accessioned2017-05-03T15:52:35Z
dc.date.available2017-05-03T15:52:35Z
dc.date.issued2011
dc.date.modified2013-05-31T00:43:25Z
dc.identifier.issn15483886
dc.identifier.doi10.4018/jegr.2011070103
dc.identifier.urihttp://hdl.handle.net/10072/48295
dc.description.abstractThis paper uses data from a program of customer interviews and focus group research conducted by the Australian government to develop an electronic services evaluation and design framework. A proven theory building approach has been used to develop and confirm the various components of electronic government (e-government) use and satisfaction from original government studies conducted in Australia and to create the new evaluation framework. Building on the extant e-government literature, the reintroduction of the original data into the framework yielded some emergent observations and insights for future e-government design, including the somewhat paradoxical importance of human contacts and interactions in electronic channels, service efficiency and process factors that impinge on customer satisfaction and dissatisfaction, and a potential growth trajectory for telephony based e-government for older segments of the community.
dc.description.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherIGI Global
dc.publisher.placeUnited States
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom38
dc.relation.ispartofpageto56
dc.relation.ispartofissue3
dc.relation.ispartofjournalInternational Journal of Electronic Government Research
dc.relation.ispartofvolume7
dc.rights.retentionY
dc.subject.fieldofresearchInformation and Computing Sciences not elsewhere classified
dc.subject.fieldofresearchCommerce, Management, Tourism and Services
dc.subject.fieldofresearchStudies in Human Society
dc.subject.fieldofresearchLaw and Legal Studies
dc.subject.fieldofresearchcode089999
dc.subject.fieldofresearchcode15
dc.subject.fieldofresearchcode16
dc.subject.fieldofresearchcode18
dc.titleEvaluating and Designing Electronic Government for the Future: Observations and Insights from Australia
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.date.issued2011
gro.hasfulltextNo Full Text
gro.griffith.authorRice, John


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