Quality and Impact in E-Government

Orbán, Anna (2016) Quality and Impact in E-Government. In: 24th NISPAcee Annual Conference. NISPAcee Press; Forumi Shqiptar Social Ekonomik (ASET), Zágráb, pp. 1-12. ISBN 978-80-89013-81-4

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Abstract

After three decades of research on e-government, it is now timely to reflect how we can measure and benchmark the efficiency and effectiveness of information systems in public administration. Based on related literature it is evident that the theoretical background is extremely diverse and the application of theories by e-government researchers appears to be very different. Assessing the quality of information systems generally remains a challenging task for IS researchers. Professionals have different perspectives and use a variety of methods to evaluate the success of information systems. In academic circles the most widespread method is the DeLone and McLean (D&M) Information Systems Success Model. Scientists have demonstrated how the six dimensions of this updated model can be used as a framework in e-commerce. Unfortunately, only a few studies have tested the adaptability of the D&M IS success model in the area of public administration. This study will identify and analyse the success factors of e- government. To examine the validity of the D&M IS success model, a sample of 400 users were asked to assess the e-enrolment system based on their personal experience in Hungary. The study is composed of three main parts. The first part is an introduction to theoretical foundations. The second one describes research methods with the model’s variables in the E- government Success Metrics table focus on the objectives of e- government (e.g. efficient and effective services, improved democracy, user-friendly approaches). The third part is a quantitative approach of data collection by the use of questionnaires. The questionnaire was designed based on the IS success model. This empirical study focuses on a single e-government service, namely the online enrolment system designed for higher education. In the process of analysis, the following methods were used: descriptive data analysis, factor analysis and correlation to test how strongly variables are related. The success of an information system depends on its quality and other factors (for example user attitude). The overall results show that the proposed model can be beneficial in public administration in evaluating the implementation of information systems. Measuring the success of such system useful for developing user-centred information systems in public administration. The theoretical conclusion of this study is the following: the model can help researchers understand from the citizens’ point of view the most important characteristics of a successful information system in public administration. To motivate citizens for using e-government solutions practitioners must improve the quality of the key factors identified. Keywords: IS success model, e-enrolment system, performance

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