In an information society, many countries are now promoting national strategies such as the e-government initiatives. The e-government is a means of providing quality service to the citizens, and plays a key role in guaranteeing the transparency and productivity of government operations to support the citizens and business companies. The Korean government also has made efforts to implement e-government based on the world's best information infrastructure.
Among the developments of the e-government, the emphasis on the importance of the service delivery and the invigoration of the e-service are bringing huge changes to the paradigm of the government administrative services. Generally, the government's e-services use the web-applied services in order to enable sharing of information and the direct transaction-both remotely and electronically-between the citizens and the government organizations using various information and communication technologies as the basis. In Korea, the progress on the e-services has stimulated the interaction between the government and
the citizens and contributed to the improvement of the responsiveness and transparency of the government.
While Korea's e-service policy has concentrated on the enlargement and the spreading of the services, the discussion and attraction on the performance of the services-that is, the qualitative satisfaction or efficiency-have been scarce compared to the private sectors. In order for the progress on the e-services to improve the competitiveness of the government, measuring and analyzing the performance of e-services of the government agencies is needed. For this purpose, the development of the method and model for the analysis of e-service performance should be preceded.
This research is thus carried out to develop a model and method for the analysis of the performance evaluation of the e-services. The integrated analytical method includes both analyses of e-service quality (e-SERVQUAL) and efficiency of e-service delivery (Data Envelopment Analysis). The study also has tested applicability of this method through applying the model to analyze the performance of e-services in several Korean local governments. This study thus intends to provide a valuable tool to understand and evaluate the performance of e-services in government agencies by developing an exploratory analytical method.
e-서비스의 성과분석기법 개발에 관한 연구
|Series Title; No||KIPA 연구보고서 / 2007-13|
|Subject Country||South Korea(Asia and Pacific)|
|Subject||Government and Law < Public Administration|