Reference Model for E-Government Monitoring, Evaluation and Benchmarking

The e-government as a result of innovations, emerging technology and internet expansion is a reality today and became a necessity for any country wishing to enter the 21st century as a competitive nation in the world arena. The processes are constantly changing and continue to drive and provide opportunities and open new possibilities for e-government development. The evolution of society requires public administrations to tackle many new challenges and changes. All these evolutionary changes demand the further development of government solutions to meet the challenges and new adequate requirements. After the solution is developed, it must be assessed whether those requirements have been met. As the e-government is constantly evolving all around the world this evolution is regularly measured and tracked by public institutions, private agencies and researchers. There are a number of published research papers on models that aim to evaluate e-government but most of them are focused on some particular purposes and objectives, types of evaluation perspectives. However, there is no evaluation model that could be directly adapted to e-government development in each country or each organization or each service in the country. In this paper, we aim to combine the analyzed models into a conceptual model that could provide a common framework for future research in the area of e-government assessment and a common point of reference in this area. For this purpose, a reference model for e-government monitoring, evaluation and benchmarking is proposed. The model is not associated with any particular e-government definition and/or model, evaluation purpose, dimension or criterion. It could be adapted to many specific cases in the process of design of specific models for monitoring, evaluation or benchmarking of e-government or e-government service.