The Contextual Benchmark Method: Benchmarking e-Government services

被引：22

作者：

Jansen, Jurjen ^{[1
]}

de Vries, Sjoerd ^{[1
]}

van Schaik, Paul ^{[2
]}

机构：

[1] Univ Twente, Fac Behav Sci, Dept Media Commun & Org, NL-7500 AE Enschede, Netherlands

[2] Univ Teesside, Sch Social Sci & Law, Middlesbrough, Cleveland, England

来源：

GOVERNMENT INFORMATION QUARTERLY | 2010年 / 27卷 / 03期

关键词：

Benchmarking; CBM; Contextual analysis; e-Government; Electronic services; QUALITY;

D O I：

10.1016/j.giq.2010.02.003

中图分类号：

G25 [图书馆学、图书馆事业]; G35 [情报学、情报工作];

学科分类号：

1205 ; 120501 ;

摘要：

This paper offers a new method for benchmarking e-Government services. Government organizations no longer doubt the need to deliver their services on line. Instead, the question that is more relevant is how well the electronic services offered by a particular organization perform in comparison with those offered by others. Benchmarking is currently a popular means of answering that question. The benchmarking of e-Government services has reached a critical stage where, as we argue, simply measuring the number of electronic services is not enough and a more sophisticated approach is needed. This paper details the development of a Contextual Benchmark Method (CBM). The value of CBM is that it is both benchmark- and context-driven. (C) 2010 Elsevier Inc. All rights reserved.

引用

页码：213 / 219

页数：7

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