Skip to main content

Article Category

Article available in the folowing languages:

Optimising e-government services for citizens

The public sector has often been slow to embrace change and technology, resulting in underperforming services for citizens. An EU initiative developed a model measuring citizen satisfaction of e-government services to enable government structures to improve on citizen offerings.

Digital Economy

There are no established tools to measure the satisfaction of citizens with regards to services in the area of e-government, which poses a problem for benchmarking improvements in performance. Initiatives seeking to develop a citizen satisfaction model (CSM) have so far lacked a systematic approach. With this in mind, the EU-funded project '"C-E-E-S" (Citizen oriented evaluation of e-government services: A reference process model)' (CEES) set out to develop a reference process model and scientific evaluation framework as a benchmarking tool for improved e-government services in Europe and globally. A CSM as well as metrics for its measurement were developed. Reviews of existing e-government systems evaluation models were conducted and a new framework was proposed for the evaluation and monitoring of e-government services from a citizen perspective. Various factors and variables concerning the behaviour and experience of citizens during their online dealings were identified and measured. They were then tested on academics, e-government experts and users. An analysis was carried out over a six-month period on users of e-services provided by Turkey's official e-government portal. It identified inefficiencies in e-government services and proposed a better method to measure user satisfaction. The results will enable stakeholders to establish national best practice benchmarks and e-government performance indicators. They will also be able to monitor progress and assess the effect of policies on e-government development and enhancements long term. The project successfully organised a workshop attended by external experts in e-government. Three papers were presented at international conferences and five articles were published in international journals. CEES introduced a new approach to benchmarking e-government that should result in a high take-up by citizens.


e-government services, public sector, citizen satisfaction model, reference process model

Discover other articles in the same domain of application