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Assessing e-government responsiveness is one of the major gaps in the currently dominant e-government maturity models. While we have a relatively large pool of models focusing on technological and organizational integration from a supply side perspective, measures of responsiveness of e-government systems from a user perspective are still lacking. Replicating a study from New Zealand and Australia, this study explores the response time and quality of e-mail response in Danish local and central governments (N = 175). Despite that Denmark is high ranking in international benchmark studies, we find that one third of central government agencies did not respond at all, and close to 80% of the ministries provided none or incomplete answers. Local government responds faster and provides answers that are more complete and accurate than those provided by central government. Implications for e-government are discussed.

Publication information

Original languageEnglish
JournalGovernment Information Quarterly
Volume28
Issue number4
Pages (from-to)439-445
ISSN0740-624X
DOIs
StatePublished - 2011

    Keywords

  • e-Government, Responsiveness, Maturity Model, Australia, Denmark, New Zealand

ID: 32638233