The Forgotten Promise of E-government Maturity: Assessing Responsiveness in the Digital Public Sector

    Publikation: Bidrag til tidsskriftTidsskriftartikelpeer review

    Abstrakt

    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.
    OriginalsprogEngelsk
    TidsskriftGovernment Information Quarterly
    Vol/bind28
    Udgave nummer4
    Sider (fra-til)439-445
    ISSN0740-624X
    DOI
    StatusUdgivet - 2011

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