IT-Mediated Customer Services in E-Government

A Citizen's Perspective

Chee-Wee Tan, Izak Benbasat

Research output: Contribution to journalJournal articleResearchpeer-review

Abstract

Despite the vast amount of research conducted and knowledge accumulated to explain the adoption of electronic public services, the issue of how to design high quality e-government Web sites remains an unresolved and relatively understudied topic. This study aims to address this theoretical and pragmatic gap by differentiating service content from service delivery in prescribing technological solutions for enriching the service quality of e-government Web sites. Grounded in Ives and Learmonth's [1984] Customer Service Lifecycle, this article explicates a series of functional specifications that may be superimposed onto basic government transactions to enhance the overall functionality of e-government Web sites. It also articulates six interface design principles that are pertinent to addressing citizens' expectations associated with the delivery of public services via the Internet channel. Together, the resultant dimensions depict a comprehensive set of IT-enabled content functionalities and interface design principles that may direct future research into fully interactive and executable e-government services. Practitioners could also benefit from the utilization of these content and delivery dimensions both as a reflective mirror to isolate inadequacies in e-government Web site designs, and as a benchmarking mechanism to assess the level of maturity of existing public e-services as compared to other leading exemplars.
Original languageEnglish
JournalAssociation for Information Systems. Communications
Volume24
Pages (from-to)175-198
ISSN1529-3181
Publication statusPublished - 2009
Externally publishedYes

Cite this

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title = "IT-Mediated Customer Services in E-Government: A Citizen's Perspective",
abstract = "Despite the vast amount of research conducted and knowledge accumulated to explain the adoption of electronic public services, the issue of how to design high quality e-government Web sites remains an unresolved and relatively understudied topic. This study aims to address this theoretical and pragmatic gap by differentiating service content from service delivery in prescribing technological solutions for enriching the service quality of e-government Web sites. Grounded in Ives and Learmonth's [1984] Customer Service Lifecycle, this article explicates a series of functional specifications that may be superimposed onto basic government transactions to enhance the overall functionality of e-government Web sites. It also articulates six interface design principles that are pertinent to addressing citizens' expectations associated with the delivery of public services via the Internet channel. Together, the resultant dimensions depict a comprehensive set of IT-enabled content functionalities and interface design principles that may direct future research into fully interactive and executable e-government services. Practitioners could also benefit from the utilization of these content and delivery dimensions both as a reflective mirror to isolate inadequacies in e-government Web site designs, and as a benchmarking mechanism to assess the level of maturity of existing public e-services as compared to other leading exemplars.",
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IT-Mediated Customer Services in E-Government : A Citizen's Perspective. / Tan, Chee-Wee; Benbasat, Izak.

In: Association for Information Systems. Communications, Vol. 24, 2009, p. 175-198.

Research output: Contribution to journalJournal articleResearchpeer-review

TY - JOUR

T1 - IT-Mediated Customer Services in E-Government

T2 - A Citizen's Perspective

AU - Tan, Chee-Wee

AU - Benbasat, Izak

PY - 2009

Y1 - 2009

N2 - Despite the vast amount of research conducted and knowledge accumulated to explain the adoption of electronic public services, the issue of how to design high quality e-government Web sites remains an unresolved and relatively understudied topic. This study aims to address this theoretical and pragmatic gap by differentiating service content from service delivery in prescribing technological solutions for enriching the service quality of e-government Web sites. Grounded in Ives and Learmonth's [1984] Customer Service Lifecycle, this article explicates a series of functional specifications that may be superimposed onto basic government transactions to enhance the overall functionality of e-government Web sites. It also articulates six interface design principles that are pertinent to addressing citizens' expectations associated with the delivery of public services via the Internet channel. Together, the resultant dimensions depict a comprehensive set of IT-enabled content functionalities and interface design principles that may direct future research into fully interactive and executable e-government services. Practitioners could also benefit from the utilization of these content and delivery dimensions both as a reflective mirror to isolate inadequacies in e-government Web site designs, and as a benchmarking mechanism to assess the level of maturity of existing public e-services as compared to other leading exemplars.

AB - Despite the vast amount of research conducted and knowledge accumulated to explain the adoption of electronic public services, the issue of how to design high quality e-government Web sites remains an unresolved and relatively understudied topic. This study aims to address this theoretical and pragmatic gap by differentiating service content from service delivery in prescribing technological solutions for enriching the service quality of e-government Web sites. Grounded in Ives and Learmonth's [1984] Customer Service Lifecycle, this article explicates a series of functional specifications that may be superimposed onto basic government transactions to enhance the overall functionality of e-government Web sites. It also articulates six interface design principles that are pertinent to addressing citizens' expectations associated with the delivery of public services via the Internet channel. Together, the resultant dimensions depict a comprehensive set of IT-enabled content functionalities and interface design principles that may direct future research into fully interactive and executable e-government services. Practitioners could also benefit from the utilization of these content and delivery dimensions both as a reflective mirror to isolate inadequacies in e-government Web site designs, and as a benchmarking mechanism to assess the level of maturity of existing public e-services as compared to other leading exemplars.

KW - Information systems development

KW - IT innovation and adoption

KW - Transaction systems

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VL - 24

SP - 175

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JO - Communications of the Association for Information Systems

JF - Communications of the Association for Information Systems

SN - 1529-3181

ER -