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

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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.
    Original languageEnglish
    JournalGovernment Information Quarterly
    Issue number4
    Pages (from-to)439-445
    Publication statusPublished - 2011


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

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