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

    Research output: Contribution to journalJournal articleResearchpeer-review

    Abstract

    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
    Volume28
    Issue number4
    Pages (from-to)439-445
    ISSN0740-624X
    DOIs
    Publication statusPublished - 2011

    Keywords

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

    Cite this

    @article{ee88108345ea4c81a69298d226090de0,
    title = "The Forgotten Promise of E-government Maturity: Assessing Responsiveness in the Digital Public Sector",
    abstract = "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.",
    keywords = "e-Government, Responsiveness, Maturity Model, Australia, Denmark, New Zealand",
    author = "Andersen, {Kim Normann} and Rony Medaglia and Ravi Vatrapu and {Zinner Henriksen}, Helle and Robin Gauld",
    year = "2011",
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    language = "English",
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    journal = "Government Information Quarterly",
    issn = "0740-624X",
    publisher = "Elsevier",
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    }

    The Forgotten Promise of E-government Maturity : Assessing Responsiveness in the Digital Public Sector. / Andersen, Kim Normann; Medaglia, Rony; Vatrapu, Ravi; Zinner Henriksen, Helle; Gauld, Robin.

    In: Government Information Quarterly, Vol. 28, No. 4, 2011, p. 439-445.

    Research output: Contribution to journalJournal articleResearchpeer-review

    TY - JOUR

    T1 - The Forgotten Promise of E-government Maturity

    T2 - Assessing Responsiveness in the Digital Public Sector

    AU - Andersen, Kim Normann

    AU - Medaglia, Rony

    AU - Vatrapu, Ravi

    AU - Zinner Henriksen, Helle

    AU - Gauld, Robin

    PY - 2011

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    N2 - 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.

    AB - 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.

    KW - e-Government

    KW - Responsiveness

    KW - Maturity Model

    KW - Australia

    KW - Denmark

    KW - New Zealand

    U2 - 10.1016/j.giq.2010.12.006

    DO - 10.1016/j.giq.2010.12.006

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    SN - 0740-624X

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    ER -