Journal of Electronic Commerce in Organizations · 2008 · 17 citations · 0 references
ManagementInformation SystemsInformation TechnologyBalanced ScorecardE-governmentPublic Service DeliveryGovernment Information SystemsIt Performance MeasurementService Delivery EvaluationService Delivery InnovationService Delivery PerformanceService Performance MeasurementBalanced Scorecard ArchitectureE-service Performance MeasurementGovernment Information Systems EvaluationInformation Technology Balanced ScorecardInformation Technology Performance ScorecardsInformation Technology Service Performance MeasurementInformation Technology Value MeasurementService Delivery Performance Measurement
E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This article examines the effectiveness of Web site-supported Balanced Scorecard’s four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use Web sites to serve veterans on a Government-to-Citizen (G2C) basis.