Evolution of local government e-services: the applicability of e-business maturity models

Abstract

Governments around the world are increasingly interested in the potential for delivering government services on the World Wide Web. Examples of substantial transition to electronic service delivery can be found in some sectors in some countries, however most government services have failed to evolve from enhanced information-based Web pages. The failure to move from Web based information to e-service provision is most notable in the local government sector in Australia (particularly Victoria where this research took place) despite numerous policies and hopeful deadlines imposed by governments at all levels. This paper presents research, which examined the current status of Australian local government electronic service delivery, exploring the appropriateness of current e-business maturity models for evaluating the progress local governments are making towards electronic service delivery. The research involved an evaluation of local government Web sites and a detailed case study of one local council. The results indicate that apart from Web based information provision, little progress has been made in the transition to electronic service delivery in most areas of local government. In an effort to promote and enhance the use of Web sites, local governments have started to make non-integrated moves toward e-democracy and e-governance suggesting that conventional linear e-business and e-government maturity models may not be appropriate for this sector.