CEES
“C-E-E-S” (Citizen oriented Evaluation of E-Government Services: A Reference Process Model)
| Coordinatore | BRUNEL UNIVERSITY
Organization address
address: Kingston Lane contact info |
| Nazionalità Coordinatore | United Kingdom [UK] |
| Totale costo | 374˙155 € |
| EC contributo | 374˙155 € |
| Programma | FP7-PEOPLE
Specific programme "People" implementing the Seventh Framework Programme of the European Community for research, technological development and demonstration activities (2007 to 2013) |
| Code Call | FP7-PEOPLE-IAPP-2008 |
| Funding Scheme | MC-IAPP |
| Anno di inizio | 2009 |
| Periodo (anno-mese-giorno) | 2009-04-01 - 2013-03-31 |
Partecipanti
| # | ||||
|---|---|---|---|---|
| 1 |
BRUNEL UNIVERSITY
Organization address
address: Kingston Lane contact info |
UK (UXBRIDGE) | coordinator | 201˙115.00 |
| 2 |
American University of Beirut
Organization address
address: BLISS STREET contact info |
LB (BEIRUT) | participant | 108˙048.00 |
| 3 |
TURKSAT UYDU HABERLESME VE KABLO TV ISLETME AS
Organization address
address: KONYA YOLU 40.KM contact info |
TR (GOLBASI) | participant | 64˙992.00 |
Mappa
Word cloud
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Obiettivo del progetto (Objective)
'The research program aims to develop a process model for the measurement of citizen satisfaction index for e-Government services. The aim is achieved by the knowledge exchange program between two academic partners (Brunel University and American University of Beirut.) and one private sector partner (Turk Satellite or TurkSat). The large bureaucratic public sector structures are often unable to embrace change and are grounded in years of tradition thus, there is not the environment for innovation or established tools to measure satisfaction and this sets benchmarks for performance improvement. As a result, there are research initiatives to develop a citizen satisfaction model (CSM) for e-government services. However, existing researches are focusing on the specific CSM model and do not suggest a systematic process which can be used for the developed CSM model by e-government system managers. In addition, these CSM models have been developed separately in different countries based on their own requirements. Furthermore, the processes used to measure the CSMs in different countries are different from each other and this makes it difficult for the other e-Government stakeholders in different or even the same countries to benefit from their experience. The aims of the C-E-E-S project are to develop a reference process model and a scientific evaluation framework to measure citizen satisfaction on e-Government services. This will be a harmonized and standardized process model which could be used by other e-Government implementers worldwide. The idea is to develop a reference process model for measuring citizen satisfaction on e-Government services and to allow other e-Government stakeholders to use the reference process model and the benchmarking outcomes from the evaluation framework to project inefficient e-Government services for further improvement in their designs. Total 72 researcher-months will be exchanged among the partners to complement their knowledge.'
Introduzione (Teaser)
The public sector has often been slow to embrace change and technology, resulting in underperforming services for citizens. An EU initiative developed a model measuring citizen satisfaction of e-government services to enable government structures to improve on citizen offerings.
Descrizione progetto (Article)
There are no established tools to measure the satisfaction of citizens with regards to services in the area of e-government, which poses a problem for benchmarking improvements in performance. Initiatives seeking to develop a citizen satisfaction model (CSM) have so far lacked a systematic approach.
With this in mind, the EU-funded project '"C-E-E-S" (Citizen oriented evaluation of e-government services: A reference process model)' (CEES) set out to develop a reference process model and scientific evaluation framework as a benchmarking tool for improved e-government services in Europe and globally.
A CSM as well as metrics for its measurement were developed. Reviews of existing e-government systems evaluation models were conducted and a new framework was proposed for the evaluation and monitoring of e-government services from a citizen perspective.
Various factors and variables concerning the behaviour and experience of citizens during their online dealings were identified and measured. They were then tested on academics, e-government experts and users.
An analysis was carried out over a six-month period on users of e-services provided by Turkey's official e-government portal. It identified inefficiencies in e-government services and proposed a better method to measure user satisfaction. The results will enable stakeholders to establish national best practice benchmarks and e-government performance indicators. They will also be able to monitor progress and assess the effect of policies on e-government development and enhancements long term.
The project successfully organised a workshop attended by external experts in e-government. Three papers were presented at international conferences and five articles were published in international journals.
CEES introduced a new approach to benchmarking e-government that should result in a high take-up by citizens.