The contextual benchmark method: benchmarking e-government services


Jansen, Jurjen and Vries, Sjoerd de and Schaik, Paul van (2010) The contextual benchmark method: benchmarking e-government services. Government information quarterly, 27 (3). pp. 213-219. ISSN 0740-624X

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Abstract:This paper offers a new method for benchmarking e-Government services. Government organizations no longer doubt the need to deliver their services on line. Instead, the question that is more relevant is how well the electronic services offered by a particular organization perform in comparison with those offered by others. Benchmarking is currently a popular means of answering that question. The benchmarking of e-Government services has reached a critical stage where, as we argue, simply measuring the number of electronic services is not enough and a more sophisticated approach is needed. This paper details the development of a Contextual Benchmark Method (CBM). The value of CBM is that it is both benchmark- and context-driven.
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Copyright:© 2010 Elsevier
Faculty of Behavioural, Management and Social sciences (BMS)
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