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.
- Electronic services
- Contextual analysis
Jansen, J., de Vries, S., & van Schaik, P. (2010). The contextual benchmark method: benchmarking e-government services. Government information quarterly, 27(3), 213-219. https://doi.org/10.1016/j.giq.2010.02.003