The contextual benchmark method: benchmarking e-government services

Jurjen Jansen, Sjoerd de Vries, Paul van Schaik

Research output: Contribution to journalArticleAcademicpeer-review

25 Citations (Scopus)

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.
Original languageEnglish
Pages (from-to)213-219
Number of pages7
JournalGovernment information quarterly
Volume27
Issue number3
DOIs
Publication statusPublished - 2010

Keywords

  • E-Government
  • Electronic services
  • Benchmarking
  • Contextual analysis
  • CBM

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