e-Government information systems: Evaluation-led design for public value and client trust

Abstract

e-Government systems differ from commercial information systems (IS) in that they frequently encompass strategic goals that go beyond efficiency, effectiveness and economy, and include political and social objectives such as trust in government, social inclusion, community regeneration, community well-being and sustainability. Designing e-Government systems that help to meet these objectives is a significant challenge for the future. This paper develops an evaluative design framework for e-Government projects that complements traditional approaches to IS evaluation. The framework is based upon Moor's concept of public value. It focuses upon citizens' and clients' experiences of service provision and service outcomes as contributors to the formation of public trust. Trust is shown to be related to the extent to which people feel that an e-Government service enhances their sense of being well-informed, gives them greater personal control, and provides them with a sense of influence or contingency. The framework's development and validation are founded upon analyses of a two live case studies in south-east England and London, U.K.

Keywords:

• e-Government
• information systems
• evaluation
• design
• public value
• trust

Acknowledgements

We thank Kushaan Sen Gupta and Joe McLoughlin of Home Connections, Debbie Lee Chan of London Borough of Camden, and Nyack Semelo-Shaw and Jo Hymass of Thurrock Choice Homes for their valuable cooperation and support in relation to this research.

Additional information

Notes on contributors

Mike Grimsley

About the authors

Mike Grimsley is a principal lecturer in Statistics at Sheffield Hallam University. He gained a B.Sc.(Econ) and M.Sc. in Statistics from LSE (1969), and a PGCE from Goldsmiths College (1970). He was formerly a lecturer in statistics and research statistician at the Institute of Child Health, University of London. He teaches multivariate and survey methods and undertakes research supervision. Particular research interests include: modelling pathways between deprivation, social capital, crime and fear of crime, health and well-being; the relevance of health and housing to social and economic regeneration; evaluation of policy interventions and the concept and measurement of community trust. He has undertaken contract research and consultancy for public sector organisations, and local, regional and national government.

Anthony Meehan

Anthony Meehan is a lecturer and member of the Computing Research Centre at The Open University. His principal research interest is the human and social impact of ICT and the implications for theory and practice, with special reference to electronic government and public services. His recent work in this field has looked at electronic government from the perspective of community development, and at the role of ICT-mediated trust in commmunity well-being and sustainability. He also supervises research in neurocognitive computing, looking at the role of executive attention in behaviour and learning. His current teaching interests are Information Security Management and accreditation of professional and vocational learning. Together with Mike Grimsley, he undertakes consultancy in the public sector.