Quality Assessment of Estonian e-Government Services
Name
Hannes Lehemets
Abstract
The first goal of the thesis was to study theoretical background of e-Government services’ quality assessment. Studies show that European Union, and the world, is moving towards user-centric e-Government services paradigm. The definition e-Government service and its quality are semantically different in various organizations but the goal stays the same, to offer the citizen efficient and effective public sector services. The e-Government services’ quality can be assessed in four different levels: process performance, technical performance, website quality and user satisfaction. Various e-Government quality assessment models exist, including this thesis’s practical assessment models e-GovQual, COBRAS and Finnish Ministry of Finance’s quality assessment model. The chosen models focus on citizen-centric e-Government services’ quality assessment and achieving user satisfaction in using e-services. These models include various quality assessment areas, e.g. use, content, cost and opportunities.
The second goal for the thesis was to practically assess the three quality assessment models e-GovQual, COBRAS and Finnish Ministry of Finance’s models on Estonian e-Government services’ portals eesti.ee and client portal of Agricultural Registers and Information Board. The assessment results indicate that none of these models could be completely take it use and need to be adjusted to Estonian needs. The e-GovQual and COBRAS models are more general and focus on user-centric website usability quality level, as the Finnish quality model is more comprehensive and assesses the process, technical and website quality levels. The Master’s thesis gives an input for further studies, how to develop Estonian e-Government services’ quality assessment model.
Graduation Thesis language
English
Graduation Thesis type
Master - Information Technology
Supervisor(s)
Marlon Dumas
Defence year
2012