A Systematic Review of Indicators for Evaluating the Effectiveness of Digital Public Services

Effectiveness is a key feature of good governance, as the public sector must make the best use of resources to comply with the needs of the population. Several indicators can be analyzed to evaluate the effectiveness of a service. This study analyzes theoretical references and presents a systematic...

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Bibliographic Details
Published in:Information (Basel) 2020-10, Vol.11 (10), p.472
Main Authors: Pedrosa, Glauco Vitor, Kosloski, Ricardo A. D., Menezes, Vitor G. de, Iwama, Gabriela Y., Silva, Wander C. M. P. da, Figueiredo, Rejane M. da C.
Format: Article
Language:English
Subjects:
Bibliometrics
Cocitation
Developing countries
digital transformation
e-government
effectiveness
Electronic government
Evaluation
Indicators
LDCs
Literature reviews
Performance evaluation
Public sector
Public services
public services evaluation
Quality standards
service quality
Society
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Summary:Effectiveness is a key feature of good governance, as the public sector must make the best use of resources to comply with the needs of the population. Several indicators can be analyzed to evaluate the effectiveness of a service. This study analyzes theoretical references and presents a systematic research of indicators to assess the effectiveness of digital public services in the perspective of the user. First, a literature review was carried out to identify the most common indicators employed to evaluate effectiveness in the public sector; then, the perception of academics and professionals regarding digital government was assessed to analyze the relevance of these indicators. As a result, two groups of indicators were found: technical factors based on service quality and usefulness of the service. This work contributes to enrich the discussion on how to create an effective model to evaluate the effectiveness of public services to guarantee quality standards and comply with the expectations of users.
ISSN:2078-2489
2078-2489
DOI:10.3390/info11100472