IDEAS home Printed from
MyIDEAS: Login to save this article or follow this journal

E-Government Service Delivery Performance: An Adaptation of the Balanced Scorecard to the Public Sector

  • Aisson Lawson-Body

    (University of North Dakota, USA)

  • Jared Keengwe

    (University of North Dakota, USA)

  • Laurence Mukankusi

    (University of North Dakota, USA)

  • Abdou Illia

    (Eastern Illinois University, USA)

  • Glen Miller

    (University of North Dakota, USA)

Registered author(s):

    E-government service delivery performance has been discussed in literature as a way governments use information technologies (IT) to deliver valuable services to their citizens at a lower cost. This article examines the effectiveness of Web site-supported Balanced Scorecard’s four dimensions (innovation and learning, internal process, veteran value proposition, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. CVSOs use Web sites to serve veterans on a Government-to-Citizen (G2C) basis.

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

    File URL:
    Download Restriction: no

    Article provided by IGI Global in its journal Journal of Electronic Commerce in Organizations (JECO).

    Volume (Year): 6 (2008)
    Issue (Month): 2 (April)
    Pages: 11-28

    in new window

    Handle: RePEc:igg:jeco00:v:6:y:2008:i:2:p:11-28
    Contact details of provider: Web page:

    No references listed on IDEAS
    You can help add them by filling out this form.

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    When requesting a correction, please mention this item's handle: RePEc:igg:jeco00:v:6:y:2008:i:2:p:11-28. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Journal Editor)

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link to it, you can help with this form.

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.