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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)


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.

Suggested Citation

  • Aisson Lawson-Body & Jared Keengwe & Laurence Mukankusi & Abdou Illia & Glen Miller, 2008. "E-Government Service Delivery Performance: An Adaptation of the Balanced Scorecard to the Public Sector," Journal of Electronic Commerce in Organizations (JECO), IGI Global, vol. 6(2), pages 11-28, April.
  • Handle: RePEc:igg:jeco00:v:6:y:2008:i:2:p:11-28

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