文档介绍：Attaining Social Value from Electronic Government
Michael Grimsley1, Anthony Meehan2
1Faculty of Arts, Computing, Engineering and Sciences,
Sheffield Hallam University,
Howard Street, Sheffield S1 1WB,
UK
2Centre for Research puting,
Department puting,
The Open University,
Walton Hall, Milton Keynes, MK7 6AA,
UK
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Abstract: We define and elaborate a Social Value framework supporting evaluation and attainment of the broader socio-political and socio-economic goals that characterise many electronic government initiatives. The key elements of the framework are the willingness of citizens to (positively) mend an e-government service to others, based upon personal trust in the service provider, and personal experience of the service, based upon experience of service provision and es. The validity of the framework is explored through an empirical quantitative study of citizens’ experiences of a newly introduced e-government system to allocate public social housing. The results of this study include evidence of generic antecedents of trust and willingness to mend, pointing the way to more general applicability of the framework for designers and managers of electronic government systems.
Keywords: electronic government, social value, public value, mendation, trust, evaluation.
Introduction
Expectations of electronic government (e-government) go beyond mere customer satisfaction – they pass a desire for much broader social es. For government, examples of such goals include social inclusion, community development, well-being and sustainability (ODPM 2004; 2005). Equally, citizens attach value to the entitlements of others, for example, in respect of the quality of health care, threshold standards of education, and access to civil and criminal justice (Kelly et al., 2002). Attainment of these socio-political and socio-economic goals depends both upon appropriate evaluative measures, which meaningfully link serv