Business Excellence, Vol. 11 No. 2, 2017.
Review article
https://doi.org/10.22598/pi-be/2017.11.2.85
INDICATORS AND METRICS FOR E-GOVERNMENT MATURITY MODEL IN CROATIA
Josipa Perkov
orcid.org/0000-0001-8194-2400
; University of Zadar, Department of Economics, Zadar, Croatia
Ante Panjkota
; University of Zadar, Department of Economics/ Maritime Department, Zadar, Croatia
Ivona Mikulandra Volić
; iversity of Zadar, Department of Economics, Zadar, Croatia
Abstract
E-government should enable a simple approach to online services, simple communication with public authorities and a reduction of time and costs of different transactions. Implementation and further development of e-government are trends in providing public services in many countries, but there is a big difference in the usage of such services among developed and underdeveloped countries. With the aim of bringing rational decisions about the development of e-government, maturity models are used as a tool for assessing, comparing and benchmarking development and success in the implementation of e government. When it comes to e-government maturity models, special attention should be given to the complexity of e-government in sociological, technological and organizational issues. This complexity has led to the development of many e-government maturity models
with different indicators and metrics. Literature review gives answers to the following research questions: Which indicators and metrics are used in some of the more commonly used and/or discussed e-government maturity models? Are those indicators and metrics applicable for Croatian e-government or is there a need for a special model? The aim of this paper is to highlight those indicators and metrics which are able to objectively measure certain values of e-government and to highlight those that are for now without an absolute measure. The result of this paper is a presentation and analysis of indicators and metrics in some of the most commonly used and/or discussed e-government maturity
models. By synthesizing conclusions, this paper gives guidelines for the development of an e-government maturity model in Croatia.
Keywords
E-government; online services; indicators; metrics; maturity model
Hrčak ID:
192701
URI
Publication date:
20.12.2017.
Visits: 4.210 *