Elektroninės valdžios paslaugų kokybės vertinimas

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Collection:
Mokslo publikacijos / Scientific publications
Document Type:
Straipsnis / Article
Language:
Lietuvių kalba / Lithuanian
Title:
Elektroninės valdžios paslaugų kokybės vertinimas
Alternative Title:
E-government services quality evaluation
In the Journal:
Ekonomika ir vadyba [Economics and management]. 2007, Nr. 12, p. 1017-1024
Summary / Abstract:

LTStraipsnyje nagrinėjama elektroninės valdžios paslaugų kokybės vertinimo kriterijai iš piliečių pozicijos. Siekiant pagrįsti elektroninės valdžios paslaugų kokybės vertinimo kriterijų identifikavimo svarbą ir nustatyti pačius kriterijus, pasirinkta tokia straipsnio struktūra: pirmoje dalyje pateikiama elektroninės valdžios ir elektroninės valdžios vartotojo samprata; antroje dalyje nagrinėjama elektroninės valdžios paslaugos kokybės samprata; trečioji dalis skirta elektroninės valdžios paslaugų kokybes kriterijų identifikavimui. Atlikus užsienio šalių specialistų darbų loginę analizę, atskirų atvejų nagrinėjimą ir palyginamąją analizę buvo sudarytas teorinis elektroninės valdžios paslaugų vertinimo kriterijų modelis įvertinant skirtingą elektroninės valdžios išvystymo lygį nuo informacijos pateikimo iki transformavimosi etapo. Kiekvienam etapui identifikuoti elektroninės paslaugos kokybės vertinimo kriterijai. Modelis yra teorinio pobūdžio ir turi būti patikrintas empiriškai. Straipsnyje pateikiamas kriterijų modelis nepateikia metodologijos praktiniam įgyvendinimui. [Iš leidinio]

ENThe adoption of information and communications technology and related practices in the commercial sector and the diffusion of the internet among the general population have resulted in a rising level of comfort and familiarity with the technologies in many contexts.[...] An e-government strategy is a fundamental element in modernizing the public sector. Seeking to satisfy the customer and to improve activity according customer requirements it is necessary to evaluate the quality of e-government. The primary question required analysis is the conception of e-government. E-government provides a wide variety of information to citizens and businesses through internet. However, the role of e-government is not only to provide information and services to citizen, which could be provided by commercial firms. E-government can develop the strategic connections between public sector organizations and their departments and make the communication between government levels. Through an integrated web portal, it will be possible for citizens and businesses to complete a transaction with government agencies without having to visit several separate ministries/departments in separate physical locations. [...] This includes digitizing procurement services from and to businesses in order to improve their service quality, convenience and cost effectiveness. The interest in e-government quality is still poor so it is useful to analyze electronic service quality descriptions because e-government is electronic service as well. The most work in quality analyzes was done by quality specialists.So, it is necessary to analyze e-government quality conception according 5 quality views established by Garvin. Seeking excellence in e-government the main arbiter deciding about e-government quality is customer. Many authors proposed that citizens should be regarded and treated as customers, suggesting that the delivery of government services should be redesigned with a customer focus. This view is challenged by Mintzberg (1996), who usefully distinguishes customer from clients, citizens and subjects. He points out that you don't have to call someone a customer in order to treat them well or ensure that services are designed with them in mind. Customers buy products, clients buy services, but citizens have rights 'that go far beyond those of customers or even clients. Furthermore, citizens not only have rights, but also duties, as subjects: to pay taxes, to be drafted in armies and to respect law. To suggest that citizens are equivalent to and should be treated as customer not only grossly oversimplifies the nature of the relationship between government and citizens but it perverts. This point more enhance the necessity to analyze a-government services quality criteria from citizens view point. It is essential to investigate what kinds of factors influence citizens attitudes and behaviours towards e-services. The main stages of e-government maturity were reviewed in this paper (provision of information, interaction stage, transaction stage and transforming stage). And e-government services quality criteria were established regarding to e-government maturity stage. [From the publication]

ISSN:
1822-6515
Related Publications:
Kaimo turizmo paslaugų kokybė / Aida Danusienė. Ekonomikos ir vadybos aktualijos. 2012, 2012, p. 82-88.
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https://www.lituanistika.lt/content/17946
Updated:
2018-12-17 12:05:00
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