| dc.description.abstract | The e-government field is growing to a considerable size, especially in developing countries
as government seeks to make use of ICT to serve its citizens efficiently and effectively. E-government
projects cost are enormous and therefore it becomes imperative for governments
to continuously evaluate these projects with a view of identifying the benefits and improving
the quality of services they offer to the citizens.
Like the evaluation of all other information systems initiatives, the evaluation of e-governments
in both theory and practice has proved to be important but complex. The
complexity of evaluation is mostly due to the multiple perspectives involved, the difficulties
of quantifying benefits, and the social and technical context of use.
In this research, existing frameworks for e-government software projects evaluation were
analyzed with the aim of developing an evaluation framework for e-government systems with
the citizen as the central focus. The main aim of this paper is to investigate the citizen'
perspective in evaluating e-government services, and present a set of evaluating factors that
can be used in evaluation of e-government systems. The research identified four main groups
for evaluation of e-government system; financial, social, technical and delivery platform (in
our case, website) and developed specific factors to measure these four groups with a
consideration of the level of e-government in Kenya.
Two cases were considered in the evaluation of e-government services: Kenya Public Service
Commission Online Recruitment and Selection Database System and Kenya Revenue
Authority New Taxpayer PIN Registration Online System. A sample of e-government
services users of these selected cases were randomly obtained and self administered
questionnaires were sent to them. The research found out that 1.46% of the respondents were
very disappointed, 4.89% were disappointed, 41.46% were slightly satisfied, 33.17% were
satisfied and 19.02% were very satisfied with the online job application system. In the case of
new taxpayer PIN registration, none of the respondents were very disappointed while 15.71%
were disappointed, 24.76% were slightly satisfied, 56.19% were satisfied and 3.33% were
very satisfied. None of the two systems was available throughout as it is supposed to be in eservice
provision. KRA new taxpayer PIN online registration faired better than PSC online
job application with 13.33% of the respondents indicating that the KRA e-service is always
available as compared to 0.49% in the online job application service . . | en |
