A framework for post-implementation evaluation of e-government systems in Kenya – a citizen centric approach
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 . .