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Understanding and measuring eGovernment: International benchmarking studies
2006
Development Informatics Group, IDPM, University of Manchester, UK
This paper is aimed at those involved – in planning, in undertaking, in using or in evaluating – the benchmarking or measurement of e-government. It draws on models of e-government and experience of benchmarking to answer four questions: why benchmark e-government? what to benchmark? how to benchmark? how to report? It provides a series of recommendations based on good practice or innovative practice, backed up by a set of conceptual frameworks and statistical findings. There is a particular sensitivity to benchmarking e-government in the "majority world": the developing countries that are home to 80% of the world's population but, as yet, just 20% of e-government users.
Why Benchmark?
eGovernment benchmarking means undertaking a review of comparative performance of e-government between nations or agencies. eGovernment benchmarking studies have two purposes: internal and external. The internal purpose is the benefit achieved for the individual or organisation undertaking the benchmarking study. The external purpose is the benefit achieved for users of the study.
Little or nothing is made explicit about internal purpose in benchmarking studies. It could be synonymous with the external purpose but equally it could relate to a desire to raise the profile or perceived expertise and legitimacy of the individual or organisation in e-government, or it could relate to a desire to attract funds or win additional e-government business. Where a benchmarking report has a sales and marketing function, this could be in tension with development goals. At the very least, it makes sense to ensure that study implementers are themselves clear about their internal purpose even if this is not publicised.
Keywords: eGovernment, benchmarking
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