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E-Government in Australia: A Usability Study of Australian City Council Websites
Abstract
The adoption of e-government signifies a positive way to move ahead in the 21st century with enhanced quality, cost effective government services and a superior relationship between different stakeholders. E-government provides new opportunities to both government and its citizens. The wider acceptance of new communication technologies are helping governments and their agencies worldwide to serve citizens, businesses and other governments with greater efficiency. This chapter looks at e-government development statistics globally before narrowing down to Internet usage and e-government adoption in Australia. Opportunities and challenges of e-government adoption are presented. The chapter then focuses on the current state of e-government in Australian city councils and seeks to evaluate council websites to understand their usability characteristics. Seven Australian capital city council websites have been chosen and evaluated based on factors such as navigation, searchability, layout and visual clarity, information content, communication methods, and transactional services. The research indicates that e-government in Australia is in its early stages and there is scope for further improvement and growth. The high incidence of web presence indicates that government entities, such as city councils are pursuing cyber strategies. Although the majority of government entities utilise websites to disseminate information to the public, optimal use of ICT in the public sector is ad hoc and in infancy albeit growing rapidly. This chapter provides a concise and holistic understanding of issues that can be encountered when exploiting the Internet and ICT for providing e-government services.
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