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E-Government and Its Evaluation in South East Europe: The Case of Albania

E-Government and Its Evaluation in South East Europe: The Case of Albania
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Author(s): Endrit Kromidha (Military University “Skenderbej” Tirana, Albania) and José-Rodrigo Córdoba (University of London, UK)
Copyright: 2010
Pages: 16
Source title: Systems Thinking and E-Participation: ICT in the Governance of Society
Source Author(s)/Editor(s): Jose Rodrigo Cordoba-Pachon (University of London, UK) and Alejandro Elias Ochoa-Arias (Universidad de los Andes, Mérida, Venezuela)
DOI: 10.4018/978-1-60566-860-4.ch017


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E-government (electronic government) has spread globally as a phenomenon that involves the use of information technologies supports delivery of public services. There are different actors and organisations being involved in e-government implementation and use, three of which are government organisations, businesses and citizens. In the case of government institutions, a common goal is to provide an appropriate service environment for both businesses and citizens. Citizens want to maximize their benefits received when for instance they pay taxes, and businesses have a goal to maximize profits. How to assess and improve e-government services is still a challenge in many countries. This chapter will offer some insights into the e-government phenomenon which could inform its future evaluation. The objective is to review e-government in the light of new public management (Barzelay, 2001), a term used in the last 30 years to describe new themes, styles, and patterns of public service management. This will lead us to consider alternative ways to evaluate e-government services (e-services). One of these is a technology acceptance model (TAM) to describe e-government related reforms in Albania and the Balkans region towards building a better understanding of how evaluation could be conducted. The insights from the Albanian case open up a number of opportunities that could be taken forward by policy makers, developers and other stakeholders. For those researching on e-government evaluation, the chapter offers a view of why we need to consider different aspects in the evaluation process.

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