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Measuring and Improving Information-Based Government Websites: A Suggested Framework
Abstract
This chapter presents a flexible framework for measuring efficiency, effectiveness, and citizen satisfaction with public sector websites. The framework uses research methods that measure the extent to which online information advances organizational objectives, reaches its target audience, and meets users’ expectations for service and quality. By gathering and reporting on this information, public sector website performance can be continuously improved. The framework is presented in a format that facilitates its evaluation. The design, implementation, and use of the performance measurement framework are described in detail by presenting logic models that describe possible activities and expected outcomes of each phase.
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