Assessing the Performance of E-government Services Through Multi-criteria Analysis: The Case of Egypt

Abstract

E-government projects have been mostly supply driven with relatively less information about the performance of e-government services as well as the perception of the citizens regarding them. Less demanding of the available e-government services may be an indication of some difficulties in using or accessing these services. Therefore, the performance of the available e-government services needs to be assessed. This paper aims to propose a methodology to assess the performance of e-government services. The proposed methodology combines two of the most well-known and extensively used MCDM methods. These methods are PROMETHEE and AHP. The proposed methodology has been applied to assess the performance of e-government services available on Egyptian national portal. The research outcomes inform the policy makers about how e-government services have performed from citizen‘s perspective and help them to take suitable corrective actions to better the ranks of the underperforming services and fulfill the citizens’ needs.