Implementing Public Utility Commission Web Sites: Targeting Audiences, Missing Opportunities

Abstract

Research demonstrates that some government agencies are more accomplished than others when it comes to e‐government. More generally, various scholars suggest that e‐government is moving forward at a relatively slow pace, especially in relation to the sophistication of government Web sites. With these issues in mind, this research utilized interviews with state public utility commission staff members to explore their agencies' experiences with staffing, funding, coordinating, and prioritizing their e‐government efforts, particularly their Web site activities. Assessing such efforts in both quantitative and qualitative terms, this research found that a mix of various factors, including financial resources, knowledgeable staff, and administrative oversight, related to better performance. Moreover, although public utility commissions have a clear mission to serve both consumers and regulated utilities, this research indicates that the commissions are focusing more of their e‐government efforts on industry rather than citizens.