Model for the quality of local government online services

Abstract

With this work, we wanted to develop a comprehensive model to evaluate the quality of online local government services. In a first stage, this paper presents a literature review with a careful analysis of book samples, thesis, dissertations and articles from this field of expertise, and identifies the specificities of local governments, as well as quality assessment approaches to traditional, electronic, and e-Government services. This literature review allowed us, simultaneously, to identify a list of dimensions that evaluate the local context. To better understand the specificities of local authorities and complete the list of dimensions collected from our literature review, we carried out an empirical study based on 21 interviews with local government experts. From this evidence collection and analysis we identified 30 dimensions that specifically evaluate local government online services. The next step consisted in submitting this list to a Delphi Method process, to validate, add, remove or expand dimensions and domains. This method allowed us to reach a consensus in two rounds and counted with the participation of 44 experts. As a result of the Delphi Method process, a specific model comprised by 32 dimensions (assessment criteria) divided in four areas was developed for the assessment of local government online services. Finally, to validate the model, 255 users who had previously requested and completed a local online service (from request to payment) at the Municipality of Penacova used our web tool. In short, the results obtained from the selected sample indicate that the measuring tool used in the developed model is consistent, measures and discriminate the quality of the online services provided by local governments.