Evaluation of the Public Value of E-Government Services in Ethiopia: Case of Court Case Management System (CCMS)
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Date
2018-06
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Addis Ababa University
Abstract
Electronic government (e-government) refers to the use of information and communication technologies to
help public organizations more accessible, productive, responsive and responsible. Extant studies confirmed
that organizations granted trust and goodwill from the public or the customer through the e-government
services delivery seeing that the public value is settled. However, research conducted in this area focused on
the initiatives, sustainability, and success of the e-government project. Although the public value of e-government
services is the emerging concept and it requires adequate research, in the knowledge of the
researcher, there is no research conducted in Ethiopia. The objective of this study is to evaluate the public
value of e-government services and to identify challenges associated with it. Specifically, it aims to identify
the evaluation framework from extant literature, assess the status of e-Government services public value,
find the challenges associated with meeting the public value of the e-government services in Federal
Supreme Court and forward possible recommendations to address challenges associated with e-government
services in attaining public value. To achieve these objectives, both qualitative and quantitative
methodologies were employed on survey data. Both quantitative and qualitative findings were triangulated
for better investigating the public value of e-government services. The revised framework consists of three
main dimensions: (i) delivery of quality public services, (ii) the effectiveness of public organizations, and
(iii) achievement of socially desirable outcomes were applied for evaluation. The response from 35.77%
respondents confirms that quality public service delivery achievement but 64.23% disregarded. The answer
from 33% participants revealed that the public organization is effective despite 77% respondents not
accepted. The reaction from 25% participant assured that socially desirable outcome is achieved through e-government
services while 75% said not. In general, 31 .25% respondents agreed on public value of e-government
services achievement whereas the rest 68.75% said it is not achieved. This leads to the
development of some specific recommendation for improving the public value of e-government in FSC. The
study has a contribution to the e-government services public value research domain from both the theoretical
and practical perspectives. From the theoretical perspective, it demonstrates the applicabiIity of the concept
of public value for evaluating the performance of e-government. From the practical perspective, it presents
an investigation of the public value of e-government. Such an investigation provides the stakeholders with a
realistic assessment of the overall performance of e-government in FSC. It helps to the development of some
specific recommendations for enhancing and improving the public value of e-government. Such findings are
not only significant for the continuous development of e-government services in FSC but also for meeting
the expectation and demand of the customers.
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Keywords
e-Government, public value, revised framework