Designing a CRM-Based E-Government Usability Services Framework

The “electronic government” movement has swept across most countries in the last decade. This move ment represents a new paradigm for public services. As we know, traditional public services may be improved in many ways by the Internet. According to the literature reviewed, we found many studies were only focused on how to technically establish Web sites that allow citizens appropriate access to government information. However, few studies paid attention to the relationship management among the different e-government stakeholders. Therefore, the objective of this chapter is to integrate the re lationship management among the three groups of stakeholders: the government itself, its citizens and employees. In this chapter, we will examine the literature regarding to the underlying rationale of a successful e-government. Also, an evaluation system for the usability of government Web sites that sup port relationship management among citizens, government employees and public services are developed and empirically tested.