Measuring performance of eGovernment to the disabled: Theory and practice in Taiwan

Abstract

Taiwan`s eGovernment programs have been formulated to improve the quality of government services. The success of eGovernment programs depends on a robust performance assessment that provides a valuable understanding of the impacts of individual projects on stakeholders, including citizens, government employees, businesses, and minorities. In this paper, we emphasize the importance of a citizen-centric approach and propose key indicators for measuring eGovernment programs. We examine the antecedents of the impact assessment of eGovernment in the context of an integrated model. The model incorporates a wide variety of important factors from previous research into a theoretical framework. In 2010 with the assistance of the Research, Development and Evaluation Commission, Executive Yu, we conduct an online survey and made detailed impact assessments of a Government to the Disabled (G2D) program in Taiwan. 5,895 members of three major non-profit organizations for the blind were invited to complete the online questionnaire. The main foci of the questionnaire are project impacts (including cost savings, benefits, and satisfaction), program quality (including program scope, marketing strategy, and social inclusion), web quality (including system quality, information quality, and service quality), user satisfaction, and public trust. This paper presents the results of the survey and summarizes the key findings from the impact assessment of the web accessibility program. The lessons from this study will help us identify the key factors affecting the success of eGovernment and pave the path for future eGovernment initiatives.