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This research offers a limited empirical study of online service in federal government agencies. The authors are interested in the evolution of online governance and what factors influence the adoption and elaboration of online services. Information about online agency services was gathered primarily from online U.S. General Accounting Office reports and testimony offered between 1993 and 2000. The authors examine online activities that carry out three governmental functions: providing services, collecting information, and soliciting stakeholder comment. Four principal cases were selected: the Social Security Administration’s Online PEBES, the Department of Education’s National Student Loan Data System, the Securities and Exchange Commission, and the Nuclear Regulatory Commission. The analysis of these cases identifies a partial sequence of steps or stages in development of online services. It appears that this sequence is a result of both learning and the imposition of certain standards of performance based on best practices and legislative mandates.
Mahler et al. (Sun,) studied this question.