E-Government Evaluation

Governments are in the process of transformation from old to new public management, and now E-Government, where online services are delivered to customers using information and communication technologies. Governments that evaluate customer satisfaction using Likert scales often face the challenge of translating findings into strategic actions. This paper introduces a novel ROI vs. ROR matrix analysis, a strategic action tool, to assess customer satisfaction in using E-Filing service in Malaysia. This paper will explore the concept of Customer Relationship Management (CRM) in E-Government, especially the business benefits realisations, tangible in the form of return on investment (ROI, e.g., cost savings) and intangible in the form of return on relationship (ROR, e.g., provide prompt services and helpful responses to customer requests). The development of the ROI vs. ROR matrix is discussed and followed by a demonstration of the usefulness of this matrix to classify customer experiences into four satisfaction quadrants. The research findings are then translated into strategic actions. This research allows the government service provider to identify strategic focus areas that need attention and allocation of resources. Since the main objective of CRM in E-Government is to improve customer satisfaction, the introduction of this ROI vs ROR matrix is timely to help government service provider to learn about their needs and motivations in using E-Government services.