Rethinking E‐government Performance Assessment From a Citizen Perspective

The use of information and communication technology ( ICT ), particularly that related to the consolidation of the internet as a social and business networking medium, has impelled governments towards enabling e‐government (e‐gov) programs to transform the future of the delivery of public services. E‐gov has a clear economic, social, and political impact that should be monitored in order to steer the design of effective public policies. In this article, we argue that evaluating the impact of e‐gov entails a complex process of e‐gov performance assessment that should take into account the perspective of citizens. Supported by a framework that combines two theoretical views, namely the structurationist view of technology and the social shaping of technology, we propose a model that consolidates nine performance dimensions. This model is the result of empirical work based on an in‐depth analysis of interviews with relevant social groups regarding their perceptions of the technological artefacts of e‐gov.