E-Government for Better Performance: Promises, Realities, and Challenges

As elected officials and citizens demand accountability and results from e-government programs, it is important to assess whether e-government has fulfilled its promises and to outline the challenges lying ahead. Based on the literature, government reports, and other secondary data, this article evaluates the impact of e-government on service accessibility, efficiency, economy, effectiveness, and other end-outcomes. It reveals that although some e-government programs have demonstrated efficiency and economy gains, many are still struggling to make a business case. Effectiveness and other end-outcomes are even more difficult to achieve. This paper also examines the national characteristics that affect different countries' e-government developments and the managerial challenges that public managers face. Political and social rights are considered important for further promoting e-government. Resource, top leadership support, strategic planning, and collaboration, among others, are emphasized for e-government success.