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dc.contributor.authorHannah, Polsonen_NZ
dc.contributor.authorTheivananthampillai, Paulen_NZ
dc.date.available2011-04-07T03:02:08Z
dc.date.copyright2005en_NZ
dc.identifier.citationHannah, P., & Theivananthampillai, P. (2005). Customer Orientation in E-government: The Managers’ Perspectives. Accountancy Working Paper Series presented at the Spain, 2006 at the European Information System Conference.en
dc.identifier.urihttp://hdl.handle.net/10523/753
dc.description.abstractWith the increasing focus on technology, the demand for the electronic provision of services is growing. Public sector organisations are beginning to consider whether they too should integrate technology into their operations, specifically with projects such as websites, intranets or systems for communication. This study aims to consider whether the implentation of e-government in a local public sector organisation has enabled this organisation to achieve their customer orientation in order to realise improved levels of performance. This study provides a number of useful insights. Firstly all managers appear to understand the customer orientation of the organisation and thus the importance of a focus on the customer. There seems to be a difficulty however of implementing this customer orientation in practice. The lack of effective customer measures means managers tend to focus on internal measures. While managers perceive there to be a number of potential benefits, the majority of these tend to be related to efficiency and the achievement of outputs. For departments with low customer orientation there is not likely to be a strong link between outputs and outcomes therefore there is a potential danger that technology will divert their attention away from the customer. While e-government may result in achievement of output objectives this are not necessarily conducive to achieving the organisations overall mission. In summary, the results of this study imply that despite the orientatation-performance link, e-government can provide benefits. These however are more likely to be related to operational efficienicy at low levels of customer orientation. In other cases, what gets measured is what gets done. For the real potential of e-government to be realised there must be a strong alignment of customer orientation and e-government. Managers must be clear as to what the overall mission is and how e-government can assist them in achieving this.en_NZ
dc.format.mimetypeapplication/pdf
dc.relation.ispartofseriesAccountancy Working Paper Seriesen_NZ
dc.relation.replaces713en_NZ
dc.relation.urihttp://ssrn.com/abstract=1441648en_NZ
dc.subjectE governmenten_NZ
dc.subjectcustomer orientat ionen_NZ
dc.subjectalignmenten_NZ
dc.subjectG2Cen_NZ
dc.subjectserviceen_NZ
dc.subjectoperational efficiency
dc.subject.lcshHF Commerceen_NZ
dc.subject.lcshHF5601 Accountingen_NZ
dc.subject.lcshHF5601 Accountingen_NZ
dc.titleCustomer Orientation in E-government: The Managers’ Perspectivesen_NZ
dc.typeConference or Workshop Item (Paper)en_NZ
dc.description.versionPublisheden_NZ
otago.date.accession2009-12-07 19:56:14en_NZ
otago.openaccessOpen
dc.identifier.eprints865en_NZ
dc.description.refereedPeer Revieweden_NZ
otago.school.eprintsAccountancy & Business Lawen_NZ
dc.description.referencesAnonymous (2000) ‘Lets Count the benefits of dealing with government online’ Technology in Government, Willowdale, Vol. 7, Iss. 10, pp. 7 Bell, Stephen (2003) ‘Power to the People’ Computerworld New Zealand, Iss.777, pp.15 Bell, Stephen ‘Wellington City clears hurdles’, Computerworld New Zealand, Iss.777, pp.14 Bovaid (2000) ‘Performance Measurement and Evaluation of e-Government and e- Governance Programmes and Initiatives’ Working paper Bristol Business School, University of the West of England, UK Cullen, Rowena (2000), ‘The Government On-line: Information or Infotainment?’,sourced from http://www.scim.vuw.ac.nz/research/govtonline/Govton-line.htm, accessed 4 June 2003 Di Maio, Andrea (2003) ‘Traditional ROI Measures will Fail in Government’, sourced from www.gartner.com, article number AV-20-3454, accessed 29 August 2003 Eisenhardt, K., (1989) ‘Building theories from case study research’ Academy of Management Review, Vol. 14, Iss.4, pp.532-550 Freeman and Nelson, (2003), ‘Economic Competitiveness Is Vital in the 21st Century’, Public Management; Washington; Jan/Feb Greenspan, Robyn (2002) ‘Around the World with E-government’, sourced from http://cyberatlas.internet.com/big_picture/geographics/article/0,1323,5911_101553 1,00.html, accessed 29 August 2003 Heiens, R.A, (2000) ‘Market Orientation: Toward an Integrated Framework’ Academy of Marketing Science Review, sourced from http://www.amsreview.org/articles/heiens01-2000.pdf accessed 5 June 2003 Henderson and Venkatraman (1999) ‘Strategic Alignment: Leveraging information technology for transforming organisations’ IBM Systems Journal; Armonk; 1999; Vol. 38, Iss2/3, pp. 472 Kaplan, R.S., Norton, D.P., (1992), ‘The Balanced Scorecard – Measures that Drive Performance’, Harvard Business Review, Boston, Vol. 70, Iss. 1; p. 71-80 Kaplan, R.S., Norton, D.P., (1996), ‘Linking the Balanced Scorecard to Strategy’, California Management Review, Vol. 39, Iss. 1, pp. 53-79 Lehmanand, H., and Nin, D., ‘Nr 8 IT – Creating an Information Intensive Business in New Zealand: A Single Case Study Approach’, New Zealand Journal of Computing, Vol 6, Iss.1, pp.163-170 Mahoney (2002) as cited in ‘Local e-government now: a worldwide view’, report published by Society of Information Technology Management (Socitm) and Institute and Development Agency (IDeA) Melitski, J., (2002), ‘The World of E-government and E-governance’, sourced from http://www.aspanet.org/solutions/egovworld.html accessed 25 August 2003 Napoli, Ewing and Pitt (2000) ‘Factors affecting the adoption of the Internet in the Public Sector’ Journal of Nonprofit and Public Sector Marketing 78, Vol. 7, Iss. 4 Parasuraman (1991) ‘Marketing Research (2nd Edition)’, Addison-Wesley Publishing Company Pfahler, D., (2002) “Foreward” in “Local e-government now: a world wide view”, SOCITM: I&DEA Socitm and IdeA, (2002), ‘Local e-government now: a worldwide view’, report published by Society of Information Technology Management (Socitm) and Institute and Development Agency (IDeA) Story, Mark (2000) ‘Fingertip Control’, New Zealand Management, Auckland, Sep 2000, Vol. 47, Iss 8, pp. 16-20 Tallon, Paul; Kraemer, Kenneth L; Gurbaxani, Vijay (2000) ‘Executives’ Perceptions of the Business Value of Information Technology: A Process Oriented Approach’ Journal of Management Information Systems; Armonk; Vol.16, Iss.4 pp.145en_NZ
otago.event.dates22 - 24 March 2005en_NZ
otago.event.placeUK Academy for Information Systems Conference 2005en_NZ
otago.event.typeconferenceen_NZ
otago.event.titleSpain, 2006 at the European Information System Conferenceen_NZ
otago.relation.number14
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