Qualitative Evaluation of E-Government Service Based on Participatory Index and Balanced Scorecard Approach

Current trend of e-government has changed from the provision of services to the use of information and communication technology to increase the value of services. However, despite the importance of the evaluation of e-government services, literature shows that e-government evaluation is still an immature area in terms of development and management. In this paper, two methods to evaluate the quality of the service offered by e-government are explored respectively. Citizen e-participation index evaluates the target achievement. While the modified BSC model as a process management to control the qualified service delivery. Adopting the two methods together can better assess performance of e-government which is different from other single-method adopted evaluation approach.