A Survey of Current Measurement Methods for eGovernment User-Satisfaction

A survey on eGovernment user-satisfaction measurement methods was conducted to enable a comparison among them and to facilitate a discussion on good practices. The collected information is related to the methodology properties, tools, followed practices, implementation stage and challenges. The main findings are that the surveyed methods rarely refer to any established relevant standards, they are not regularly updated, and most of them do not have an open process for maintenance. We also note that software vendors are mostly not included in the intended group of users of the measurement results. A revision of methods and their maintenance processes can increase their accountability and enable more efficient use of measurement results for real eGovernment improvements.