E-Government Portal Updates' Evaluation

Abstract

More than a decade has passed since the launch of the first e-Government one-stop web portals, which concern central points for digital access by citizens, enterprises and government. Due to the broad audience that these portals serve, various analyses have been performed concerning their effectiveness with regard to service delivery; trustworthiness with regard to service availability; usability; accessibility; and user satisfaction etc. The results from these analyses have extreme interest for governments, since they reflect government strategic planning, internal efficiency and effectiveness, while they have been utilized for their upgrades. E-Government portal upgrade appears to be something usual and various updates have been observed in most portals during this timeframe. This paper addresses and important issue: “do e-Government portal updates enhance user satisfaction?” To this end, a comparative qualitative evaluation of some major e-Government portals is performed, with the use of the American Customer Satisfaction Index (ACSI) during 2009 and 2012.