This paper reports the development of an assessment methodology that could be used in developing countries to justify investments in e-government, as well as to establish a performance benchmark for future projects. This framework identifies key stakeholders, dimensions on which the impact needs to be measured, and a methodology of measurement. Client value is measured primarily in two dimensions: 1) cost to the client of accessing services, and 2) perception by the client of quality of service and governance. In a limited way, the anancial cost- beneat impact to the agency implementing the project is also studied. The paper takes India as its example location for application of the framework, presenting assessment results from eight e-government projects which estimate the difference between client ratings of computerized and (earlier) manual systems. Clients indicated an overwhelming preference for computerized service delivery, with reports of fewer journeys, less waiting time, and some reduction in corruption (marginal in places).
© Information Technologies & International Development, 2010