Systems Thinking to Improve E-Government Evaluation

Research output: Chapter in Book/Report/Conference proceedingChapter


Worldwide there is increasing interest in both academic and government sectors to evaluate the different impacts of electronic government (e-government) systems. A number of predictive, cause-effect, linearly and functionally oriented models of evaluation have been proposed and applied. The focus of these models is to identify and quantify costs and benefits derived from successful e-government systems implementation and adoption. However the inclusion of different stakeholders in e-government evaluation remains marginal and
limited to input information for the above models. This paper criticises existing evaluation models in two particular aspects: 1) the uncritical identification and quantification of different evaluation elements (aspects,costs, benefits or impacts, people to be involved in evaluation); and 2) the lack of reflection in relation to how evaluation information is used in managerial decision making. Criticisms regarding these aspects are drawn with the help of systems thinking, a body of knowledge which includes theories, ideas and methodologies for
complex problem solving and whose use could enable critical surface and review of evaluation stakeholders’concerns about e-government. Strategies to make e-government evaluation practice more inclusive and critical in relation to stakeholders’ concerns in their evaluation context are proposed and discussed.
Original languageEnglish
Title of host publicationDecision Management
Subtitle of host publicationConcepts, Methodologies, Tools, and Applications (4 Volumes)
EditorsMehdi Khosrow-Pour
Place of PublicationUnited States of America
PublisherIGI Global
Number of pages17
ISBN (Electronic)9781522518389
ISBN (Print)9781522518372
Publication statusPublished - 1 Jan 2017


  • e-government
  • evaluation
  • systems thinking
  • models

Cite this