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e-Government development in Turkey, Qatar, Lebanon and the UK


The term e-Government is used in everyday language, but what exactly does it mean and how effective is it?

e-Government is the use of the internet to deliver government information and services to citizens to improve and enhance the delivery of public sector organisations.

The research team headed by Professor Zahir Irani explored the factors affecting citizen satisfaction with e-government services in Turkey, Qatar, Lebanon and the UK. The initial research took place in Turkey.

The research delivered a user based evaluation model for benchmarking e-Government services, called COBRA. Before this research, there was no reliable way of evaluating e-Government systems from a citizen user perspective. Factors leading to user satisfaction were identified from focus groups and opinions of e-Government users, experts and academics. These factors included:

  • increased capacity at e-Government call centres
  • stable infrastructures that lead to better services
  • introduction of mobile access
  • webpage personalisation through “my page” portals and improved accessibility

After implementing recommendations based on the COBRA framework, citizen satisfaction increased by 30%. Findings from Turkey were then used and adapted to improve services in Qatar, Lebanon and the UK.

“Having access to knowledge has helped improve the way that Anglesey has deployed information systems and e-Government initiatives. The work helped identify emerging and future challenges"

 (Anglesey City Council)

Groups and individuals such as non-governmental organisations (NGOs), IT professionals and citizens have benefitted from this research as they can utilise resources more effectively. Findings from this research have been put in a White Paper and circulated to many local authorities in the UK and organisations worldwide.

This and other research on e-Government is part of the Operations and Information Systems Management Research Group (OISM).