Perceived Effectiveness of E-Government and its Usage in City Governments: Survey Evidence from Information Technology Directors

Abstract

This article examines the perceived effectiveness of e-government by Information Technology (IT) directors in local governments in the United States. Most of the existing empirical research has examined the level of adoption of e-government; it does not focus on what is the overall effectiveness of e-government for city governments as this study does. This is accomplished through a survey of IT directors exploring their perceptions of e-government to determine whether this is related to the overall usage of e-government in cities. Websites were the most effective service channel for getting information; the telephone was the most effective service channel for solving a problem; while in person at a government office was most effective service channel for citizens’ to access city services. E-government usage was positively related to managerial effectiveness, having a champion of e-government, and perceived effectiveness of citizen access to online information.