Abstract
A representative sample of Australian web sites was investigated for its responsiveness to a request from a citizen, their accessibility, public outreach, privacy and security, among other characteristics. This research study shows that Australian e-government web sites lack a customer orientation, that is, web sites that tailor their services and tools towards the customers’ needs. Only a small percentage of web sites provided content in alternative languages (a limitation in a country that is characterised as multicultural), and a great majority of web sites did not respond to a simple e-mail of a citizen. Australian e-government websites are performing very well with almost 96% all examined websites posting a clear privacy policy. In terms of security 62% of the web sites provided clear statements reassuring a citizen’s concern for security.
This is a preview of subscription content, log in via an institution to check access.
Access this chapter
Tax calculation will be finalised at checkout
Purchases are for personal use only
Preview
Unable to display preview. Download preview PDF.
Similar content being viewed by others
References
Tat-Kei Ho, A.: Reinventing local governments and the e-government initiative. Public Administration Review 62(4), 434–445 (2002)
Hyde, A.C.: If there must be one, let it be Bill Gates. The Public Manager 29(1), 61–62 (2000)
Crowe, D.: Australia lags e-government leaders, in Australasian Business Intellig (2003)
(NOIE), N.O.o.t.I.E., Integrated services, NOIE (2004)
Osborne, D., Gaebler, T.: Reinventing government. How the entrepreneurial spirit is transforming the public sector. Addison-Wesley, Reading (1992)
Moon, J.: The evolution of e-government among municipalities: rhetoric or reality? Public Administration Review 62(4), 424–434 (2002)
OECD, OECD Communications Outlook.The International Digital Divide. Information Society, 1(5) (2001)
Bucy, E.: Social Access to the Internet. Press/Politics 5(1), 50–61 (2000)
West, D.: State and Federal E-government in the United States, 2002a, Brown University (2002)
Criado, J.L., Ramilo, M.C.: E-government: An analysis of website orientation to the citizens in Spanish municipalities. International Journal of Public Sector Management 16(3), 191–218 (2003)
Teicher, J., Hughes, O., Dow, N.: E-government: a new route to public sector quality. Managing Service Quality 12(6), 384–393 (2002)
Friedman, B., Khan, P.H., Howe, D.C.: Trust Online. Communications of the ACM 43(12), 34–40 (2000)
Attal, J.: The e-government imperative, in Government Procurement (2002)
Annonymous, The new e-government equation: Ease, engagement, privacy, and protection, The Council for Excellence in Government (2003)
Griffith, D.A., Krampf, R.A.: An examination of the Web based strategies of the top 100 U.S. retailers. Journal of Marketing Theory and Practice 6(3), 12–23 (1998)
Zeithaml, V., Parasuraman, A., Malhotra, A.: Service quality delivery through Web sites: A critical review of extant knowledge. Academy of Marketing Science 30(4), 362–376 (2002)
Chisholm, W., Vanderheiden, G., Jacobs, I.: Web Content Accessibility Guidelines 1.0, W3C (1999)
Burns, A.C., Bush, R.F.: Marketing Research:Online Research Applications. Pearson Education, New jersey (2003)
Moore, R.: Democracy and Cyberspace. In: Loader, D.B. (ed.) Digital democracy: discourse and decision making in the information age, pp. 39–62. Routledge, London (1999)
Thomas, J.C., Streib, G.: The new face of government: citizen-initiated contacts in the era of e-government. J. of Public Administr. Research & Theory 13(1), 83–112 (2003)
Swartz, N.: E-Government around the world. Information management Journal 38(1), 12–13 (2004)
West, D.: Global e-government 2002. Brown University (2002b)
(NOIE), N.O.o.t.I.E., Government online survey results-round 4, NOIE (2001)
DMR, C., The e-government benefits study, NOEI: Canberra (2002)
: E-democracy around the world: A survey for the Bertelsmann Foundation, South Carolina (2001)
Congress Online Project, C
Accenture, egovernment leadership - realizing the vision (2002)
Accenture, egovernment, the commitment continues (2001)
Author information
Authors and Affiliations
Editor information
Editors and Affiliations
Rights and permissions
Copyright information
© 2004 Springer-Verlag Berlin Heidelberg
About this paper
Cite this paper
Riquelme, H., Buranasantikul, P. (2004). e-Government in Australia: A Citizen’s Perspective. In: Traunmüller, R. (eds) Electronic Government. EGOV 2004. Lecture Notes in Computer Science, vol 3183. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-540-30078-6_53
Download citation
DOI: https://doi.org/10.1007/978-3-540-30078-6_53
Publisher Name: Springer, Berlin, Heidelberg
Print ISBN: 978-3-540-22916-2
Online ISBN: 978-3-540-30078-6
eBook Packages: Springer Book Archive