The Design And Application Of Performance-driven E-government Services To The Public System

E-government, based on a combination of modern information technology and government management, is one of the important types of contemporary applications of information technology. An e-government public services system can be regarded as a typical service system to enhance the capacity and effect of government services. Most countries over the world take enormous effort on the development of e-government, China is no exception. Since2002, China urges all levels of government to enhance e-government services’capabilities and effectiveness, by assessing the performance of all levels of government e-government public services system annually and in a systematical manner. The construction, operation and continuous improvement of e-government public services system is a complex engineering process which involves government decision-making, administrative management, information technology governance, development and maintenance of software systems, as well as data and knowledge management. It is an important but difficult task for every government at all levels on how to make performance evaluation as a starting point and to continue to improve the capacity and effectiveness of the public services system.Aiming at developing an engineering and effective approach to overcome such a difficulty, the research described in this thesis develops a performance-driven design methodology for e-government public service systems. Based on a characteristics analysis of e-government public service system as well as an analysis of related research, the thesis first proposes a framework for e-government public service system which is based on the Zachman framework. Combining with the research result of e-service lifecycle and the performance evaluation standards of China government online public services, a development process of e-government public service systems based on this framework is the described. The framework for e-government public service systems creatively introduces the service effect and system operating as two new perspectives, to explicitly take users as a class of stakeholders throughout the construction, operation and improvement process of public service systems. The design process covering the whole lifecycle also make the concerns, performance and roles of multiple disciplines (e.g. government management, government IT governance, IT technology, performance evaluation) capable of communicating and interacting with a unified framework. The thesis uses an actual e-government public service system project-Yanta District government public service portal, to illustrate the application of the design methodology, and to verify partially the effectiveness of the methodology based on the result of2012annual performance evaluation carried out by a third party.Finally, the thesis makes a conclusion and discusses possible further work.