E-Government Service Supply Chain: Identifying Performance Evaluation Indicators (Case Study of e-Customs System in Iran)
Subject Areas : ICTjalal zare 1 , Rosa Hendijani 2
1 -
2 - Faculty
Keywords: service supply chain, e-government, e-customs system, SMART, ELECTRE I,
Abstract :
Today, many governments around the world are increasingly leveraging advances in information and communication technologies to provide electronic services to their citizens. But estimates indicate that e-government projects will fail miserably, both in part and in whole. Incomplete formation and poor supply chain performance are the most important reasons for the failure of these projects by researchers. Due to the fact that few studies have been conducted in the field of e-government service supply chain and its performance evaluation indicators, this study has studied the e-government service supply chain in Iran by studying the e-customs system. Also, using SMART criteria and ELECTRE I technique, it has identified the performance evaluation indicators of this chain. This study shows that just as the principles of e-supply chain in the manufacturing sector have been proposed by researchers, this concept can be generalized to the public service sector. The results also show that unlike previous studies on performance appraisal indicators, e-government service supply chain indicators have significant differences with traditional service supply chains.
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