E-Valitsuse teenuste kvaliteedi hindamine
Date
2012
Authors
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Journal ISSN
Volume Title
Publisher
Tartu Ülikool
Abstract
Magistritöö esimeseks eesmärgiks oli uurida teoreetilist tausta, mis on seotud e-Valitsuse teenuste kvaliteedi hindamisega. Uuringud näitavad ja kinnitavad, et Euroopa Liit ja kogu maailm on liikumas kasutajakeskse e-Valitsuse teenuste paradigma suunas. E-Valitsuse teenuse ja selle kvaliteedi mõiste on erinevate organisatsioonides semantiliselt erinev, kuid lõppeesmärk jääb samaks, pakkuda veebis kodanikule tõhusaid ja tulemuslikke avaliku sektori teenuseid. E-Valitsuse teenuste kvaliteeti on võimalik hinnata neljal erineval tasandil: protsessi võimekuse, tehnilise võimekuse, veebi kasutatavuse ja kasutaja rahulolu tasandil. Erinevaid mudeleid on mitmeid, sealhulgas käesoleva magistriöö praktiliseks hindamiseks valitud e-GovQual, COBRAS ja Soome Rahandusministeeriumi kvaliteedi hindamise mudelid. Valitud kvaliteedi hindamise mudelid keskenduvad kasutajakeskse e-Valitsuse teenuste hindamisele ning on suunatud kasutaja rahuolu saavutamiseks e-teenuste kasutamisel. Need mudelid sisaldavad erinevaid kvaliteedi hindamise valdkondi nagu näiteks kasutatavus, sisu, maksumus ja võimalused.
Magistritöö teiseks eesmärgiks oli hinnata praktiliselt kolme kvaliteedi hindamise mudelit e-GovQual, COBRAS ja Soome Rahandusministeeriumi mudelit kahel erineval Eesti e-Valitsuse teenuste portaalil eesti.ee ning Põllumajanduse Registrite ja Informatsiooni Ameti kliendiportaalil e-PRIA. Hindamise tulemusel selgus, et ühtegi valitud mudelit pole võimalik üks-üheselt Eesti Vabariigis kasutusele võtta ja need vajavad kohandamist Eesti oludele. E-GovQual ja COBRAS on üldisemad ja keskenduvad kasutajakeskse veebilehekülje hindamise tasandile, samas kui Soome kvaliteedimudel on täiuslikum ning hindab nii protsesse, tehnilist poolt kui ka veebi kvaliteedi tasandit. Magistriöö annab soovitusi edaspidisteks uuringuteks, kuidas välja töötada Eesti e-Valitsuse teenuste kvaliteedi hindamise mudel.
The first goal of the thesis was to study theoretical background of e-Government services’ quality assessment. Studies show that European Union, and the world, is moving towards user-centric e-Government services paradigm. The definition e-Government service and its quality are semantically different in various organizations but the goal stays the same, to offer the citizen efficient and effective public sector services. The e-Government services’ quality can be assessed in four different levels: process performance, technical performance, website quality and user satisfaction. Various e-Government quality assessment models exist, including this thesis’s practical assessment models e-GovQual, COBRAS and Finnish Ministry of Finance’s quality assessment model. The chosen models focus on citizen-centric e-Government services’ quality assessment and achieving user satisfaction in using e-services. These models include various quality assessment areas, e.g. use, content, cost and opportunities. The second goal for the thesis was to practically assess the three quality assessment models e-GovQual, COBRAS and Finnish Ministry of Finance’s models on Estonian e-Government services’ portals eesti.ee and client portal of Agricultural Registers and Information Board. The assessment results indicate that none of these models could be completely take it use and need to be adjusted to Estonian needs. The e-GovQual and COBRAS models are more general and focus on user-centric website usability quality level, as the Finnish quality model is more comprehensive and assesses the process, technical and website quality levels. The Master’s thesis gives an input for further studies, how to develop Estonian e-Government services’ quality assessment model.
The first goal of the thesis was to study theoretical background of e-Government services’ quality assessment. Studies show that European Union, and the world, is moving towards user-centric e-Government services paradigm. The definition e-Government service and its quality are semantically different in various organizations but the goal stays the same, to offer the citizen efficient and effective public sector services. The e-Government services’ quality can be assessed in four different levels: process performance, technical performance, website quality and user satisfaction. Various e-Government quality assessment models exist, including this thesis’s practical assessment models e-GovQual, COBRAS and Finnish Ministry of Finance’s quality assessment model. The chosen models focus on citizen-centric e-Government services’ quality assessment and achieving user satisfaction in using e-services. These models include various quality assessment areas, e.g. use, content, cost and opportunities. The second goal for the thesis was to practically assess the three quality assessment models e-GovQual, COBRAS and Finnish Ministry of Finance’s models on Estonian e-Government services’ portals eesti.ee and client portal of Agricultural Registers and Information Board. The assessment results indicate that none of these models could be completely take it use and need to be adjusted to Estonian needs. The e-GovQual and COBRAS models are more general and focus on user-centric website usability quality level, as the Finnish quality model is more comprehensive and assesses the process, technical and website quality levels. The Master’s thesis gives an input for further studies, how to develop Estonian e-Government services’ quality assessment model.