Impacts of E-Government from the Client's Perspective

The aim of E-government is to increase the quality and accessibility of public services for citizens and businesses. According to the latest research − with the help of Information and Communication Technologies − enhancing efficiency and improving customer services while reducing costs can be a reality. The question is the following: how can we identify the rate of improvement? Based on related literature it is evident that the theoretical background is extremely diverse. The impacts are examined from different viewpoints of stakeholders, including clients, partners, employees, workgroups, organizations and society. The purpose of this work is to analyse the positive and negative impacts of the e-government from the client perspective. Professionals have different perspectives and use multiple methods to evaluate the impacts of information systems. In the academic literature the most significant theory and model is the DeLone and McLean (D&M) Information Systems (IS) Success Model. They identified six dimensions (system quality, information quality, service quality, use, user satisfaction, and net benefits) to evaluate IS success and examine their relationship. This empirical study focuses on the success (especially the impact) factors of the e-government based on D&M IS success model. Measurements show that IS quality plays a significant but not an exclusive role in impacts