出版社：International Association for Computer Information Systems
摘要：The application of the Balanced Scorecard (BSC) in the private business sector is well known and documented. But, very little research has been reported regarding the adaptation or the application of the BSC to e-government service delivery performance. This paper addresses the issue of delivering e-government services using the concept of an accepted management tool, the BSC. A research model, based on government-to- government (G2G) is developed to match potential benefits of the usability of website-supported BSC’s four dimensions (innovation and learning, internal business process, customer, and financial) in improving e-government service delivery performance. The study used content analysis to analyze the data obtained from a sample of 19 county veteran service officers (CVSOs) to test the hypotheses. The results show that website- supported BSC three perspectives (learning and innovation, internal process, and veteran value proposition) have a positive impact on e- government service delivery performance. The effectiveness of website-supported financial perspectives has a negative impact on e- government service delivery performance in the early stage of the implementation of the websites. However, as time goes by, that impact becomes positive because the high initial cost decreases over time. The implications of the results are discussed.
