A cognitive analytics management framework for the transformation of electronic government services from users’ perspective to create sustainable shared values
Open accessAbstract
Electronic government services (e-services) involve the delivery of information and services to stakeholders via the Internet, Internet of Things and other traditional modes. Despite their beneficial values, the overall level of usage (take-up) remains relatively low compared to traditional modes. They are also challenging to evaluate due to behavioral, economical, political, and technical aspects. The literature lacks a methodology framework to guide the government transformation application to improve both internal processes of e-services and institutional transformation to advance relationships with stakeholders. This paper proposes a cognitive analytics management (CAM) framework to implement such transformations. The ambition is to increase users’ take-up rate and satisfaction, and create sustainable shared values through provision of improved e-services. The CAM framework uses cognition to understand and frame the transformation challenge into analytics terms. Analytics insights for improvements are generated using Data Envelopment Analysis (DEA). A classification and regression tree is then applied to DEA results to identify characteristics of satisfaction to advance relationships. The importance of senior management is highlighted for setting strategic goals and providing various executive supports. The CAM application for the transforming Turkish e-services is validated on a large sample data using online survey. The results are discussed; the outcomes and impacts are reported in terms of estimated savings of more than fifteen billion dollars over a ten-year period and increased usage of improved new e-services. We conclude with future research.
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- Authors
- Osman, I. H., Anouze, A. L., Irani, Z., Lee, H., Medeni, T. D., & Weerakkody, V.
- Affiliations
- American University of Beirut (LB)
- Qatar University (QA)
- University of Bradford (GB)
- Brunel University of London (GB)
- Türksat (Turkey) (TR)
- Corresponding author
- Osman, Ibrahim H.
- Venue
- European Journal of Operational Research
- Publisher
- Elsevier BV
- Published
- 2019-10
- Volume
- 278
- Issue
- 2
- Pages
- 514-532
- ISSN
- 0377-2217 (ISSN-L)
- OpenAlex
- W2914624493
- Cited by
- 63
- References
- 80
- Citations by year
- 2026: 1 · 2025: 6 · 2024: 5 · 2023: 13 · 2022: 5 · 2021: 20 · 2020: 10 · 2019: 3
- FWCI
- 40.19
- Type
- journal article
- Language
- en
- Open access
- hybrid
- doi.org
- Licence
- Locations
- European Journal of Operational Research (publishedVersion, cc-by-nc-nd)
- AYBU AVESIS (submittedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Bradford Scholars (University of Bradford) (submittedVersion, cc-by-nc-nd)
- Brunel University Research Archive (BURA) (Brunel University London) (submittedVersion, cc-by-nc-nd)
- Qatar University QSpace (Qatar University) (submittedVersion)
- Qatar University QSpace (Qatar University) (submittedVersion, cc-by-nc-nd)
- Funders
- American University of Beirut
- European Commission (230658)
- FP7 People: Marie-Curie Actions
- Topics
- Social Sciences › Political Science and International Relations › E-Government and Public Services
- Social Sciences › Public Administration › Public Policy and Administration Research
- Social Sciences › Business, Management and Accounting › Management Information Systems › Big Data and Business Intelligence
- Keywords
- e-government services, user satisfaction, institutional change, data envelopment analysis, classification and regression trees, senior management support, stakeholder relations
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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