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Title: A systematic review of indicators for evaluating the effectiveness of digital public services
Authors: Pedrosa, Glauco Vitor
Kosloski, Ricardo Ajax Dias
Menezes, Vitor Gomes de
Iwama, Gabriela Y.
Silva, Wander C. M. P. da
Figueiredo, Rejane Maria da Costa
Assunto:: Avaliação da qualidade
Serviço público
Transformação digital
Governo eletrônico
Issue Date: 6-Oct-2020
Publisher: MDPI
Citation: PEDROSA, Glauco Vitor et al. A systematic review of indicators for evaluating the effectiveness of digital public services. Information, v. 11, n. 10, 472, 2020. DOI: Disponível em: Acesso em: 08 mar. 2021.
Abstract: Effectiveness is a key feature of good governance, as the public sector must make the best use of resources to comply with the needs of the population. Several indicators can be analyzed to evaluate the effectiveness of a service. This study analyzes theoretical references and presents a systematic research of indicators to assess the effectiveness of digital public services in the perspective of the user. First, a literature review was carried out to identify the most common indicators employed to evaluate effectiveness in the public sector; then, the perception of academics and professionals regarding digital government was assessed to analyze the relevance of these indicators. As a result, two groups of indicators were found: technical factors based on service quality and usefulness of the service. This work contributes to enrich the discussion on how to create an effective model to evaluate the effectiveness of public services to guarantee quality standards and comply with the expectations of users.
Licença:: c 2020 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (
Appears in Collections:FGA - Artigos publicados em periódicos

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