INDICATORS AND METRICS FOR E-GOVERNMENT MATURITY MODEL IN CROATIA

Abstract

E-government should enable a simple approach to online services, simple commu- nication with public authorities and a reduction of time and costs of diff erent transactions. Implementation and further development of e-government are trends in providing public services in many countries, but there is a big diff erence in the usage of such services among developed and underdeveloped countries. With the aim of bringing rational decisions about the development of e-government, maturity models are used as a tool for assessing, comparing and benchmarking development and success in the implementation of e-gov- ernment. When it comes to e-government maturity models, special attention should be given to the complexity of e-government in sociological, technological and organizational issues. Th is complexity has led to the development of many e-government maturity mod- els with diff erent indicators and metrics. Literature review gives answers to the following research questions: Which indicators and metrics are used in some of the more commonly used and/or discussed e-government maturity models? Are those indicators and metrics applicable for Croatian e-government or is there a need for a special model? Th e aim of this paper is to highlight those indicators and metrics which are able to objectively mea- sure certain values of e-government and to highlight those that are for now without an absolute measure. Th e result of this paper is a presentation and analysis of indicators and metrics in some of the most commonly used and/or discussed e-government maturity models. By synthesizing conclusions, this paper gives guidelines for the development of an e-government maturity model in Croatia.