An Investigation of the Critical Factors for Evaluating the Public Value of e-Government

This chapter aims to investigate the critical factors for evaluating the public value of e-government in Sri Lanka. A comprehensive review of the relevant literature on the scope of e-government, the sources of public value creation, and the kinds of public value is conducted for developing the theoretical framework of the study. Using the qualitative data collected from Sri Lanka, a thematic analysis is performed for identifying the critical factors for evaluating the public value of e-government. The analysis reveals that the quality of public information online, functionalities of electronic services, provision of information and services through e-enabled counters, user orientation of public service delivery, improving organisational efficiency, openness and responsiveness, enhancing trust, ensuring confidentiality of citizens’ information, achieving social equity, and environmental sustainability are critical for evaluating the public value of e-government.