icegov2012 proceedings

In view of different theoretical approaches to e-government
demand-side evaluation, a suitable and locally acceptable
evaluation method was to be identified and to be used in this
research for measuring the success of the e-government project
implementation from the users’ point of view. The several egovernment
surveys methods, which are generally used for data
collection for the purpose of reviewing the existing performance
of the e-government implementation, range from direct interviews
with citizens or government officials [15], [16], focus groups [15],
visits to government websites [17] to questionnaire surveys to
citizens [18]. In order to include a large number of respondents
from a broad territory, for practical reasons this survey has
utilized the questionnaire survey method.
An empirical study has been conducted for measuring the success
of the e-Government project implementation. The research
utilized a structured questionnaire used by Hoffmann [13] which
was adjusted to adapt to local conditions. The questionnaire used
for the collection of data included 23 questions classified to
measure the citizens perception of the priority and performance of
selected factors, important for the success of the overall egovernment
information system. Apart from these, the
questionnaire contained additional 20 questions typical to
demographics, internet usage habits, their awareness on the
availability and their expectations for e-government services.
Some questions additionally referred to their opinion regarding
the future development of e-government services. The questions
on the success factors required the responder to assess the priority
of every factor on a scale from 1 (not important) to 4 (most
important) as well as the current performance of the same factor
from 1 (not implemented in practice) to 4 (fully implemented in
practice). (Questionnaire can be provided on request).
The probability method used for the selection of the survey
sample was based on random sampling. A total of 350
questionnaires were used by targeting various citizens and in
order to reflect the entire adult Kosovo population and to ensure a
representative sample in terms of demographic and sociological
structure, the questionnaires were distributed to random citizens
through University students, employers of various private and
public companies and institutions, unemployed and elderly people
throughout 9 different Kosovo municipalities. For practical
reasons the data collection was conducted in only 9 out of 37
Kosovo municipalities. In order to have a adequate statistical
representation of collected data, Prishtina, as the capital city,
together with all six secondary municipalities, where the majority
of the Kosovo population resides, were included in this sample.
Additionally two smaller minority municipalities were also
included of this survey in order to obtain a representative sample
from various municipalities. Out of this number a total of 300
questionnaires were validated and were selected for this empirical
study, representing a sample size with a standard confidence level
of 95% and confidence interval of 5.5%. The data collected
through this survey was digitalized, coded and analyzed using
statistical analysis software for descriptive statistics and
relationships.
The purpose of analyzing success factors is to evaluate the
contribution of specific factors to the overall success of an
information system and with this to determine the specific
strengths and weaknesses in the implementation of information
systems. The direct output is a set of required measures for
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improvement of the overall success. The results of the study will
be illustrated using available tools for graphical analysis.
The profile diagrams and the portfolio matrix are used for the
graphical evaluation of success factors. The priority and the
perceived implementation of success factors are presented in the
same diagram while their values are marked with corresponding
points on a scale from one to four.
The graphical portfolio matrix is used for the data analysis. This
graphical tool is based on a two dimensional diagram,
which illustrates the research results in a simple and
understandable manner [13]. The portfolio matrix axes show the
features explored, in which the priority/expectation is shown on
the X-axis and the performance/implementation is shown on the
Y-axis. In order to allow a simple evaluation of the results, the
matrix is divided into nine clusters. All factors that are listed in
the portfolio matrix by combining their characteristics fall
into one of these matrix clusters. The clusters are used for
gathering factors with similar characteristics in respective groups,
for which pre-standard recommendations for action will be
defined.
This method is used for analyzing the success of implemented egovernment
projects and to draw specific recommendations
for further action in relation to improvement of the overall success
of specific factors.
4. RESULTS AND DISCUSSION
The target survey population of this study comprised a
representative sample of people residing in various Kosovo
municipalities during 2011. The study population was comprised
of 300 adult persons of various age groups. The Figure 1 outlines
the age groups of the study population by gender: a total of
38.3% of all male and female respondents were under age 25,
31.7% were within the age group interval from 26 through 35,
18% were between 36 through 45, 8.3% between 46 through 55
and 3.7% above 55. In absence of final data from the 2011 census
in Kosovo, for comparison purposes the Figure 2 shows the
estimated population of Kosovo by age groups as assessed
through the results of the 2009 labor force survey conducted by
the Statistical Office of Kosovo.
From the gender perspective, Figure 3 shows that 58.7% of total
respondents were Males and 41.3% were Females and the gender
differences were significant (χ2= 9.01, P=0.03, thus P