A web-based performance monitoring system for e-government services
Proceedings of the 3rd international conference on Theory and practice of electronic governance
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The paper provides an account of the likely consequences that performance monitoring systems have on public service accountability. The research draws upon an in-depth empirical study on Citizens Service Centres, one of the biggest projects of the Greek e-government strategy. Specifically, we outline the rationale for introducing performance monitoring technology in Citizens Service Centres, the use the central government ministry made of the system and the ways in which Citizens Service Centre staff responded to such performance monitoring. Drawing upon studies on e-government and the critical literature on performance monitoring systems, we argue that performance monitoring technology is a limited tool for ensuring accountability. This is due to the effects of the monitoring and performance standards, which increase staff's concerns and are likely to encourage irresponsible and unaccountable practices. Keywords: Performance monitoring technology, accountability, e-government, discretion.