Usability Engineering
G-Portal: a map-based digital library for distributed geospatial and georeferenced resources
Proceedings of the 2nd ACM/IEEE-CS joint conference on Digital libraries
Quality Attributes of Web Software Applications
IEEE Software
EGOV '02 Proceedings of the First International Conference on Electronic Government
Proceedings of the IFIP 17th World Computer Congress - TC8 Stream on Information Systems: The e-Business Challenge
Citizen Adoption of Electronic Government Initiatives
HICSS '04 Proceedings of the Proceedings of the 37th Annual Hawaii International Conference on System Sciences (HICSS'04) - Track 5 - Volume 5
A collaborative approach for caching dynamic data in portal applications
ADC '04 Proceedings of the 15th Australasian database conference - Volume 27
Evaluating Web-Based E-Government Services with a Citizen-Centric Approach
HICSS '05 Proceedings of the Proceedings of the 38th Annual Hawaii International Conference on System Sciences (HICSS'05) - Track 5 - Volume 05
Handbook of Usability TestingXXX: Howto Plan, Design, and Conduct Effective Tests
Handbook of Usability TestingXXX: Howto Plan, Design, and Conduct Effective Tests
Profiling the EG Research Community and Its Core
EGOV '09 Proceedings of the 8th International Conference on Electronic Government
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The continuing need for governments to radically improve the delivery of public services has led to a new, holistic government reform strategy labeled "Transformational Government" that strongly emphasizes customer-centricity. Attention has turned to online portals as a cost effective front-end to deliver services and engage customers as well as to the corresponding organizational approaches for the back-end to decouple the service interface from the departmental structures. The research presented in this paper makes three contributions: Firstly, a systematic literature review of approaches to the evaluation of online portal models in the public sector is presented. Secondly, the findings of a usability study comparing the online presences of the Queensland Government, the UK Government and the South Australian Government are reported and the relative strengths and weaknesses of the different approaches are discussed. And thirdly, the limitations of the usability study in the context of a broader "Transformational Government" approach are identified and service bundling is suggested as an innovative solution to further improve online service delivery.