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An evaluation of citizen service web portals in Latin America

An evaluation of citizen service web portals in Latin America PurposeThe purpose of this paper is to report on the level of government web portal resource development, impediments to progress in electronic government practices, and areas that require improvement in 19 Latin American countries.Design/methodology/approachA comparative study was carried out between March and May of 2012, based on a method combining heuristic usability analysis with an automatic web portal accessibility test.FindingsThe results suggest that Latin American government web portals do not fully meet international accessibility guidelines and that multidirectional communication and participation mechanisms lack diversity. Only functionalities related to usability presented positive scores, but with shortcomings in terms of security.Originality/valueExtensive literature is available on the development of electronic government policies in Latin America. This study falls within that tradition but, in addition, offers a new perspective by examining the features of web portals, which ultimately aids the calibration of the results of policy implementation. The data obtained are useful for web developers, ICT policy designers and the entire community of actors involved in developing electronic government programs. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Academia Revista Latinoamericana de Administración Emerald Publishing

An evaluation of citizen service web portals in Latin America

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References (27)

Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1012-8255
DOI
10.1108/ARLA-08-2013-0118
Publisher site
See Article on Publisher Site

Abstract

PurposeThe purpose of this paper is to report on the level of government web portal resource development, impediments to progress in electronic government practices, and areas that require improvement in 19 Latin American countries.Design/methodology/approachA comparative study was carried out between March and May of 2012, based on a method combining heuristic usability analysis with an automatic web portal accessibility test.FindingsThe results suggest that Latin American government web portals do not fully meet international accessibility guidelines and that multidirectional communication and participation mechanisms lack diversity. Only functionalities related to usability presented positive scores, but with shortcomings in terms of security.Originality/valueExtensive literature is available on the development of electronic government policies in Latin America. This study falls within that tradition but, in addition, offers a new perspective by examining the features of web portals, which ultimately aids the calibration of the results of policy implementation. The data obtained are useful for web developers, ICT policy designers and the entire community of actors involved in developing electronic government programs.

Journal

Academia Revista Latinoamericana de Administración – Emerald Publishing

Published: Mar 2, 2015

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