@article{ajis2015311,
author={{AKINYI, Grace Leah and MOTURI, Christopher A.},
title={Application of IS-Balanced Scorecard in Performance Measurement of e-Government Services in Kenya},
journal={American Journal of Information Systems},
volume={3},
number={1},
pages={1--14},
year={2015},
url={http://pubs.sciepub.com/ajis/3/1/1},
issn={2374-1988},
abstract={This research applied the Balanced Scorecard concept to audit performance of e-Government services at Kenya Revenue Authority. An analysis was made on how KRA developed performance measurement data. A systematic study of the existing performance tools was carried out in establishing the basis for conceptualizing the Information Systems Balanced Scorecard.  Various dimensions of e-Government services were measured and a tool was proposed that would assess the quality dimensions of the e-Government services from a management perspective. The proposed tool was validated using i-Tax service of KRA. We list the indicators and metrics to be used to measure the performance of e-Government services. This research suggests an adoption of an IS-BSC which measures and evaluates e-Government services from four perspectives: business value, user orientation, internal process and future readiness. The research concludes with recommendations to help governments develop a performance measurement mechanism to assess the impact of investing in e-Government. Considering that performance measurement is a prerequisite to e-Government efforts to audit services and assure citizen of government¡¯s accountability, the findings will be beneficial to ministries adopting e-Government initiatives as they will gain an understanding about the mixed method of using metrics in IT governance balanced scorecard.},
doi={10.12691/ajis-3-1-1}
publisher={Science and Education Publishing}
}