3. Conceptual framework for modelling quality and performance 3.1. Overall approach Our analysis about quality and performance of one-stop e-Government departs from the premise that the most critical quality and performance dimensions of any service are the ones that directly affect top-level goals and benefit expectations of its stakeholders; as a consequence, one should start by recognizing the stakeholders for one-stop e-Government service offerings. Three major groups of stakeholders can be recognized: (1) end-users of the service offerings, i.e., citizens and businesses; (2) providers of the service offerings, i.e., public administrations or other organizations (e.g., professional bodies) providing administrative services, as well as one-stop integrators of individual administrative services; and (3) employees of the service providers. Indeed, this simple approach corresponds to the stakeholder analysis that backs up some well-established methodologies for business performance management, such as the Business Balanced Scorecard (Kaplan & Norton, 1992, 1996), as well as recent approaches to formulating a balanced agenda for assessing and benchmarking e-Government advancements (Bertelsmann Foundation, 2002). From these three groups of one-stop e-Government stakeholders, analysis has currently focused on end-users and service providers, but not employees, with a twofold rationale. Firstly, primary importance has been assigned to the more extrovert and visible benefits of one- stop e-Government, i.e., to the benefits toward end-users; as often acknowledged in practice (Gouscos et al., 2000) and in literature (OECD Public Management Unit, 2001b), it is often these end-user benefits that create an “outside-in” political pressure toward public administrations, pushing for evolution in a “think big-start small-scale fast” approach. Secondly, some important benefits for employees delivering e-Government services (e.g., simpler to follow internal procedures) are positively correlated to similar goals of the service end-users (simpler end-to-end service delivery, in this example); therefore, inclusion of both perspectives could lead to some “double-counting” effects for the benefits actually derived. It is acknowledged, however, that a direction of future work is to explicitly accommodate the employees stakeholder group and their perspectives. Further modelling of quality and performance dimensions is based on the premise that the ultimate objective of one-stop e-Government service offerings is to create added value and measurable benefits to their stakeholders. Therefore, focusing on end-users and service providers as the major stakeholders of interest for one-stop e-Government service offerings, a conceptual framework is applied in order to systematically derive, in subsequent turns: (1) the stakeholders' key benefits related to quality and performance of the service offerings; (2) quality and performance indicators that allow to express these key benefits in more “applied” terms; and (3) concrete metrics whose values can be quantitatively measured or qualitatively evaluated and monitored in time; the values of these metrics must give a clear picture about improvement/deterioration of the corresponding indicators and, in turn, about the extent to which corresponding key benefits have been actually derived. This conceptual framework is presented in Fig. 2 and it has been loosely based on the goal- question-metric (GQM) method (Basili et al., 1994; Solingen & Berghout, 1999). Although the GQM method has been originally applied in the field of software process and product measurement, it offers a sound set of concepts and guidelines that can be ported to other domains such as performance modelling (Buglione & Abran, 2000).
这一段摘自A general model of performance and quality for one-stop e-Government service offerings。 希望有人能帮忙翻译一下，真的很感谢~ 下面附上原文的PDF，下载的附件的后缀名是.jpg，只要改成.rar，然后再解压就可以了~
[此贴子已经被作者于2008-1-13 23:20:54编辑过] | 
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