نوع مقاله : مقاله علمی پژوهشی
نویسندگان
1 دانشجوی دکتری، گروه کسب‌وکار هوشمند، دانشکده مدیریت صنعتی و فناوری، دانشکدگان مدیریت، دانشگاه تهران، تهران، ایران.
2 دانشیار، گروه مدیریت صنعتی، دانشکده مدیریت و حسابداری، دانشگاه علامه طباطبائی، تهران، ایران.
3 دانشیار، گروه مدیریت فناوری اطلاعات، دانشکده مدیریت صنعتی و فناوری، دانشکدگان مدیریت، دانشگاه تهران، تهران، ایران.
4 استاد، گروه مدیریت فناوری اطلاعات، دانشکده مدیریت صنعتی و فناوری، دانشکدگان مدیریت، دانشگاه تهران، تهران، ایران.
چکیده
کلیدواژه‌ها
موضوعات
عنوان مقاله [English]
نویسندگان [English]
Objective
This research aims to design and introduce key performance indicators (KPIs) for a comprehensive maturity model tailored to the objectives of e-government, based on the performance of its stakeholders.
Methods
This applied research employs a mixed-methods approach. The initial design of the maturity model utilized an innovative methodology to ensure both robustness and applicability by combining qualitative and quantitative analysis techniques. To identify the preliminary indicators for the maturity model, a qualitative content analysis was conducted on relevant academic articles. Subsequently, qualitative interviews were carried out with 25 key system managers and users to strengthen and validate the indicators. Based on these inputs, the initial model was developed. To evaluate the model, a structured questionnaire was distributed to all users, yielding responses from 2,425 system users. In the first part of the questionnaire, respondents rated the selected initial indicators using a Likert scale. Additionally, open-ended questions about desired indicators generated a total of 800 responses, which were qualitatively analyzed to update and confirm the final model. The use of a mixed-methods approach provided a comprehensive understanding of both qualitative and quantitative data, ensuring a well-rounded and reliable evaluation.
Results
The final maturity model consists of four levels: Initial, Electronic Transactions, Integrated Transactions, and Optimized. At each level, specific indicators have been identified to assess system performance corresponding to that stage:
Initial Level: At this stage, systems are in the early phases of implementation, focusing on basic technical capabilities such as accessibility and usability. Primary business criteria, including user registration numbers and transaction volume per system, serve as evaluation metrics.
Electronic Transactions Level: At this stage, systems are capable of systematically managing electronic transactions. Key indicators include the number of simultaneous transactions, transparency in request specifications, and the timely processing of payments.
Integrated Transactions Level: This level reflects comprehensive integration of procurement processes and information flows. Indicators include process documentation, support for local suppliers, and transparency toward stakeholders.
Optimized Level: At the highest level, systems operate at maximum efficiency and incorporate advanced criteria such as environmental sustainability, data sharing, and protection of personal information. Social and environmental considerations are emphasized, including the reduction of administrative resource consumption and compliance with environmental standards.
Conclusion
This research presents a maturity model in which indicators at each level can be used to evaluate stakeholder performance. Stakeholders demonstrating strong performance at each stage, and successfully institutionalizing the level-specific indicators into their operations, are better positioned to meet the criteria for higher levels. In the early stages, technical and economic indicators are more prominent. As stakeholder performance improves and lower-level indicators become institutionalized, social and environmental indicators gain greater relevance, ultimately supporting and advancing the goals of sustainable development.
کلیدواژه‌ها [English]
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