An analysis of the standards of the government websites of Sri Lanka: A comparative study on selected Asian countries

In: Transforming Government: People, Process and Policy, Band 10, Heft 1, S. 47-71

Abstract

PurposeThis paper aims to identify the reasons for the lower ranking of the Online Service Index of Sri Lanka under the United Nations E-Government Readiness Index. The study is conducted as a comparative study on selected Asian countries and suggests remedial measures for the improvement of the status of e-government of Sri Lanka.Design/methodology/approachIn this regard, as the sample of websites ranked according to the Online Service Index of the United Nations, five government websites of Sri Lanka, India, Bangladesh and Singapore were selected. They are the national portal and the websites of the five Ministries: The Ministry of Education, Finance, Health, Labor and of Social Services. Asian countries selected are India, Bangladesh and Singapore including Sri Lanka. Observation method was the mainly used method for data collection. The websites were evaluated in contrast with the help of the "Main features reviewed by the United Nations E-government Survey" as the checklist. Substantial description and scoring methods were used for the analysis of the data and the presentation of the findings of the study.FindingsThus, several weaknesses of the online services of the government websites of Sri Lanka were identified. Among them, the major reasons identified for the lower rank of the Sri Lankan Online Service Index were, for example, the inability to identify the exact website of national portal, the lack of accessibility or usability features, the weaknesses in the active maintenance of the "Contact us" feature, service-delivery capability features, citizen participation and also interconnectedness features. The above weaknesses have been the key/root causes for the decline of the rank of the Online Service Index of Sri Lanka.Research limitations/implicationsFrom five government websites, selected three foreign Asian countries were in focus because of practical limitations. Another difficulty faced in the analysis and comparison of the websites was that the information with regard to the United Nations evaluation methodology/criteria has not been adequately provided.Practical implicationsThe findings of this study provide information for the policy makers, web standards, evaluation criteria developers and almost all the government organizations to address key issues related to this field for the maximization of citizen participation, the enhancement of the service-delivery capabilities and accessibility features of websites to improve the online services of the government. This study unfolded several areas for the future researchers. Those researches can also be conducted based on sub indexes of the United Nations E-Government Readiness Index. The same method could be used to examine Human Capital Index, Telecommunication and Infrastructure Index and Citizen Participation Index. This research could also be expanded through observations of foreign countries.Originality/valueThis paper provides an overview of the quality of government websites of Sri Lanka compared to the selected Asian countries. Through the utilization of this scoring method, four major weaknesses that contribute to the lower ranking of the online service of Sri Lanka were identified with suggestions indented for the improvement of the government websites.