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PurposeThis paper aims to introduce a European project CEES to develop a standard for the evaluation of Electronic Government (e‐Government) services from a citizen satisfaction perspective.Design/methodology/approachThe aim, objectives, methodology, and deliverables of the project CEES are detailed. Furthermore, the challenges of the development of a reference process model in different countries are addressed and academic and practical implications of the project for the citizen‐oriented evaluation of e‐Government services are discussed.FindingsA reference process model for the evaluation of e‐Government services from a citizens' perspective receives strong support from experiences in other similar areas such as software process and information systems governance. The reference model needs to overcome such challenges as the differences in culture, the maturity of e‐Government systems, and citizens‐government relationships.Practical implicationsThe research is expected to trigger international collaboration to develop international standards for the evaluation of e‐Government services.Originality/valueThe paper contributes to the literature by enriching the views on e‐Government services and their evaluation via introducing a reference model concept. The CEES project will be the first attempt to apply the reference model concept in the information systems evaluation domain. Despite the wide adoption of reference models in software process, software design, and business process automation, the concept is yet to be applied to the IS evaluation domain.

PurposeEvaluating and optimizing e‐government services is imperative for governments especially due to the capacity of e‐services to transform public administrations and assist the interactions of governments with citizens, businesses and other government agencies. Existing widely applied evaluation approaches neglect to incorporate citizens' satisfaction measures. The purpose of this paper is twofold: to contribute to the understanding of citizen‐centric e‐government evaluation and unify existing key performance indicators (KPIs); and to propose a reference process model of a novel evaluation approach that uses the unified KPIs to facilitate the creation of a "know‐how" repository.Design/methodology/approachThe authors adopt a quantitative research approach for the evaluation of e‐government services that is based on data envelope analysis (DEA). A survey was conducted for the empirical investigation and data were collected from 13 e‐government services in Turkey. Based on the empirical application of the e‐government evaluation method, a reference process model is designed.FindingsThe proposed evaluation method was proved valid and able to provide assessment with richer explanations than traditional statistical measurements. DEA enabled the identification of insufficient e‐government services and the provision of suggested improvements.Research limitations/implicationsThe reference process model is constructed based on the experience gained by applying the method to a sole cultural setting;, i.e. e‐government services in Turkey.Practical implicationsThe proposed evaluation method, in comparison to other user‐oriented ones, provided assessments with richer explanations than traditional statistical measurements, such as structured equation modelling. The reference process model constructed based on the empirical research is expected to accelerate the citizen‐oriented evaluation of e‐government and promote impact‐oriented indicators.Originality/valueThis is the first application of DEA in the e‐government field, although it has been widely applied for performance measurement in other fields, especially operations research. The novelty of DEA is that the assessment results provide suggestions for strategic improvement of the e‐services.

PurposeThe objective of this study is to assess quantitatively how feasible blockchain is for various industries, such as logistics and supply chain, health, energy, finance, automotive, pharmaceutical and agriculture and food using a comprehensive list of indicators.Design/methodology/approachA decision aid was applied to the problem of identifying the feasibility of blockchain in Turkish industries. To this end, first, a set of indicators was identified. Then, the fuzzy AHP and fuzzy TOPSIS were utilized to assess the feasibility comparatively using the data gathered from a group of experts. Finally, a scenario analysis was conducted to ensure the consistency of our evaluation.FindingsThe findings of this study suggest that comparatively, logistics and supply chain, finance and health industries are the most feasible industries for blockchain. This study further suggests that blockchain is the least feasible for the automotive industry compared to the rest of the identified industries.Research limitations/implicationsIt is cumbersome to find out the respondents who have sufficient knowledge of both blockchain and the identified industries. Even if we took the utmost care in identifying the right respondents, we limited our search to the biggest industrial hubs of Turkey.Practical implicationsThe findings of this research may help various decision-makers employed in governments, conglomerates, software and consulting firms and national research institutions make more informed decisions and allocate their resources more effectively.Originality/valueTo this date, the current studies have solely investigated possible research opportunities in blockchain and demonstrated several blockchain applications in stand-alone cases. To the best of our knowledge, however, no single study exists that evaluates the feasibility of blockchain comparatively and holistically among a group of industries using various indicators.

WOS: 000336014300004 ; E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts. Crown Copyright (C) 2014 Published by Elsevier Inc. All rights reserved.