Formative evaluation and user engagement: A model to ensure value from e-government

Governments are investing in e-government to enhance public sector efficiency. It has been argued by e-government scholars that citizens’ demand for e-government does not meet expectations; hence governments might not achieve the expected benefits. This study investigates formative evaluation as a method to ensure e-government benefits realization. The case is ex-post evaluation of value from digital communication in a citizen service center at a Danish municipality and was conducted as Action Research. Barriers to adoption were revealed, addressed and eliminated during the formative evaluation process. Clear expectations from top management, assessments and disclosure of workers' behavior and commitment from managers proved pivotal in the benefits realization process. Further research into the internal e-government adoption processes and the impact from external factors is needed in order to understand more profoundly the challenges for realizing benefits from e-government