Evaluating leadership, IT quality, and net benefits in an e-government environment
US Government organizations are creating value for their citizens and businesses by improving their public service delivery through good websites. Our study examined leadership and IT quality, and their effect on positive delivery outcomes in an e-government environment. We first developed a theoretically based model using elements of the model developed for the Malcolm Baldrige National Quality Award (MBNQA) and DeLone and McLean's IS Success model. To test this model, we conducted a field survey at a municipal city government. The results supported our hypothesis that the MBNQA leadership triad (leadership, strategic planning, and customer/market focus) had a positive impact on the IT quality triad (information, system, and service quality). We also found that both leadership and IT quality increased the benefits.
The chapter addresses some issues on the relations between military and civilian technologies, many of them are related to governmental technology policy issues. Issues addressed are: Do technology policies have to be focussed in priority on defense missions if they are to be successful? Is the American 'model' duplicable? What lessons can be drawn from the Internet 'case' ? Are the development of Intellectual property rights the best way to improve dualuse technology policies?