1. ¹Faculty of Arts, Computing, Engineering and Science, Sheffield Hallam University, Sheffield, U.K.
2. ²Department of Computing, Centre for Research in Computing, The Open University, Milton Keynes, U.K.

Correspondence: A. Meehan, Department of Computing, Centre for Research in Computing, The Open University, Walton Hall, Milton Keynes MK7 6AA, U.K. Tel: +44 (0) 1908 659049; E-mail: a.s.meehan@open.ac.uk

Received 14 September 2006; Revised 15 November 2006; Re-revised 12 February 2007; Accepted 1 March 2007.

Abstract

e-Government systems differ from commercial information systems (IS) in that they frequently encompass strategic goals that go beyond efficiency, effectiveness and economy, and include political and social objectives such as trust in government, social inclusion, community regeneration, community well-being and sustainability. Designing e-Government systems that help to meet these objectives is a significant challenge for the future. This paper develops an evaluative design framework for e-Government projects that complements traditional approaches to IS evaluation. The framework is based upon Moor's concept of public value. It focuses upon citizens' and clients' experiences of service provision and service outcomes as contributors to the formation of public trust. Trust is shown to be related to the extent to which people feel that an e-Government service enhances their sense of being well-informed, gives them greater personal control, and provides them with a sense of influence or contingency. The framework's development and validation are founded upon analyses of a two live case studies in south-east England and London, U.K.