Evaluation of e-Government Website Projects in Fuzzy Environment

Due to the increasing demand for more efficiency and transparency in government services, electronic government (e-government) concept has gained importance over the past decade. Many governments set out to e-government projects, particularly Web-based application projects, in order to effectively provide government services to business and citizens. However, developing and implementing e-government websites are difficult projects because of technological and organizational problems and quality evaluation has been an important task for the success of e-government website projects. During the assessment of an e-government website quality, many aspects should be considered. Therefore, this article presents a multi-criteria quality evaluation model for measuring the performance of e-government websites. Besides, based on the quality assessment results, a project priority ranking model is also proposed to facilitate the decisions about necessary actions to be taken. In this hybrid model, Fuzzy Analytic Hierarchy Process (FAHP) is used to evaluate the website quality analytically while Fuzzy Inference Systems (FIS) is used to estimate priority order of projects according to the required effort and resource to improve the website quality. Since the proposed model is based on expert’s opinions and judgments, the theory of fuzzy logic is integrated in the evaluation process to deal with the uncertainty and imprecision in human decision making. A case study for Turkish Ministry of National Education website projects is illustrated to demonstrate the effectiveness of the model.