This chapter describes how OECD countries are performing in terms of the accessibility, responsiveness and quality selected public services, based on Serving Citizens Framework. The framework seeks to assess main determinants user satisfaction with services which, turn, can be considered as an outcome measure these three attributes. Overall has become go-to indicator when seeking a quick whethe...

Many OECD countries have implemented programmes and policies specifically targeting the development of civic skills values in schools. Some most successful practices steer away from knowledge-transfer-based learning, towards experiential learning which empower children by placing them centre process. The benefits experience-based also potential to reach beyond classroom walls, allowing schools ...

This paper discusses, conceptually and empirically, the role of geographic ICT (geoICT) and virtual globes (e.g. Google Earth) at the interface of public policy and citizens. Our preliminary findings from on-going field work in an Indian city and in Zanzibar suggest that virtual globe technology can potentially transfer to citizens surveillance power, traditionally held by the government. Start...

Satisfying consumer needs is a core principle of marketing. However, in the context of e-government, most studies up to now have focused on adoption models such as Technology Acceptance Model or Theory of Planned Behavior, forgetting citizens’ needs, demands or expectations. To overcome this, in this work we analyze how confirmation of citizens’ expectations may influence citizens’ perceptions ...