Best Practices in E-Governance: A Comparative Study Based on the Rutgers University Worldwide Digital Governance Survey - Information and Communication Technologies in Public Administration - page 55

individuals and groups” (Milakovich, 2012, p. 115). Toronto, another top munici-
pality in e-governance, offers an example. With its “Performance Management and
Benchmarking Report,” Toronto provides the public with detailed information cov-
ering a wide range of services. The indicators and measurements listed enable the
public to better understand and evaluate government performance. Feedback from
citizens and other stakeholders helps government to create balanced performance
standards to improve government performance. External feedback also helps to
increase government transparency and accountability. All of these contribute to the
further development of e-governance.
To sum up, transforming e-government to e-governance requires multifaceted
government efforts, among which ICT infrastructure, human resource manage-
ment, a political environment emphasizing citizen participation, and administrative
performance cannot be ignored. Higher levels of ICT infrastructure both inside and
outside the government serve as an incubating environment for e-governance devel-
opment. Better human resource management supplies qualified employees for the
adoption and implementation of e-governance initiatives and increases the possibil-
ity of e-governance success. A political environment that emphasizes citizen partici-
pation and social engagement reduces the barriers to implementing e-governance
and gaining more political support for it. Moreover, higher levels of government
performance benefit the transformation from e-government to e-governance.
Author Biographies
Marc Holzer is dean of the School of Public Affairs and Administration at Rutgers
University-Newark. His work on e-government and e-governance spans the last
decade and includes five worldwide surveys as well as state and municipal evalua-
tions in the United States. His publications in this area include “Global Cities on the
Web: An Empirical Typology of Municipal Websites,” “Explaining E-participation
Diffusion at the National Level: An Examination of External Environmental
Influences,” and others.
Yueping Zheng is a senior research associate at the E-Governance Institute and
a PhD Candidate in the School of Public Affairs and Administration, Rutgers
University-Newark. His research interests are e-government, performance man-
agement, and citizen participation.
References
Asiimwe, E. N., & Lim, N. (2010). Usability of government websites in Uganda. Electronic
Journal of e-Government, 8 (1), 1-12.
Bedi, K., Singh, P. J., & Srivastava, S. (2001). Government@net: New governance opportunities
for India . New Delhi: Sage Publications.