This paper addresses the issue of Japanese e‑government benefits evaluation and stresses the need to develop a new measurement tool to evaluate e‑government services from the perspective of the Japanese citizen and government service provider. While research has used SERVQUAL, SERVPERF and Importance‑Performance Analysis (IPA) as evaluation tools to measure quality of services, most of these tools are developed to evaluate quality of services from the perspective of the user (citizen) or service provider. In this paper, we propose a new evaluation tool, namely Satisfaction‑Satisfaction Matrix (SSM), to gauge both the perceptions of the citizen and service provider concerning the performance of e‑government services. The matrix not only acts as a useful tool to identify satisfaction responses, but also serves as a strategic decision making aid in the allocation of resources for improving e‑government services. 

As mobile government (m‑government) services are a new field, there is limited research that identifies the factors that affect the acceptance of smart government (mobile‑application‑based) services. This study intends to explore the factors that seem to improve end‑users’ acceptance of mobile government services. Mobile technologies are one of the pillars of a smart city. Mobile technologies have huge potential to become one of governments’ most effective and efficient tools in offering their services to the public. However, the technologies that are available for use are not fully welcomed by end‑users. The key problem associated with the high failure rate of e‑government projects is the lack of awareness of the potential factors that may help citizens adopt m‑government services. By reviewing the existing work, this paper proposes a framework, as an extension of Davis’s technology acceptance model (1989), to address the factors that influence user acceptance of smart government services in the UAE and thereby guide the successful implementation of smart government. The literature reviewed led to ten propositions that present the main elements in ensuring end‑users’ adoption of smart government in the UAE. A framework is developed to highlight the key factors that influence the successful implementation of smart government services. The paper will help in understanding the key issues surrounding mobile applications that may support the successful operation of m‑government. 

This study investigates the success factors of business intelligence (BI) systems across three employment groups in South Africa. The three categories of employment groups are: top management, middle management, and operational staff. Based on a review of literature grounded on the DeLone and McLean model, a research model was proposed. This study hypothesized that information quality, system quality, service quality, user quality, user satisfaction, and individual impact are factors that might contribute to the success of BI systems among the different employment groups in South Africa. The proposed model was validated using responses taken from 211 BI users. The managerial implications of the findings are that differentiated BI implementation strategies aimed at specific employment groups might improve success rates, as opposed to a single broad‑brush strategy for all end users. The paper concludes by discussing the limitations of the study, which should be addressed in future research. 

Human cognitive processing and decision making are essential aspects in emergency management. Emergency situations imply additional demands to information processing. To meaningfully support decision makers in emergencies, a comprehensive understanding of the human perception and decision making processes and their underlying principles is required in the design of Emergency Management Information Systems (EMIS). This paper presents a psychological framework that models the stages and components of decision making in the context of emergency management. To this end, psychological research on human perception and information processing, knowledge and competence modelling, human judgement and decision making, individual and situational factors, stress, and self‑regulation are identified as important compents of the framework. The psychological framework represents a comprehensive model of decision making of emergency managers, for a better understanding of the involved cognitive processes and influencing factors on the person level and on the context level. The paper posits the framework as a guide in the identification of requirements for emergency managers during systems analysis. This comprises systematically describing decision tasks in emergency situations and identifying needs for supporting them. The knowledge on human perception and decision making represented by the framework can also be used to inform the user interface design of the EMIS. It may also inform the evaluation of EMIS as it provides a theoretically founded representation of relevant aspects of human‑computer interaction, which facilitates the identification of success indciators to be addressed in user‑centred evaluation. The framework furthermore supports the design and implementation of training programmes through the differentiation and modelling of knowledge and competence relevant in emergency decision making. To demonstrate the application of the psychological framework in the design, development, and testing of EMIS a set of concrete design principles as well as exemplary paper prototypes applying these principles are presented.