E-Government Service Supply Chain: Identifying Performance Evaluation Indicators (Case Study of e-Customs System in Iran)
Subject Areas : ICT
jalal zare
1
()
Rosa Hendijani
2
(Faculty)
Keywords: service supply chain, e-government, e-customs system, SMART, ELECTRE I,
Abstract :
Today, many governments around the world are increasingly leveraging advances in information and communication technologies to provide electronic services to their citizens. But estimates indicate that e-government projects will fail miserably, both in part and in whole. Incomplete formation and poor supply chain performance are the most important reasons for the failure of these projects by researchers. Due to the fact that few studies have been conducted in the field of e-government service supply chain and its performance evaluation indicators, this study has studied the e-government service supply chain in Iran by studying the e-customs system. Also, using SMART criteria and ELECTRE I technique, it has identified the performance evaluation indicators of this chain. This study shows that just as the principles of e-supply chain in the manufacturing sector have been proposed by researchers, this concept can be generalized to the public service sector. The results also show that unlike previous studies on performance appraisal indicators, e-government service supply chain indicators have significant differences with traditional service supply chains.
[1] World Bank. (2015). Data: Services, etc., Value Added (%GDP). Available at: http://data.worldbank.org/indicator/NV.SRV.TETC.ZS.
[2] Santa, R., MacDonald, J., & Ferrer, M. (2019). The role of trust in e-Government effectiveness, operational effectiveness and user satisfaction: Lessons from Saudi Arabia in e-G2B. International Journal of Government Information Quarterly, 36, 39–50
[3] Verkijika, S., & De Wet, L. (2018). E-government adoption in sub-Saharan Africa. International Journal of Electronic Commerce Research and Applications, 30, 83-93
[4] Twizeyimana, J. & Andersson, A. (2019). The public value of E-Government – A literature review. International Journal of Government Information Quarterly, 36(2), 167-178
[5] Weerakkody, V., El-Haddadeh, R., & Omar, A. (2019). A case analysis of E-government service delivery through a service chain dimension. International Journal of Information Management, 47, 233–238
[6] Heintzman, R., & Brian, M. (2005). People, service and trust: is there a public sector service value chain. International Review of Administrative Sciences, 71(4), 550–575
[7] Beynon-Davies, P., & Martin, S. (2004). Electronic local government and the modernisation agenda: Progress and prospects for public service improvement. International Journal of Local Government Studies, 30(2), 214–229.
[8] Holden, S. H., & Fletcher, P. D. (2005). The virtual value chain and E-Government partnership: Non-monetary agreements in the IRS E-File program. International Journal of Public Administration, 28, 643–664.
[9] McAdam, R., Hazlett, S. A., & Johnston, S. (2011). Establishing exante public construction supply chain guidelines in the public procurement of schools’ estate. International Journal of Public Sector Management, 24(3), 250–273.
[10] Seepma, A.P., de Blok, C., & Van Donk, D.P. (2020). Designing digital public service supply chains four country-based cases in criminal justice. International Journal of Supply Chain Management, 26(3), 418-446.
[11] Ellram, L., W. & Billington, C. (2004). Understanding and managing the Services supply chain. International Journal of Supply Chain Management, 40(4), 17–32.
[12] Boon-itt, S. & Pongpanarat, C. (2011). Measuring Service Supply Chain Management Processes: The Application of the Q-Sort Technique. International Journal of Innovation, Management and Technology, 2(3), 217-223
[13] Boon-itt, S., Wong, Y., & Wong, C. (2017). Service supply chain management process capabilities: Measurement development. International Journal of Production Economics, 193, 1–11.
[14] Sampson, S. E., Spring, M. (2012). Customer Roles in Service Supply Chains and Opportunities for Innovation. International Journal of Service Industry Management, 48(4), 30-50
[15] Sampson, S. E. (2000). Customer-supplier duality and bidirectional supply chains in service organizations. International Journal of Service Industry Management, 11(4), 348-364
[16] Shahin, A. (2010). SSCM: Service supply chain management. International Journal of Logistics Systems & Management. 6(1), 60-75.
[17] Taghipour, A., Murat, S., Huang, P. (2021). E-Supply Chain Management: A review. International Journal of e-Education e-Business e-Management and e-Learning, 11(2), 51–61.
[18] Lee, H. & Whang, S. (2001). E-Business and supply chain integration, Stanford University, USA.
[19] Norris, G., Hurley, J.R., Hartley, K.M., Dunleavy, J.R. & Balls, J.D. (2002). E-Business and ERP: Transforming the Enterprise. International Journal of Quality & Reliability Management, 19(4), 486-487.
[20] Cheng, K. (2005). E-Manufacturing: Fundamentals and Applications, Leeds Metropolitan University, UK.
[21] Fitzgerald, L. (1988). Performance measurement in service businesses. International Journal of Operations & Production Management, 8(3), 109-116.
[22] Cho, D. W., Lee, Y. H., Ahn, S. H. & Hwang, M. K. (2012). A framework for measuring the performance of service supply chain management. International Journal of Computers & Industrial Engineering, 62, 801–818.
[23]رضائي‌پندری عباس، آذر عادل، تقوی الهوردی (1393). ارائه مدل ارزیابی عملکرد زنجیره تأمين خدمات با رویکرد نگاشت شناختي فازی(مورد مطالعه: صنعت بیمه). فصلنامه چشم انداز مديريت‌صنعتي، شماره 16،ص 75 -93.
[24] مستقیمی محمودرضا، رمضانیان محمدرحیم، اسماعیل زاده محمد (1394). شناسایی و اولویت بندی معیارهایی برای ارزیابی عملکرد زنجیرة تأمين خدمات. فصلنامه مديريت‌صنعتي، شماره 7 ،ص 151 -174.
[25] Chithambaranathan, P., Subramanian, N., Gunasekaran, A., & Palaniappan, P. (2015). Service supply chain environmental performance evaluation using grey based hybrid MCDM approach. International Journal of Production Economics, 166, 163-176.
[26] شاهین آرش، مهرپور هدی، کرباسیان مهدی (1396). ارائه چارچوبی یکپارچه به منظور انتخاب شاخص‌های ارزیابی عملکرد در زنجیره تأمين خدمات. فصلنامه علوم مدیریت ایران، شماره1،ص 45 -25.
[27] Tseng, M., et al. (2018). A framework for evaluating the performance of sustainable service supply chain management under uncertainty. International Journal of Production Economics, 195, 359-372.
[28] Katok E., Thomas D., Davis A. (2008). Inventory service-level agreements as coordination mechanisms: The effect of review periods. International Journal of Manufacturing & Service Operations Management, 10 (4), 1-16
[29] Hasija S., Pinker E.J., Shumsky R.A. (2008). Call center outsourcing contracts under information asymmetry. International Journal of Management Science, 54 (4) ،793-807
[30] Demirkan H., Cheng H. (2008). The risk and information sharing of application services supply chain. European Journal of Operational Research, 187 (3) ،765-784.
[31] Cheng, F., Yang, S., & Xijun, M. (2011). Equilibrium Conditions in Service Supply Chain. International Journal of Procedia Engineering, 15(4), 5100 – 5104.
[32] Liu W., Xie D., Xu X. (2013). Quality supervision and coordination of logistic service supply chain under multi-period conditions. International Journal of Production Economics, 142 (2), 353-361
[33] Liu W., Wang S., Chen L. (2017). The role of control power allocation in service supply chains: Model analysis and empirical examination. International Journal of Production Economics, 23 (3), 176-190.
[34] Acharya, C., Ojha, D., Patel, P., & Gokhale, R. (2019). Modular interconnected processes, fluid partnering, and innovation speed: A loosely coupled systems perspective on B2B service supply chain management. International Journal of Industrial Marketing Management, 89,209-219.
[35] عطایی محمود(1389). تصمیم گیری چند معیاره. انتشارات دانشگاه صنعتی شاهرود، شاهرود.
[36] Triantaphyllou, E., Triantaphyllou, B., Shu, S., Nieto, S., & Ray, T. (1998). Multi Criteria Decision Making: An Operations Research Approach. International Journal of Encyclopedia of Electrical and Electronics Engineering, 15, 175-186
[37] Buchanan, J., Shepperd, PH., Vanderpooten, D. (1999). Project Ranking Using the ELECTRE Method, Publisher Department of Management Systems, University of Waikato.
[38] Aboubakar, M., Kellil, M., & Roux, R. (2021). A review of IoT network management: Current status and perspectives. International Journal of King Saud University - Computer and Information Sciences, 6, 1–14
[39] Srinivasan, K., Sundar. K. & Tridas. M. (1994). Impact of electronic data interchangeTechnology on JIT shipments. International Journal of Management Science, 40(10), 1291-1304
[40] خوراکيان عليرضا، نيک خواه فرخاني زهرا، بوستاني راد مينا، لقماني‌دوين شکوفه (1398). تبيين و طبقه بندي مولفه هاي انسجام سازماني. فصلنامه مطالعات رفتار سازماني، شماره 2، ص 83 -124.
[41] Ellram, L., Tate, W. & Billington, C. (2004). Understanding and managing the services supply chain. International Journal of Supply Chain Management, 40(4): 17–32.
[42] Baltacioglu, T., Ada, E., Kaplan, M.D., Yurt and, O., Cem Kaplan, Y. (2007). A new framework for service supply chains. International Journal of the Service Industries, 27 (2), 105–124.
[43] Wen, X., Xu, C., Hu, Q. (2016). Dynamic capacity management with uncertain demand and Dynamic price. International Journal of Production Economics, 175, 121–131.
[44] Campbell, A.J. (2003). Creating customer knowledge competence: managing CRM programs strategically. International Journal of Industrial Marketing Management, 32(5), 375–383.
[45] Yang, Y. F. (2012). Service capabilities and customer relationship management: an investigation of the banks in Taiwan. International Journal of Service Industries. 32 (6), 937–960.