Omnichannel government services: setting business targets and performance indicators

In an era marked by an increasing host of technological solutions that make it easier to interact with society, it becomes fundamental to think differently about the delivery of public services. More than ever, the need for a straightforward and fast usage approach to government services is emerging among citizens, calling for more simplified procedures and a greater support in solving their needs. In such context, the research topic of the thesis is presented, namely a literature review is conducted about performance indicators that could be of interest to measure performance government in terms how it provides services to its citizens. Therefore, the significance of this study is to contribute to a better understanding of performance measurement in government service delivery, the role of digital technologies in public administration and the importance of the citizens’ satisfaction concept. Initially, an in-depth analysis regarding the concepts of e-government and performance indicators is provided. Then, the study delves into performance measurement in the public sector, highlighting relevant key performance indicators coupled with underpinning models and frameworks. Furthermore, a particular emphasis is referred to the role of the citizens and their degree of satisfaction when evaluating government services. In the end, a discussion of the findings is presented in order to criticizes the literature surveyed.