Title: GovBenefits.gov: an electronic government case study

Authors: Patrick Pizzella

Addresses: US Department of Labor, Frances Perkins Building, 200 Constitution Avenue, NW, Washington, DC 20210 USA

Abstract: GovBenefits.gov, launched in 2002, illustrates success factors outlined in previous research. A case study approach is used in this paper to explore how GovBenefits.gov resolved challenges since its inception. Especially important to GovBenefits.gov was the ability to collaborate with US federal agencies in a formal governance structure; to develop, maintain and expand technology solutions as the site evolved and to measure and report value to citizens and funding partners. The GovBenefits.gov story provides insights into how to evaluate other electronic government initiatives and the US Executive Branch|s progress in meeting its electronic government goals.

Keywords: electronic government; e-government; government-to-citizen; G2C; content management system; CMS; customer satisfaction; governance structure; case study; partnership; portal; questionnaire; site hosting; GovBenefits.gov; government websites; USA; United States.

DOI: 10.1504/EG.2009.024440

Electronic Government, an International Journal, 2009 Vol.6 No.2, pp.162 - 176

Published online: 03 Apr 2009 *

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