Title: E-measurement: an integrated methodology for measuring the performance of e-services

Authors: Christoph Auer, Otto Petrovic

Addresses: University of Graz, evolaris eBusiness Competence Center, Hugo-Wolf-Gasse 8a, 8010 Graz, Austria. ' University of Graz, evolaris eBusiness Competence Center, Hugo-Wolf-Gasse 8a, 8010 Graz, Austria

Abstract: Today, more than ever, there is a need for a holistic approach to measure the performance of e-services taking the provider|s and the user|s benefits and costs into account. Such a multi-perspective performance measurement approach for e-services in the utility sector is presented in this paper. First, in order to select a suitable methodology, the relevant prerequisites were defined together with six European energy providers. As none of the reviewed concepts supported all requirements, a concept involving three generic phases was evolved. In order to consider the aspects of the user|s benefits sufficiently, the User Process Integration (Phase 1 of the concept) enables companies to analyse the user|s processes by identifying the generated user benefits and costs. The E-Service Scorecard (Phase 2) allows companies to take a holistic view of the benefits and costs of e-services from a provider|s perspective. Finally, in Phase 3 – Investment Simulation and Controlling – various investment and market scenarios can be simulated and the effects on the e-service|s benefits and costs can be analysed. This methodology has been developed during four case studies involving different energy suppliers. The importance of the ||trust|| factor and the applicability of the proposed methodology are findings from these case studies.

Keywords: e-services; performance measurement; user integration; balanced scorecard; financial controlling; investment decision support; customer process analysis; trust; electronic services; e-service scorecard; simulation; e-service benefits; e-service costs; energy suppliers.

DOI: 10.1504/IJEB.2004.006127

International Journal of Electronic Business, 2004 Vol.2 No.6, pp.583 - 602

Published online: 06 Feb 2005 *

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