近年來，由於ICT的蓬勃發展，政府逐漸增加投資於電子化計畫的線上服務比例與種類，為了理解投資所能獲得的收益，杜絕資源浪費，並促使政府調整施政方向達到良善治理，針對電子化計畫進行評估是勢然必行的。目前許多評估機構逐漸從衡量政府投資電子化政府服務的客觀產出，轉而討論電子化服務使用者端的影響與成果。本研究，以計畫整體流程中所面臨的內部運作與外部感受、客觀產出與抽象成果的評估構面，提出G2B電子化計畫流程評估架構。 本研究結合Heeks (2006)的價值鏈模型與Millard & Shahin (2006)電子化計畫評估流程建立流程模型，透過文獻整理出評比國家型、網頁感知品質型、滿意模型與利害關係人模型指標，從企業途徑與政府內部途徑角度，探討G2B計畫流程評估架構，並使用層級分析法(analytic hierarchy process)，由專家給予衡量G2B計畫推動時，前端到後端階段中重要構面的權重，並根據分析結果討論現今台灣計劃評估傾向上的差異。 本研究結果發現，在政府計畫生產過程中，應重視政府領導與支持，並發展衡量方式；專家不論在企業途徑與政府內部途徑上，都認為「服務產出評估是必需的過程，但影響與成果階段，才是價值衡量的終點」，因此，電子化計劃評估應從重視成本比的角度，朝向討論「透過政府對計畫服務的投入與投資，所能帶給企業實際或感知的價值與影響」，更能切中利害關係人關注的關鍵利益。 / This study aims at building an e-program evaluation chain model combining output evaluation with impact assessments, in order to assess the comprehensive G2B e-program from back-office process to the impact of online services. This study contributes a G2B evaluation framework with six processes integrated by e-government value chain model and e-program evaluation process. Given the concept of external and internal customer,「Business approach」and「Internal-Government approach」is developed in view of stakeholders. By evaluating subjective expert judgments via analytic hierarchy process method, this G2B evaluation framework is given weights and priorities in each hierarchy under both of approaches. The results indicate that impact and outcome assessments should be emphasized, no matter which approach is. Evaluation toward objective output is only a necessary process, but not the destination. As policy suggestions, this study addresses that government should focus on what kinds of value e-program can bring, and evaluate them.

Masters in Public Administration - MPA / The essence of e-government is to link government activities with the advanced technology that the world is having today. This technology has already shown a remarkable job in bringing efficiency in private sector through e-business, e-banking, e-procurement etc.It is, therefore, recommended by this study that government and its agencies could utilize e-government initiatives to bring service delivery closer to citizens. By so doing government officials and citizens would become much closer and perform their duties well and efficiently.The experience from various countries shows that there are various Information and Communication Technology (ICT) and e-government initiatives even in poor countries. In rural areas of Tanzania where electricity has never been thought to reach where illiteracy rates are increasing and where poverty is high, people are using mobile phones for their activities. This is possible as the prices of mobile phones are low and networks are available in such rural part of the country. Tanzania enacted ICT policy in 2003 which, among other things, emphasizes the need to have success in e-government services. Experience on ground, though, reveals that this policy is often not implemented. What seems in the implementation of ICT policy in Tanzania difficult is the lack of political will and the will to agree to change.On the other hand, Tanzanian citizens have been for a long time ready for change. A good example may be advent of the mobile phone industry in the country. Many respondents in this research expressed the need to adopt ICT to advance ordinary people.These respondents recommended that government officials accept change with regard to ICT, to introduce developmental plans and be innovative and creative enough in establishing service delivery programmes. As borne out by this study, ICT can also be used to link the private sector, public sector and service delivery to citizens.Still though, poor countries, apart from having many priorities to contend with, have to acknowledge that the world is changing rapidly and in order to combat poverty more effectively, technology is useful as it makes people understand the trends and changes that the world is witnessing today. Indeed, Tanzania can use ICT to move ahead in e-government because it has a good telecommunication system, a factor that would allow for the success of online services.