Assessing the Quality of Local E-Government Service Through Citizen-Sourcing Applications

The use of Crowdsourcing to solve public problems is called Citizen-Sourcing and shows the potential to increase citizen participation in the context of e-government. Successful implementations of Citizen-Sourcing applications require the citizen to continuously engage with each other and with the government through these applications. In general, citizens expect, among other things, that the government responds to their comments in an application by immediately solving the problems pointed out or indicating when and how they would be solved. In a literature review, we could not find any model for adequately assessing the quality of the service provided by local e-governments for citizens in Citizen-Sourcing scenarios. Hence, we propose an approach to analyze the quality of the government's response to the citizen through Citizen-Sourcing applications. To validate the proposed approach, we have conducted a case study using real data collected from Colab.re, a Citizen-Sourcing application very popular in Brazil. Our main contributions are a novel approach to assess the quality of interaction between local e-government and citizen and a detailed discussion regarding a local e-government's action in the platform.