E-mail is the most important electronic communication medium for governments with their constituents. While there are a lot of matur ity models and benchmarking studies focusing on the tech nological and organizational integration of information technology in governments, the “customer side” of e-government maturity has been often neglected. Replicating studies from Australia, New Zealand, Slovenia and Denmark, this study explores the responsiveness concerning customer-government e-mail correspondence for the Bavarian Public Sector. Our study assesses the response rate and quality of 375 e-mails send to public administrations in Bavaria. Our results show that the Bavarian Public Administration has a poor responsiveness compared to other countries in terms of both quantity and quality. Based on our results, we provide recommendations for future research and practice.
Mestanlaroglu, Borahan and Huntgeburth, Jan, "Assessing and Comparing E-Mail Responsiveness in the Bavarian Public Sector" (2015). Wirtschaftsinformatik Proceedings 2015. 119.