Digital Governance in Municipalities Worldwide

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Contents

CHAPTER 1 | Introduction                        .. . . . . . . . . . . . . . . . . . . . . . . 1
CHAPTER 2 | Methodology                       .. . . . . . . . . . . . . . . . . . . . . . . 9
CHAPTER 3 | Overall Results                       . . . . . . . . . . . . . . . . . . . . . 21
CHAPTER 4 | Longitudinal Assessment                     .. . . . . . . . . . . . . . 33
CHAPTER 5 | Privacy and Security                      .. . . . . . . . . . . . . . . . . 37
CHAPTER 6 | Usability                         . . . . . . . . . . . . . . . . . . . . . . . . . 44
CHAPTER 7 | Content                         .. . . . . . . . . . . . . . . . . . . . . . . . . 51
CHAPTER 8 | Services                          . . . . . . . . . . . . . . . . . . . . . . . . . 58
CHAPTER 9 | Citizen and Social Engagement                     . . . . . . . . . . 65
CHAPTER 10 | Best Practices                        .. . . . . . . . . . . . . . . . . . . . 72
CHAPTER 11 | Conclusion                         .. . . . . . . . . . . . . . . . . . . . . . 76
Bibliography                            .. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Appendix A: Cities and Websites                        .. . . . . . . . . . . . . . . . . 80
Appendix B: E-Governance Performance Measures                               83
About the Authors                           .. . . . . . . . . . . . . . . . . . . . . . . . . . 85

Methodology