Purpose – The purpose of this paper is to emphasise on a balance between quantitative and qualitative measures, and examine the use of Balanced Scorecard to evaluate and estimate the performance of information and communication technologies (ICT) in delivering valuable e‐government services...

The increasing competition both in the public and private sectors gave rise to a growing interest in quality improvement and in designing and implementing Performance Measurement Systems (PMS). Academic organizations also recognized the need for implementing performance measurement systems. Some...

Purpose – Organizations often introduce performance measurement systems (PMSs) in order to evaluate the level of their performance, make comparison with competitors, and plan their future activities. Since indicators may affect the behaviour of the monitored system, the design and...