Effectiveness is a key feature of good governance, as the public sector must make the best use of resources to comply with the needs of the population. Several indicators can be analyzed to evaluate the effectiveness of a service. This study analyzes theoretical references and presents a systematic research of indicators to assess the effectiveness of digital public services in the perspective of the user. First, a literature review was carried out to identify the most common indicators employed to evaluate effectiveness in the public sector; then, the perception of academics and professionals regarding digital government was assessed to analyze the relevance of these indicators. As a result, two groups of indicators were found: technical factors based on service quality and usefulness of the service. This work contributes to enrich the discussion on how to create an effective model to evaluate the effectiveness of public services to guarantee quality standards and comply with the expectations of users.

Evaluating public services has become an important task in order to direct actions that may positively affect with the quality of the service provided by governments. To undertake an effective evaluation, it is necessary to analyze data and information on the impact of the services. A wide range of studies have been proposed to measure how an organization delivers its services according to the expectations of the stakeholders. This paper investigates approaches for evaluating public services from the perspective of users. The goal is to identify and describe evaluation-based models, as well as the instruments and tools employed in the service evaluation process. A systematic literature review was conducted to search and analyze studies published in the last 15 years. From the analysis of 31 studies, we identified four main dimensions regarding service evaluation: quality, success and acceptance of information systems, user satisfaction, and user experience. This work contributes to the identification of models, dimensions, instruments, and tools to evaluate public services from the perspective of users. The results of this work can be used as a guide to the Public Administration in the construction of effective models to evaluate their public services and to guarantee quality standards that meet the expectations of the users.

In this paper, we present an approach to identify and measure the best practices of quality management in public services. While many studies focus on service quality from the user's perspective, this work pays attention to the service operation management, aiming to evaluate public services' best practices based on the management perspective. This study was developed in cooperation with the Brazilian Government, which conducted an exploratory interview with managers of 289 federal services. Then, we performed a data mining to better understand trends, patterns and correlations from the answers obtained. As a final outcome, a questionnaire-based model was developed, called BrQM (Brazil Quality Management), in order to assist public administration managers in evaluating the quality of their services. The proposed model encodes 8 dimensions with score variables to guide evaluation actions so that public institutions can improve their services by identifying good practices in quality management adopted by other services in the same sphere.