Efficiency and satisfaction of electronic records management systems in e‐government in Taiwan

The purpose of this paper is to investigate the efficiency and satisfaction of electronic records management systems (ERMS), which has been of interest to archivists and records managers, in electronic government (e‐government) agencies in Taiwan.

Using the measures from information systems (ISs) success model, this study applies data envelopment analysis to measure the relative efficiency and satisfaction in different types of e‐government agencies. After conducting a large‐scale survey of e‐government agencies in Taiwan, a matrix of efficiency and satisfaction is developed.

Research results show that the efficiency of ERMS in central agencies exceeds that in local agencies, and the efficiency in upper level agencies exceeds that in lower level agencies. The efficiency in business agencies exceeds that in administration agencies and public schools. Additionally, ERMS user's satisfaction in e‐government agencies is linearly related to ERMS efficiency.

Owing to the budget limits, only a one‐shot survey is conducted, thus the comparison between ex‐ante and ex‐post measurement could not be performed.

The business‐related reasons are more critical in implementing ERMS than the compliance‐related ones.

This paper proposes a mathematical modeling tool for assessing ISs in e‐government.