In the course of my study of the literature I have had to consider some other ways of measuring the value of electronic government. One of the terms that has been used in recent years is Public Value and a document on the Cabinet Office web site by Kelly, Mulgan & Muers provides some background to this:
http://www.cabinetoffice.gov.uk/upload/assets/www.cabinetoffice.gov.uk/strategy/public_value2.pdf
Another term is Social Capital, but this is possibly even more difficult to measure, as a review of the literature by the Office of National Statistics demonstrates:
http://www.statistics.gov.uk/socialcapital/downloads/soccaplitreview.pdf
Hence my reason for wanting to examine ‘satisfaction’ versus ‘dissatisfaction’, with explanatory comments for success or failure in service delivery and hence as a means of improving channels!
Posted by greatemancipator 
The Great E-mancipator 