C2ST: A Quality Framework to Evaluate E-Government Service Delivery

Abstract

Public Administrations provisioning of services to citizens through information and communication technologies (ICT) is rapidly increasing in the European Countries. Nevertheless the increasing rate, with reference to access and usage of e-services, does not follow a corresponding trend. Nowadays Public Administrations deliver many electronic services, but they are seldom used by citizens. Many reasons can be provided to justify such a situation. In this paper we suggest that specific characteristics of the e-service delivery process strongly affect access by citizens. In particular we provide a four dimensional quality framework for business process e-service delivery evaluation. Correspondingly we define process design guidelines that could help in designing and delivering e-services fostering real usage by citizens. A first experiment in applying the framework is reported.