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E-government: a strategic operations management framework for service delivery

by J. Affisco, K. Soliman
Business Process Management Journal ()


Purpose – This paper aims to present a conceptual framework for selecting and developing e-government applications as part of an overall coherent strategy of e-government service delivery (EGSD). Design/methodology/approach – The framework proposed in this paper builds on and expands prior literature in the areas of e-government and service delivery in organizations. Specifically, the framework extends Heskett’s work in service delivery in organizations to the area of e-government. Findings – The strategic operations management framework for EGSD developed in this paper represents a response to the need for a more strategic point of view on the electronic delivery of government services. The framework consists of seven building-blocks – four basic elements: market segmentation, service mode development, operations-strategy redesign, and service delivery, in addition to three integrative elements: differentiation, leverage of value and alignment of strategy and system. Research limitations/implications – The framework fills two important voids in the area of government transformation to provide electronic services. First, it provides a precise framework and steps to implement successful e-government applications. Second, the framework provides a tool for researchers through which e-government studies can be organized and developed. Practical implications – The framework developed in this paper is flexible enough to be adopted by governments at different levels; federal, state, or local and by developed and developing countries around the world. Further, it realizes the importance of having an integrated plan for e-government projects. Originality/value – The framework developed in this paper guides delivering government services over the internet projects world-wide. Also, it recognizes the ripple effect of fluctuating service levels before delving into an e-government project.

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