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

Abstract

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). 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. 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.