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Wikipedia

E-services

Electronic services or e-services are services that make use of information and communication technologies (ICTs). The three main components of e-services are:

  1. service provider;
  2. service receiver; and
  3. the channels of service delivery (i.e., technology)

For example, with respect to public e-service, public agencies are the service provider and citizens as well as businesses are the service receiver. For public e-service the internet is the main channel of e-service delivery while other classic channels (e.g. telephone, call center, public kiosk, mobile phone, television) are also considered.[1]

Since its inception in the late 1980s in Europe[citation needed] and formal introduction in 1993 by the US Government,[2] the term ‘E-Government’ has now become one of the recognized research domains especially in the context of public policy and now has been rapidly gaining strategic importance in public sector modernization.[3] E-service is one of the branches of this domain and its attention has also been creeping up among the practitioners and researchers.[4]

E-service (or eservice) is a highly generic term, usually referring to

"The provision of services via the Internet (the prefix 'e' standing for ‘electronic’, as it does in many other usages), thus e-Service may also include e-Commerce, although it may also include non-commercial services (online), which is usually provided by the government." (Irma Buntantan & G. David Garson, 2004: 169-170; Muhammad Rais & Nazariah, 2003: 59, 70-71).
"E-Service constitutes the online services available on the Internet, whereby a valid transaction of buying and selling (procurement) is possible, as opposed to the traditional websites, whereby only descriptive information are available, and no online transaction is made possible." (Jeong, 2007).[5]

Importance of e-service edit

Lu (2001)[6] identifies a number of benefits for e-services, some of these are:

  • Accessing a greater customer base
  • Broadening market reach
  • Lowering of entry barrier to new markets and cost of acquiring new customers
  • Alternative communication channel to customers
  • Increasing services to customers
  • Enhancing perceived company image
  • Gaining competitive advantages
  • Enhancing transparency
  • Potential for increasing Customer knowledge

Importance and advantages of E-shopping edit

  • E-shops are open 24 hours a day.
  • There is no need to travel to the malls or wait at the checkout counters.
  • There is usually a wide selection of goods and services.
  • It is easy to compare prices and quality by using the E-shopping tool.
  • Price reduction and discounts are electronically conveyed.

E-service domain edit

The term ‘e-service’ has many applications and can be found in many disciplines. The two dominant application areas of e-services are:

  1. E-business (or e-commerce): e-services mostly provided by businesses or non-government organizations (NGOs) (private sector).
  2. E-government: e-services provided by government to citizens or business (public sector is the supply side).

The use and description of the e-service in this page will be limited to the context of e-government only where of the e-service is usually associated with prefix 'public' as in "public e-services". In some cases, we will have to describe aspects that are related to both fields like some conferences or journals which cover the concept of e-service in both domains of e-government and e-business.[a]

Architecture edit

Depending on the types of services, there are certain functionalities required in the certain layers of e-service architectural framework, these include but are not limited to:

  • Data layer (data sources),
  • processing layers (customer service systems,
  • management systems,
  • data warehouse systems,
  • integrated customer content systems),
  • exchange layer (Enterprise Application Integration– EAI),
  • interaction layer ( integrating e-services), and
  • presentation layer (customer interface through which the web pages and e-services are linked).

E-service quality edit

Measuring service quality and service excellence are important in a competitive organizational environment. The SERVQUAL- service quality model is one of the widely used tools for measuring quality of the service on various aspects. The five attributes of this model are: reliability, responsiveness, assurance, tangibles, and empathy. The following table summarizes some major of these:

SERVQUAL[7] Kaynama & Black (2000)[8] Zeithaml (2002)[9] Janda et al. (2002)[10] Alawattegama & Wattegama (2008)[11]
Reliability Content Access Access Factual information
Responsiveness Access Ease of navigation Security Business information
Assurance Navigation Efficiency Sensation General information
Tangibles Design Flexibility Information/content Consumer‐ related information
Empathy Response Reliability
Background Personalization
Personalization Security/privacy
Responsiveness
Assurance/trust
Site aesthetics
Price knowledge

The LIRNEasia study [Alawattegama & Wattegama (2008)] focuses more on content than on accessibility and ease of use, unlike the other studies mentioned in the table. Websites are increasingly important portals to government agencies, especially in the context of information society reforms. Stakeholders, including businesses, investors and even the general public, are interested in information produced by government agencies, and websites can help to increase their transparency and accountability. The quality of its website also demonstrates how advanced a regulatory agency is.

E-service cost factor edit

Some major cost factors are (Lu, 2001):[12]

  • Expense of setting up applications
  • Maintaining applications
  • Internet connection
  • Hardware/software
  • Security concerns
  • legal issues
  • Training; and
  • Rapid technology changes

Practical examples of e-services in the Developing World edit

Information technology is a powerful tool for accelerating economic development. Developing countries have focused on the development of ICT during the last two decades and as a result, it has been recognized that ICT is critical to economy and is as a catalyst of economic development. So, in recent years there seems to have been efforts for providing various e-services in many developing countries since ICT is believed to offer considerable potential for the sustainable development of e-Government and as a result, e-Services.[13]

Many government agencies in developed countries have taken progressive steps toward the web and ICT use, adding coherence to all local activities on the Internet, widening local access and skills, opening up interactive services for local debates, and increasing the participation of citizens on promotion and management of the territory(Graham and Aurigi, 1997).[14]

But the potential for e-government in developing countries remains largely unexploited, even though. ICT is believed to offer considerable potential for the sustainable development of e-government. Different human, organizational and technological factors, issues and problems pertain in these countries, requiring focused studies and appropriate approaches. ICT, in general, is referred to as an “enabler”, but on the other hand, it should also be regarded as a challenge and a peril in itself. The organizations, public or private, which ignore the potential value and use of ICT may suffer pivotal competitive disadvantages. Nevertheless, some e-government initiatives have flourished in developing countries too, e.g. Brazil, India, Chile, etc.[13] What the experience in these countries shows, is that governments in the developing world can effectively exploit and appropriate the benefits of ICT, but e-government success entails the accommodation of certain unique conditions, needs and obstacles. The adaptive challenges of e-government go far beyond technology, they call for organizational structures and skills, new forms of leadership, transformation of public-private partnerships (Allen et al., 2001).[15]

Following are a few examples regarding e-services in some developing countries:

E-services and e-commerce in Rwanda edit

Only a decade after emerging from the fastest genocide of the 20th Century, Rwanda, a small country in Eastern Central Africa, has become one of the continent's leaders in, and model on, bridging the digital divide through e-government. Rwanda has undergone a rapid turnaround from one of the most technologically deficient countries only a decade ago to a country where legislative business is conducted online and wireless access to the Internet is available anywhere in the country. This is puzzling when viewed against the limited progress made in other comparable developing countries, especially those located in the same region, sub-Saharan Africa, where the structural and institutional constraints to e-government diffusion are similar.[16]

E-services in South Africa edit

In South Africa, there continues to be high expectations of government in respect to improved delivery of service and of closer consultation with citizens. Such expectations are not unique to this country, and in this regard there is a need for governments to recognise that the implementation of e-government systems and e-services affords them the opportunity to enhance service delivery and good governance.[17] The implementation of e-Government has been widely acclaimed in that it provides new impetus to deliver services quickly and efficiently (Evans & Yen, 2006:208).[18] In recognition of these benefits, various arms of the South African government have embarked on a number of e-government programmes for example the Batho Pele portal, SARS e-filing, the e-Natis system, electronic processing of grant applications from remote sites, and a large number of departmental information websites. Also a number of well publicised e-government ventures such as the latter, analysts and researchers consider the state of e-government in South Africa to be at rudimentary stages. There are various factors which collectively contribute to such an assessment. Amongst these, key factors relate to a lack of a clear strategy to facilitate uptake and adoption of e-government services as well as evaluation frameworks to assess expectations of citizens who are one of the primary user groups of these services.[17]

E-services in Malaysia edit

E-Services is one of the pilot projects under the Electronic Government Flagship within the Multimedia Super Corridor (MSC) initiative. With E-Services, one can now conduct transactions with Government agencies, such as the Road Transport Department (RTD) and private utility companies such as Tenaga Nasional Berhad (TNB) and Telekom Malaysia Berhad (TM) through various convenient channels such as the eServices kiosks and internet. No more queuing, traffic jams or bureaucratic hassles and one can now conduct transaction at one's own convenience. Also, Electronic Labour Exchange (ELX)is one stop-centre for labor market information, as supervised by the Ministry of Human Resource (MOHR), to enable employers and job seekers to communicate on the same platform.

e-Syariah is the seventh project under the Electronic Government flagship application of the Multimedia Super Corridor (MSC). A case management system that integrates the processes related to management of cases for the Syariah Courts.

Examples of e-services in established countries edit

E-services in the United States of America edit

In America, citizens have many options and opportunities to follow and understand government actions through e-government. Government 2.0 (Gov. 2.0) is currently in place to bring the people and governments together to learn new information, increase government transparency, and better means for communicating to one another. Gov. 2.0 offers increased citizen participation through on-line applications such as social media and other apps.[19] Through the internet and websites such as USA.gov, an individual can perform actions such as contacting elected officials, find information about the work force such as retirement plans and labor laws, learn about money and consumer issues such as taxes, loans, and welfare, learn about citizenship and obtaining a visa or passport, and other topics such as health and welfare, education, and environmental issues.[20]

E-commerce is another growing e-service in the United States for both big and small businesses. E-commerce sales are projected to grow 10 to 12 percent annually. Amazon.com is the largest on-line marketplace in the country with annual sales of $79 billion. Wal-Mart is also a widely popular retailer. They have grown their business by having electronic services. Wal-Mart's sales for E-commerce in 2015 was roughly $13 billion. Apple develops and sells a wide variety of technological goods and services such as cell phones, music players, and computers. Apple's sales for E-commerce in 2015 was $12 billion.[21] E-services allows businesses to reach new clientele and offer new services. Companies such as eBay and Etsy have achieved great success, with eBay posting a net income in 2016 of nearly $9 billion and Esty claiming roughly $200 million in profits from nearly $2 billion sales.[22] The majority or eBay's business is conducted in the United States but it does a great deal of international business including the United Kingdom and Germany.[23] The global reach of Etsy is seen in nearly every country in the world with 31% of gross merchandise sales occurring outside of the United States.[24]

E-services in China edit

China's recent realization of the continuing growth of internet usage has caused the government to recognize the need to expand their E-government services. Some steps the government wants to take in order to increase their E-government services are to develop more online functions, use government sites to integrate on-line services, have supplementary open data available to citizens to further government transparency, and to combine services from local and country-wide governments for convenience.[25] China's plan of action to incorporate the internet into everyday business and grow the economy is known as “Internet Plus.” The government plans to have this plan in full effect by 2025 to be the main driving force for economic and social improvements. Internet Plus will help to grow the job market as the government plans to use local citizens for development, and to generate more areas dedicated to technological growth such as Zhongguancun.[26]

Because of the large population, China has the most internet and cell phone users in the world.(consider rewording) This causes a need for technological growth and a demand for increased e-services. In 2016, Chinese consumers spent more money for on-line goods and services than the United States and United Kingdom combined.[27] There is(are) a wide variety of reasons as to why E-commerce flourishes in China including easy access to mobile internet, low cost of shipping, and a vast selection of cheap, unbranded products.[28] Alibaba is China's largest on-line marketplace with an annual revenue stream of $16 billion. Its services are globally available in Russia and Brazil through AliExpress. Tencent is another internet company with an annual revenue income of $16 billion. Tencent is used mainly for instant messaging but has other applications as well including mobile games and other digital content. By the end of 2015, Tencent's WeChat messaging app reached around 700 million users. The biggest competitor for Tencent is Facebook's WhatsApp. Baidu Is the most visited website in the country and it is used as a search engine and has an annual revenue of $10 billion. In March 2016, there were roughly 663 million users. Google challenges Baidu as the major internet search engines in the world. Huawei is a tech company that produces phones, tablets, and develops the equipment used in fixed-line networks. Huawei has an annual revenue income of $61 billion. It is currently located throughout 100 countries worldwide and in 2015, it filed 3,898 patent applications, more than any other country in the world. The biggest competitors to Huawei is Apple and Samsung.[29]

Challenges to e-services in the Developing World edit

The future of e-service is bright but some challenges remain. There are some challenges in e-service, as Sheth & Sharma (2007)[30] identify, are:

  • Low penetration of ICT especially in the developing countries;
  • Fraud on the internet space which is estimated around 2.8billion USD
  • Privacy due to the emergence of various types of spyware and security holes, and
  • intrusive characteristics of the service (e.g. mobile phones based) as customers may not like to be contacted with the service providers at any time and at any place.

The first challenge and primary obstacle to the e-service platform will be the penetration of the internet. In some developing countries, access to the internet is limited and speeds are also limited. In these cases, firms and customers will continue to use traditional platforms. The second issue of concern is a fraud on the internet. It is anticipated that the fraud on the e-commerce internet space costs $2.8 billion. The possibility of fraud will continue to reduce the utilization of the internet. The third issue is privacy. Due to both spyware and security holes in operating systems, there is a concern that the transactions that consumers undertake have privacy limitations. For example, by stealthily following online activities, firms can develop fairly accurate descriptions of customer profiles. The possibility of privacy violations will reduce the utilization of the internet. The final issue is that e-service can also become intrusive as they reduce time and location barriers of other forms of contract. For example, firms can contact people through mobile devices at any time and at any place. Customers do not take like intrusive behavior and may not use the e-service platform. (Heiner and lyer, 2007)[31]

However, in the last years, one can observe appearing of different e-services and related initiatives in developing countries such as Project Nemmadi, MCA21 Mission Mode Project or Digital India even more, in India; Electronic Government Directorate in Pakistan; The E-government citizen program in Iraq; E-government Development Center in Azerbaijan etc.

Major e-service keywords edit

A considerable amount of research efforts already exists on the subject matter exploring different aspects of e-service and e-service delivery; one worth noting effort is Rowley's study (2006)[1] who did a review study on the e-service literature. The key finding of his study is that there is need to explore dimensions of e-service delivery not focusing only on service quality “In order to understand e-service experiences it is necessary to go beyond studies of e-service quality dimensions and to also take into account the inherent characteristics of e-service delivery and the factors that differentiate one service experience from another.”

Some of the major keywords of e-service as found in the e-government research are as follows:

Acceptance edit

User acceptance of technology is defined according to Morris (1996, referred by Wu 2005, p. 1)[32] as “the demonstrable willingness within a user group to employ information technology for the tasks it is designed to support”. This definition can be brought into the context of e-service where acceptance can be defined as the users’ willingness to use e-service or the willingness to decide when and how to use the e-service.

Accessibility edit

Users’ ability to access to the e-service is important theme in the previous literature. For example, Huang (2003)[33] finds that most of the websites in general fail to serve users with disabilities. Recommendation to improve accessibility is evident in previous literature including Jaeger (2006)[34] who suggests the following to improve e-services’ accessibility like: design for accessibility from the outset of website development, Involve users with disabilities in the testing of the site ...Focus on the benefits of an accessible Web site to all users.

Administrative literacy edit

According to Grönlund et al. (2007),[35] for a simple e-service, the needs for knowledge and skills, content and procedures are considerably less. However, in complicated services there are needed to change some prevailed skills, such as replacing verbal skills with skill in searching for information online.

Benchmarking edit

This theme is concerned with establishing standards for measuring e-services or the best practices within the field. This theme also includes the international benchmarking of e-government services (UN reports, EU reports); much critic has been targeting these reports being incomprehensive and useless. According to Bannister (2007)[36] “… benchmarks are not a reliable tool for measuring real e-government progress. Furthermore, if they are poorly designed, they risk distorting government policies as countries may chase the benchmark rather than looking at real local and national needs”

Digital divide edit

Digital divide is considered one of the main barriers to implementing e-services; some people do not have means to access the e-services and some others do not know how to use the technology (or the e-service). According to Helbig et al. (2009),[37] “we suggest E-Government and the digital divide should be seen as complementary social phenomena (i.e., demand and supply). Moreover, a serious e-government digital divide is that services mostly used by social elites."

E-readiness edit

Most of the reports and the established criteria focus on assessing the services in terms of infrastructure and public policies ignoring the citizen participation or e-readiness. According to by Shalini (2009),[38] “the results of the research project reveal that a high index may be only indicating that a country is e-ready in terms of ICT infrastructure and info-structure, institutions, policies, and political commitment, but it is a very poor measure of the e-readiness of citizens.[39] To summarize the findings, it can be said that Mauritius is ready but the Mauritians are not”

``E-readiness, as the Economist Intelligence Unit defines, is the measure of a country’s ability to leverage digital channels for communication, commerce and government in order to further economic and social development. Implied in this measure is the extent to which the usage of communications devices and Internet services creates efficiencies for business and citizens, and the extent to which this usage is leveraged in the development of information and communications technology (ICT) industries. In general terms, the definition of e-readiness is relative, for instance depending on a country in question's priorities and perspective.[40]

Efficiency edit

As opposed to effectiveness, efficiency is focused on the internal competence within the government departments when delivering e-services. There is a complaint that researchers focus more on effectiveness “There is an emerging trend seemingly moving away from the efficiency target and focusing on users and governance outcome. While the latter is worthwhile, efficiency must still remain a key priority for eGovernment given the budget constraints compounded in the future by the costs of an ageing population. Moreover, efficiency gains are those that can be most likely proven empirically through robust methodologies”[41]

Security edit

Security is the most important challenge that faces the implementation of e-services because without a guarantee of privacy and security citizens will not be willing to take up e-government services. These security concerns, such as hacker attacks and the theft of credit card information, make governments hesitant to provide public online services. According to the GAO report[42] of 2002 “security concerns present one of the toughest challenges to extending the reach of e-government. The rash of hacker attacks, Web page defacing, and credit card information being posted on electronic bulletin boards can make many federal agency officials—as well as the general public—reluctant to conduct sensitive government transactions involving personal or financial data over the Internet.” By and Large, Security is one of the major challenges that faces the implementation and development of electronic services. people want to be assured that they are safe when they are conducting online services and that their information will remain secure and confidential

Stakeholders edit

Axelsson et al. (2009)[43] argue that the stakeholder concept-which was originally used in private firms-, can be used in public setting and in the context of e-government. According to them, several scholars have discussed the use of the stakeholder theory in public settings.[44] The stakeholder theory suggests that need to focus on all the involved stakeholder s when designing the e-service; not only on the government and citizens.

Usability edit

Compared to Accessibility, There is sufficient literature that addresses the issue of usability; researchers have developed different models and methods to measure the usability and effectiveness of eGovernment websites. However, But still there is call to improve these measures and make it more compressive[45]

``The word usability has cropped up a few times already in this unit. In the context of biometric identification, usability referred to the smoothness of enrollment and other tasks associated with setting up an identification system. A system that produced few false matches during enrollment of applicants was described as usable. Another meaning of usability is related to the ease of use of an interface. Although this meaning of the term is often used in the context of computer interfaces, there is no reason to confine it to computers.[46]´´

Social, cultural and ethical implications of e-services edit

The perceived effectiveness of e-service can be influenced by public’s view of the social and cultural implications of e-technologies and e-service.

Impacts on individuals’ rights and privacy – as more and more companies and government agencies use technology to collect, store, and make accessible data on individuals, privacy concerns have grown. Some companies monitor their employees' computer usage patterns in order to assess individual or workgroup performance.[47] Technological advancements are also making it much easier for businesses, government and other individuals to obtain a great deal of information about an individual without their knowledge. There is a growing concern[48] that access to a wide range of information can be dangerous within politically corrupt government agencies.

Impact on Jobs and Workplaces - in the early days of computers, management scientists anticipated that computers would replace human decision-makers. However, despite significant technological advances, this prediction is no longer a mainstream concern. At the current time, one of the concerns associated with computer usage in any organization (including governments) is the health risk – such as injuries related to working continuously on a computer keyboard. Government agencies are expected to work with regulatory groups in order to avoid these problems.

Potential Impacts on Society – despite some economic benefits of ICT to individuals, there is evidence that the computer literacy and access gap between the haves and have-nots may be increasing. Education and information access are more than ever the keys to economic prosperity, yet access by individuals in different countries is not equal - this social inequity has become known as the digital divide.

Impact on Social Interaction – advancements in ICT and e-Technology solutions have enabled many government functions to become automated and information to be made available online. This is a concern to those who place a high value on social interaction.

Information Security - technological advancements allow government agencies to collect, store and make data available online to individuals and organizations. Citizens and businesses expect to be allowed to access data in a flexible manner (at any time and from any location). Meeting these expectations comes at a price to government agencies where it concerns managing information – more specifically, ease of access; data integrity and accuracy; capacity planning to ensure the timely delivery of data to remote (possibly mobile) sites; and managing the security of corporate and public information.[48]

E-service awards edit

The benefits of e-services in advancing businesses efficiency and in promoting good governance are huge; recognizing the importance of these benefits has resulted in number of international awards that are dedicated to recognize the best designed e-services. In the section, we will provide description of some international awards

Best online e-service in Europe edit

European eGovernment Awards program started 2003 to recognize the best online public service in Europe. The aim of Awards is to encourage the deployment of e-services and to bring the attention to best practices in the field. The winners of the |4th European eGovernment Awards were announced in the award ceremony that took place at the 5th Ministerial eGovernment Conference on 19 November 2009 (Sweden); the winners in their respective categories are:

  • Category 1. eGovernment supporting the Single Market: EU-OPA, the European Order for Payment Application (  Austria and   Germany)
  • Category 2a. eGovernment empowering citizens: Genvej (  Denmark)
  • Category 2b. eGovernment empowering businesses: MEPA, the Public Administration eMarketplace (  Italy)
  • Category 3. eGovernment enabling administrative efficiency and effectiveness: Licensing of Hunters via the “Multibanco” ATM Network (  Portugal)
  • Public prize: SMS Information System (  Turkey)

Other awards edit

Sultan Qaboos Award for excellence in eGovernance   Oman(Started 2009) The award has five categories: Best eContent, Best eService, Best eProject, eEconomy, eReadiness.

eGovernment Excellence Awards   Bahrain(Started 2007) The program has three categories: Government Awards: Best eContent, Best eService, Best eProject, eEconomy, eEducation, eMaturity Business Awards: Best ICT solution Provider, eEconomy, eEducation Citizen Awards: Best eContent, eCitizen.

Philippines e-Service Awards   Philippines(Started 2001) Categories: Outstanding Client Application of the Year, Outstanding Customer Application of the year, Groundbreaking Technology of the Year, Most Progressive Homegrown Company of the Year.

Major journals focusing on e-services edit

There are some journals particularly interested for “e-Service “. Some of these are:

  • International Journal of E-services and Mobile Applications
  • eService Journal
  • European Journal of Information Systems
  • MIS Quarterly
  • Information & Management
  • Information Systems Journal
  • International Journal of Electronic Government
  • Electronic Journal of e-Government
  • International Journal of Electronic Commerce
  • Internet Research
  • Journal Information Technology
  • Journal of Strategic Information Systems
  • Journal of the Association for Information Systems
  • Government Information Quarterly
  • Public Administration Review

See also edit

Notes edit

  1. ^ [example: www.eserviceforyou.com]

References edit

  1. ^ a b Rowley, J. (2006) An analysis of the e-service literature: towards a research agenda. Internet Research, 16 (3), 339-359
  2. ^ Alasem, A. (2009). An Overview of e-Government Metadata Standards and Initiatives based on Dublin Core. Electronic Journal of e-Government, 7(1), 1 – 10
  3. ^ Wimmer, M., Codagnone, C. and Janssen, M. (2008) “Future of e-Government Research: 13 research themes identified in the eGovRTD2020 project’. Proceedings of the 41st Hawaii International Conference on System Sciences, USA
  4. ^ Lӧfstedt, U. (2005) ‘Assessment of current research and some proposals for future direction’, International Journal of Public IS
  5. ^ Jeong Chun Hai @Ibrahim. (2007). Fundamental of Development Administration. Selangor: Scholar Press. ISBN 978-967-5-04508-0
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  7. ^ Jiang, J.J.; Klein, G. and Crampton, S.M. (2000). A note on SERVQUAL reliability and validity in information system service quality measurement. Decision Sciences. Atlanta: Summer 2000. Vol. 31, Iss. 3; p. 725
  8. ^ Kaynama, S. A., and Black, C. I. (2000). A Proposal to assess the Service Quality of Online Travel Agencies: An Exploratory Study. Journal of Professional Services Marketing (21:1), 63-88
  9. ^ Zeithaml, V. A. (2002). Service Excellence in Electronic Channels. Managing Service Quality (12:3), 2002, 135-138
  10. ^ Janda, S., Trocchia, P. J., and Gwinner, K. (2002). Consumer perceptions of Internet Retail Service Quality. International Journal of Service Industry Management (13:5), 412-431
  11. ^ Alawattegama, L. and Wattegama, C. (2008). Benchmarking Asia Pacific National Telecom Regulatory Authority Websites. LIRNEasia
  12. ^ Lu, J. (2001). Measuring cost/benefits of e-business applications and customer satisfaction”, Proceedings of the 2nd International Web Conference, 29–30 November, Perth, Australia, 139-47
  13. ^ a b Ndou, V.(2004)E-Government for developing countries: Opportunities and Challenges, EJISDC 18, 1, 1-24
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  17. ^ a b van Brakel, P.A.(2009) Proceedings of the 11th Annual Conference on World Wide Web Applications, Port Elizabeth, 2–4 September
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  20. ^ "USA.gov". Retrieved June 4, 2017.
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  23. ^ "eBay - Statistics & Facts". Statista. Retrieved June 14, 2017.
  24. ^ Nagarkar, Vikram (March 19, 2015). "Etsy IPO: All You Need To Know About Etsy". Amigobulls. Retrieved June 14, 2017.
  25. ^ Sharwood, Simon (September 15, 2016). . The Register. Archived from the original on 2016-09-16. Retrieved June 4, 2016.
  26. ^ Xinhua (July 4, 2015). "'Internet Plus' action plan unveiled". China.org. Retrieved June 4, 2017.
  27. ^ Vavra, Shannon (May 8, 2017). "Chinese E-Commerce Boom — Bigger Than US, UK Combined". axios.com. Retrieved June 4, 2017.
  28. ^ "The Rise of China's New Consumer Class". Goldman Sachs. Retrieved June 4, 2017.
  29. ^ Mullen, Jethro (May 17, 2016). "Meet China's Tech Behemoths". CNN. Retrieved June 4, 2017.
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  31. ^ Heiner and lyer (2007) E-Service opportunities and Threats, Journal of value chain management, 1, 11.
  32. ^ Wu, Philip F. (2009). User Acceptance of Emergency Alert Technology: A Case Study. Proceedings of the 6th International ISCRAM Conference – Gothenburg, Sweden
  33. ^ Huang, C.J. (2003). Usability of E-Government Web Sites for People with Disabilities, In Proceedings of the 36th Hawaii International Conference on System Sciences (HICSS’03), IEEE Computer Society, 2003
  34. ^ Jaeger, P.T. Assessing Section 508 compliance on federal e-government Web sites: A multi-method, user-centered evaluation of accessibility for persons with disabilities. Government Information Quarterly 23 (2006) 169–190
  35. ^ Grönlund, Å., Hatakka, M. and Ask, A. (2007) ‘ Inclusion in the E-Service Society – Investigating Administrative Literacy Requirements for Using E-Services’. 6th International Conference (EGOV 2007, Regensburg, Germany), 4656
  36. ^ Bannister F. (2007). The curse of the benchmark: an assessment of the validity and value of e-government comparisons, International Review of Administrative Sciences, 73 (2), 171-188
  37. ^ Helbig, N; Gil-García, J; Ferro, E (2009). Understanding the complexity of electronic government: Implications from the digital divide literature. Government Information Quarterly, 26(2009), 89–97
  38. ^ Shalini, R. (2009). Are Mauritians ready for e-Government services?. Government Information Quarterly 26 (2009) 536–539
  39. ^ "EIU.com". www.eiu.com. Retrieved 2021-11-15.
  40. ^ GeoSINC International (2002). E-Readiness Guide. Available at http://www.apdip.net/documents/evaluation/e-readiness/geosinc01042002.pdf
  41. ^ Codagnone, C. Undheim T.A (2008). Benchmarking eGovernment: tools, theory, and practice. European Journal of ePractice. Nº 4 • August 2008
  42. ^ GAO.(2002). E-Government: Proposal addresses Critical Challenges. U.S General Accounting Office, Govt of the USA
  43. ^ Axelsson, K, Melin, f, Lindgren, I, (2009) DEVELOPING PUBLIC E-SERVICES FOR SEVERAL STAKEHOLDERS – A MULTIFACETED VIEW OF THE NEEDS FOR AN E-SERVICE. 17th European Conference on Information Systems
  44. ^ Scholl, H. J. (2001). Applying stakeholder theory to e-government: Benefits and Limits. Kluwer Academic Publishers, Massachusetts
  45. ^ Kaylor, C., Deshazo, R. & Eck, D. V. (2001) "Gauging e-government: A report on implementing services among American cities". Government Information Quarterly (GIQ), 18(4), 293 - 307
  46. ^ Open Learning - OpenLearn - Open University
  47. ^ Asgarkhani, M. (2002). Strategic Management of Information systems and Technology in an e-World”, Proceedings of the 21st IT Conference, Sri Lanka, pp103-111.
  48. ^ a b Asgarkhani, M. (2002b) “e-Governance in Asia Pacific”, Proceedings of the International Conference on Governance in Asia, Hong Kong.

External links edit

  • The Best E-Government Sites

services, electronic, services, services, services, that, make, information, communication, technologies, icts, three, main, components, services, service, provider, service, receiver, channels, service, delivery, technology, example, with, respect, public, se. Electronic services or e services are services that make use of information and communication technologies ICTs The three main components of e services are service provider service receiver and the channels of service delivery i e technology For example with respect to public e service public agencies are the service provider and citizens as well as businesses are the service receiver For public e service the internet is the main channel of e service delivery while other classic channels e g telephone call center public kiosk mobile phone television are also considered 1 Since its inception in the late 1980s in Europe citation needed and formal introduction in 1993 by the US Government 2 the term E Government has now become one of the recognized research domains especially in the context of public policy and now has been rapidly gaining strategic importance in public sector modernization 3 E service is one of the branches of this domain and its attention has also been creeping up among the practitioners and researchers 4 E service or eservice is a highly generic term usually referring to The provision of services via the Internet the prefix e standing for electronic as it does in many other usages thus e Service may also include e Commerce although it may also include non commercial services online which is usually provided by the government Irma Buntantan amp G David Garson 2004 169 170 Muhammad Rais amp Nazariah 2003 59 70 71 E Service constitutes the online services available on the Internet whereby a valid transaction of buying and selling procurement is possible as opposed to the traditional websites whereby only descriptive information are available and no online transaction is made possible Jeong 2007 5 Contents 1 Importance of e service 2 Importance and advantages of E shopping 3 E service domain 4 Architecture 5 E service quality 6 E service cost factor 7 Practical examples of e services in the Developing World 7 1 E services and e commerce in Rwanda 7 2 E services in South Africa 7 3 E services in Malaysia 8 Examples of e services in established countries 8 1 E services in the United States of America 8 2 E services in China 9 Challenges to e services in the Developing World 10 Major e service keywords 10 1 Acceptance 10 2 Accessibility 10 3 Administrative literacy 10 4 Benchmarking 10 5 Digital divide 10 6 E readiness 10 7 Efficiency 10 8 Security 10 9 Stakeholders 10 10 Usability 11 Social cultural and ethical implications of e services 12 E service awards 12 1 Best online e service in Europe 12 2 Other awards 13 Major journals focusing on e services 14 See also 15 Notes 16 References 17 External linksImportance of e service editLu 2001 6 identifies a number of benefits for e services some of these are Accessing a greater customer base Broadening market reach Lowering of entry barrier to new markets and cost of acquiring new customers Alternative communication channel to customers Increasing services to customers Enhancing perceived company image Gaining competitive advantages Enhancing transparency Potential for increasing Customer knowledgeImportance and advantages of E shopping editE shops are open 24 hours a day There is no need to travel to the malls or wait at the checkout counters There is usually a wide selection of goods and services It is easy to compare prices and quality by using the E shopping tool Price reduction and discounts are electronically conveyed E service domain editThe term e service has many applications and can be found in many disciplines The two dominant application areas of e services are E business or e commerce e services mostly provided by businesses or non government organizations NGOs private sector E government e services provided by government to citizens or business public sector is the supply side The use and description of the e service in this page will be limited to the context of e government only where of the e service is usually associated with prefix public as in public e services In some cases we will have to describe aspects that are related to both fields like some conferences or journals which cover the concept of e service in both domains of e government and e business a Architecture editDepending on the types of services there are certain functionalities required in the certain layers of e service architectural framework these include but are not limited to Data layer data sources processing layers customer service systems management systems data warehouse systems integrated customer content systems exchange layer Enterprise Application Integration EAI interaction layer integrating e services and presentation layer customer interface through which the web pages and e services are linked E service quality editMeasuring service quality and service excellence are important in a competitive organizational environment The SERVQUAL service quality model is one of the widely used tools for measuring quality of the service on various aspects The five attributes of this model are reliability responsiveness assurance tangibles and empathy The following table summarizes some major of these SERVQUAL 7 Kaynama amp Black 2000 8 Zeithaml 2002 9 Janda et al 2002 10 Alawattegama amp Wattegama 2008 11 Reliability Content Access Access Factual information Responsiveness Access Ease of navigation Security Business information Assurance Navigation Efficiency Sensation General information Tangibles Design Flexibility Information content Consumer related information Empathy Response Reliability Background Personalization Personalization Security privacy Responsiveness Assurance trust Site aesthetics Price knowledge The LIRNEasia study Alawattegama amp Wattegama 2008 focuses more on content than on accessibility and ease of use unlike the other studies mentioned in the table Websites are increasingly important portals to government agencies especially in the context of information society reforms Stakeholders including businesses investors and even the general public are interested in information produced by government agencies and websites can help to increase their transparency and accountability The quality of its website also demonstrates how advanced a regulatory agency is E service cost factor editSome major cost factors are Lu 2001 12 Expense of setting up applications Maintaining applications Internet connection Hardware software Security concerns legal issues Training and Rapid technology changesPractical examples of e services in the Developing World editInformation technology is a powerful tool for accelerating economic development Developing countries have focused on the development of ICT during the last two decades and as a result it has been recognized that ICT is critical to economy and is as a catalyst of economic development So in recent years there seems to have been efforts for providing various e services in many developing countries since ICT is believed to offer considerable potential for the sustainable development of e Government and as a result e Services 13 Many government agencies in developed countries have taken progressive steps toward the web and ICT use adding coherence to all local activities on the Internet widening local access and skills opening up interactive services for local debates and increasing the participation of citizens on promotion and management of the territory Graham and Aurigi 1997 14 But the potential for e government in developing countries remains largely unexploited even though ICT is believed to offer considerable potential for the sustainable development of e government Different human organizational and technological factors issues and problems pertain in these countries requiring focused studies and appropriate approaches ICT in general is referred to as an enabler but on the other hand it should also be regarded as a challenge and a peril in itself The organizations public or private which ignore the potential value and use of ICT may suffer pivotal competitive disadvantages Nevertheless some e government initiatives have flourished in developing countries too e g Brazil India Chile etc 13 What the experience in these countries shows is that governments in the developing world can effectively exploit and appropriate the benefits of ICT but e government success entails the accommodation of certain unique conditions needs and obstacles The adaptive challenges of e government go far beyond technology they call for organizational structures and skills new forms of leadership transformation of public private partnerships Allen et al 2001 15 Following are a few examples regarding e services in some developing countries E services and e commerce in Rwanda edit Only a decade after emerging from the fastest genocide of the 20th Century Rwanda a small country in Eastern Central Africa has become one of the continent s leaders in and model on bridging the digital divide through e government Rwanda has undergone a rapid turnaround from one of the most technologically deficient countries only a decade ago to a country where legislative business is conducted online and wireless access to the Internet is available anywhere in the country This is puzzling when viewed against the limited progress made in other comparable developing countries especially those located in the same region sub Saharan Africa where the structural and institutional constraints to e government diffusion are similar 16 E services in South Africa edit In South Africa there continues to be high expectations of government in respect to improved delivery of service and of closer consultation with citizens Such expectations are not unique to this country and in this regard there is a need for governments to recognise that the implementation of e government systems and e services affords them the opportunity to enhance service delivery and good governance 17 The implementation of e Government has been widely acclaimed in that it provides new impetus to deliver services quickly and efficiently Evans amp Yen 2006 208 18 In recognition of these benefits various arms of the South African government have embarked on a number of e government programmes for example the Batho Pele portal SARS e filing the e Natis system electronic processing of grant applications from remote sites and a large number of departmental information websites Also a number of well publicised e government ventures such as the latter analysts and researchers consider the state of e government in South Africa to be at rudimentary stages There are various factors which collectively contribute to such an assessment Amongst these key factors relate to a lack of a clear strategy to facilitate uptake and adoption of e government services as well as evaluation frameworks to assess expectations of citizens who are one of the primary user groups of these services 17 E services in Malaysia edit E Services is one of the pilot projects under the Electronic Government Flagship within the Multimedia Super Corridor MSC initiative With E Services one can now conduct transactions with Government agencies such as the Road Transport Department RTD and private utility companies such as Tenaga Nasional Berhad TNB and Telekom Malaysia Berhad TM through various convenient channels such as the eServices kiosks and internet No more queuing traffic jams or bureaucratic hassles and one can now conduct transaction at one s own convenience Also Electronic Labour Exchange ELX is one stop centre for labor market information as supervised by the Ministry of Human Resource MOHR to enable employers and job seekers to communicate on the same platform e Syariah is the seventh project under the Electronic Government flagship application of the Multimedia Super Corridor MSC A case management system that integrates the processes related to management of cases for the Syariah Courts Examples of e services in established countries editE services in the United States of America edit In America citizens have many options and opportunities to follow and understand government actions through e government Government 2 0 Gov 2 0 is currently in place to bring the people and governments together to learn new information increase government transparency and better means for communicating to one another Gov 2 0 offers increased citizen participation through on line applications such as social media and other apps 19 Through the internet and websites such as USA gov an individual can perform actions such as contacting elected officials find information about the work force such as retirement plans and labor laws learn about money and consumer issues such as taxes loans and welfare learn about citizenship and obtaining a visa or passport and other topics such as health and welfare education and environmental issues 20 E commerce is another growing e service in the United States for both big and small businesses E commerce sales are projected to grow 10 to 12 percent annually Amazon com is the largest on line marketplace in the country with annual sales of 79 billion Wal Mart is also a widely popular retailer They have grown their business by having electronic services Wal Mart s sales for E commerce in 2015 was roughly 13 billion Apple develops and sells a wide variety of technological goods and services such as cell phones music players and computers Apple s sales for E commerce in 2015 was 12 billion 21 E services allows businesses to reach new clientele and offer new services Companies such as eBay and Etsy have achieved great success with eBay posting a net income in 2016 of nearly 9 billion and Esty claiming roughly 200 million in profits from nearly 2 billion sales 22 The majority or eBay s business is conducted in the United States but it does a great deal of international business including the United Kingdom and Germany 23 The global reach of Etsy is seen in nearly every country in the world with 31 of gross merchandise sales occurring outside of the United States 24 E services in China edit China s recent realization of the continuing growth of internet usage has caused the government to recognize the need to expand their E government services Some steps the government wants to take in order to increase their E government services are to develop more online functions use government sites to integrate on line services have supplementary open data available to citizens to further government transparency and to combine services from local and country wide governments for convenience 25 China s plan of action to incorporate the internet into everyday business and grow the economy is known as Internet Plus The government plans to have this plan in full effect by 2025 to be the main driving force for economic and social improvements Internet Plus will help to grow the job market as the government plans to use local citizens for development and to generate more areas dedicated to technological growth such as Zhongguancun 26 Because of the large population China has the most internet and cell phone users in the world consider rewording This causes a need for technological growth and a demand for increased e services In 2016 Chinese consumers spent more money for on line goods and services than the United States and United Kingdom combined 27 There is are a wide variety of reasons as to why E commerce flourishes in China including easy access to mobile internet low cost of shipping and a vast selection of cheap unbranded products 28 Alibaba is China s largest on line marketplace with an annual revenue stream of 16 billion Its services are globally available in Russia and Brazil through AliExpress Tencent is another internet company with an annual revenue income of 16 billion Tencent is used mainly for instant messaging but has other applications as well including mobile games and other digital content By the end of 2015 Tencent s WeChat messaging app reached around 700 million users The biggest competitor for Tencent is Facebook s WhatsApp Baidu Is the most visited website in the country and it is used as a search engine and has an annual revenue of 10 billion In March 2016 there were roughly 663 million users Google challenges Baidu as the major internet search engines in the world Huawei is a tech company that produces phones tablets and develops the equipment used in fixed line networks Huawei has an annual revenue income of 61 billion It is currently located throughout 100 countries worldwide and in 2015 it filed 3 898 patent applications more than any other country in the world The biggest competitors to Huawei is Apple and Samsung 29 Challenges to e services in the Developing World editThe future of e service is bright but some challenges remain There are some challenges in e service as Sheth amp Sharma 2007 30 identify are Low penetration of ICT especially in the developing countries Fraud on the internet space which is estimated around 2 8billion USD Privacy due to the emergence of various types of spyware and security holes and intrusive characteristics of the service e g mobile phones based as customers may not like to be contacted with the service providers at any time and at any place The first challenge and primary obstacle to the e service platform will be the penetration of the internet In some developing countries access to the internet is limited and speeds are also limited In these cases firms and customers will continue to use traditional platforms The second issue of concern is a fraud on the internet It is anticipated that the fraud on the e commerce internet space costs 2 8 billion The possibility of fraud will continue to reduce the utilization of the internet The third issue is privacy Due to both spyware and security holes in operating systems there is a concern that the transactions that consumers undertake have privacy limitations For example by stealthily following online activities firms can develop fairly accurate descriptions of customer profiles The possibility of privacy violations will reduce the utilization of the internet The final issue is that e service can also become intrusive as they reduce time and location barriers of other forms of contract For example firms can contact people through mobile devices at any time and at any place Customers do not take like intrusive behavior and may not use the e service platform Heiner and lyer 2007 31 However in the last years one can observe appearing of different e services and related initiatives in developing countries such as Project Nemmadi MCA21 Mission Mode Project or Digital India even more in India Electronic Government Directorate in Pakistan The E government citizen program in Iraq E government Development Center in Azerbaijan etc Major e service keywords editA considerable amount of research efforts already exists on the subject matter exploring different aspects of e service and e service delivery one worth noting effort is Rowley s study 2006 1 who did a review study on the e service literature The key finding of his study is that there is need to explore dimensions of e service delivery not focusing only on service quality In order to understand e service experiences it is necessary to go beyond studies of e service quality dimensions and to also take into account the inherent characteristics of e service delivery and the factors that differentiate one service experience from another Some of the major keywords of e service as found in the e government research are as follows Acceptance edit User acceptance of technology is defined according to Morris 1996 referred by Wu 2005 p 1 32 as the demonstrable willingness within a user group to employ information technology for the tasks it is designed to support This definition can be brought into the context of e service where acceptance can be defined as the users willingness to use e service or the willingness to decide when and how to use the e service Accessibility edit Users ability to access to the e service is important theme in the previous literature For example Huang 2003 33 finds that most of the websites in general fail to serve users with disabilities Recommendation to improve accessibility is evident in previous literature including Jaeger 2006 34 who suggests the following to improve e services accessibility like design for accessibility from the outset of website development Involve users with disabilities in the testing of the site Focus on the benefits of an accessible Web site to all users Administrative literacy edit According to Gronlund et al 2007 35 for a simple e service the needs for knowledge and skills content and procedures are considerably less However in complicated services there are needed to change some prevailed skills such as replacing verbal skills with skill in searching for information online Benchmarking edit This theme is concerned with establishing standards for measuring e services or the best practices within the field This theme also includes the international benchmarking of e government services UN reports EU reports much critic has been targeting these reports being incomprehensive and useless According to Bannister 2007 36 benchmarks are not a reliable tool for measuring real e government progress Furthermore if they are poorly designed they risk distorting government policies as countries may chase the benchmark rather than looking at real local and national needs Digital divide edit Digital divide is considered one of the main barriers to implementing e services some people do not have means to access the e services and some others do not know how to use the technology or the e service According to Helbig et al 2009 37 we suggest E Government and the digital divide should be seen as complementary social phenomena i e demand and supply Moreover a serious e government digital divide is that services mostly used by social elites E readiness edit Most of the reports and the established criteria focus on assessing the services in terms of infrastructure and public policies ignoring the citizen participation or e readiness According to by Shalini 2009 38 the results of the research project reveal that a high index may be only indicating that a country is e ready in terms of ICT infrastructure and info structure institutions policies and political commitment but it is a very poor measure of the e readiness of citizens 39 To summarize the findings it can be said that Mauritius is ready but the Mauritians are not E readiness as the Economist Intelligence Unit defines is the measure of a country s ability to leverage digital channels for communication commerce and government in order to further economic and social development Implied in this measure is the extent to which the usage of communications devices and Internet services creates efficiencies for business and citizens and the extent to which this usage is leveraged in the development of information and communications technology ICT industries In general terms the definition of e readiness is relative for instance depending on a country in question s priorities and perspective 40 Efficiency edit As opposed to effectiveness efficiency is focused on the internal competence within the government departments when delivering e services There is a complaint that researchers focus more on effectiveness There is an emerging trend seemingly moving away from the efficiency target and focusing on users and governance outcome While the latter is worthwhile efficiency must still remain a key priority for eGovernment given the budget constraints compounded in the future by the costs of an ageing population Moreover efficiency gains are those that can be most likely proven empirically through robust methodologies 41 Security edit Security is the most important challenge that faces the implementation of e services because without a guarantee of privacy and security citizens will not be willing to take up e government services These security concerns such as hacker attacks and the theft of credit card information make governments hesitant to provide public online services According to the GAO report 42 of 2002 security concerns present one of the toughest challenges to extending the reach of e government The rash of hacker attacks Web page defacing and credit card information being posted on electronic bulletin boards can make many federal agency officials as well as the general public reluctant to conduct sensitive government transactions involving personal or financial data over the Internet By and Large Security is one of the major challenges that faces the implementation and development of electronic services people want to be assured that they are safe when they are conducting online services and that their information will remain secure and confidential Stakeholders edit Axelsson et al 2009 43 argue that the stakeholder concept which was originally used in private firms can be used in public setting and in the context of e government According to them several scholars have discussed the use of the stakeholder theory in public settings 44 The stakeholder theory suggests that need to focus on all the involved stakeholder s when designing the e service not only on the government and citizens Usability edit Compared to Accessibility There is sufficient literature that addresses the issue of usability researchers have developed different models and methods to measure the usability and effectiveness of eGovernment websites However But still there is call to improve these measures and make it more compressive 45 The word usability has cropped up a few times already in this unit In the context of biometric identification usability referred to the smoothness of enrollment and other tasks associated with setting up an identification system A system that produced few false matches during enrollment of applicants was described as usable Another meaning of usability is related to the ease of use of an interface Although this meaning of the term is often used in the context of computer interfaces there is no reason to confine it to computers 46 Social cultural and ethical implications of e services editThe perceived effectiveness of e service can be influenced by public s view of the social and cultural implications of e technologies and e service Impacts on individuals rights and privacy as more and more companies and government agencies use technology to collect store and make accessible data on individuals privacy concerns have grown Some companies monitor their employees computer usage patterns in order to assess individual or workgroup performance 47 Technological advancements are also making it much easier for businesses government and other individuals to obtain a great deal of information about an individual without their knowledge There is a growing concern 48 that access to a wide range of information can be dangerous within politically corrupt government agencies Impact on Jobs and Workplaces in the early days of computers management scientists anticipated that computers would replace human decision makers However despite significant technological advances this prediction is no longer a mainstream concern At the current time one of the concerns associated with computer usage in any organization including governments is the health risk such as injuries related to working continuously on a computer keyboard Government agencies are expected to work with regulatory groups in order to avoid these problems Potential Impacts on Society despite some economic benefits of ICT to individuals there is evidence that the computer literacy and access gap between the haves and have nots may be increasing Education and information access are more than ever the keys to economic prosperity yet access by individuals in different countries is not equal this social inequity has become known as the digital divide Impact on Social Interaction advancements in ICT and e Technology solutions have enabled many government functions to become automated and information to be made available online This is a concern to those who place a high value on social interaction Information Security technological advancements allow government agencies to collect store and make data available online to individuals and organizations Citizens and businesses expect to be allowed to access data in a flexible manner at any time and from any location Meeting these expectations comes at a price to government agencies where it concerns managing information more specifically ease of access data integrity and accuracy capacity planning to ensure the timely delivery of data to remote possibly mobile sites and managing the security of corporate and public information 48 E service awards editThe benefits of e services in advancing businesses efficiency and in promoting good governance are huge recognizing the importance of these benefits has resulted in number of international awards that are dedicated to recognize the best designed e services In the section we will provide description of some international awards Best online e service in Europe edit European eGovernment Awards program started 2003 to recognize the best online public service in Europe The aim of Awards is to encourage the deployment of e services and to bring the attention to best practices in the field The winners of the 4th European eGovernment Awards were announced in the award ceremony that took place at the 5th Ministerial eGovernment Conference on 19 November 2009 Sweden the winners in their respective categories are Category 1 eGovernment supporting the Single Market EU OPA the European Order for Payment Application nbsp Austria and nbsp Germany Category 2a eGovernment empowering citizens Genvej nbsp Denmark Category 2b eGovernment empowering businesses MEPA the Public Administration eMarketplace nbsp Italy Category 3 eGovernment enabling administrative efficiency and effectiveness Licensing of Hunters via the Multibanco ATM Network nbsp Portugal Public prize SMS Information System nbsp Turkey Other awards edit Sultan Qaboos Award for excellence in eGovernance nbsp Oman Started 2009 The award has five categories Best eContent Best eService Best eProject eEconomy eReadiness eGovernment Excellence Awards nbsp Bahrain Started 2007 The program has three categories Government Awards Best eContent Best eService Best eProject eEconomy eEducation eMaturity Business Awards Best ICT solution Provider eEconomy eEducation Citizen Awards Best eContent eCitizen Philippines e Service Awards nbsp Philippines Started 2001 Categories Outstanding Client Application of the Year Outstanding Customer Application of the year Groundbreaking Technology of the Year Most Progressive Homegrown Company of the Year Major journals focusing on e services editThere are some journals particularly interested for e Service Some of these are International Journal of E services and Mobile Applications eService Journal European Journal of Information Systems MIS Quarterly Information amp Management Information Systems Journal International Journal of Electronic Government Electronic Journal of e Government International Journal of Electronic Commerce Internet Research Journal Information Technology Journal of Strategic Information Systems Journal of the Association for Information Systems Government Information Quarterly Public Administration ReviewSee also editElectronic services delivery Customer knowledgeNotes edit example www eserviceforyou com References edit a b Rowley J 2006 An analysis of the e service literature towards a research agenda Internet Research 16 3 339 359 Alasem A 2009 An Overview of e Government Metadata Standards and Initiatives based on Dublin Core Electronic Journal of e Government 7 1 1 10 Wimmer M Codagnone C and Janssen M 2008 Future of e Government Research 13 research themes identified in the eGovRTD2020 project Proceedings of the 41st Hawaii International Conference on System Sciences USA Lӧfstedt U 2005 Assessment of current research and some proposals for future direction International Journal of Public IS Jeong Chun Hai Ibrahim 2007 Fundamental of Development Administration Selangor Scholar Press ISBN 978 967 5 04508 0 Lu J 2001 Measuring cost benefits of e business applications and customer satisfaction Proceedings of the 2nd International Web Conference 29 30 November Perth Australia 139 47 Jiang J J Klein G and Crampton S M 2000 A note on SERVQUAL reliability and validity in information system service quality measurement Decision Sciences Atlanta Summer 2000 Vol 31 Iss 3 p 725 Kaynama S A and Black C I 2000 A Proposal to assess the Service Quality of Online Travel Agencies An Exploratory Study Journal of Professional Services Marketing 21 1 63 88 Zeithaml V A 2002 Service Excellence in Electronic Channels Managing Service Quality 12 3 2002 135 138 Janda S Trocchia P J and Gwinner K 2002 Consumer perceptions of Internet Retail Service Quality International Journal of Service Industry Management 13 5 412 431 Alawattegama L and Wattegama C 2008 Benchmarking Asia Pacific National Telecom Regulatory Authority Websites LIRNEasia Lu J 2001 Measuring cost benefits of e business applications and customer satisfaction Proceedings of the 2nd International Web Conference 29 30 November Perth Australia 139 47 a b Ndou V 2004 E Government for developing countries Opportunities and Challenges EJISDC 18 1 1 24 Graham S and Aurigi A 1997 Virtual Cities Social Polarisation and the Crisis in Urban Public Space Journal of Urban Technology 4 1 19 52 Allen A B Juillet L Paquet G and Roy J 2001 E Governance and Government Online in Canada Partnerships People and Prospects Government Information Quarterly 18 93 104 Mawangi W 2006 The social relations of e government diffusion in developing countries the case of Rwanda Proceedings of the 2006 international conference on Digital government research May 21 24 2006 San Diego California a b van Brakel P A 2009 Proceedings of the 11th Annual Conference on World Wide Web Applications Port Elizabeth 2 4 September Evans D amp Yen D C 2006 e Government evolving relationship of citizens and government domestic and international development Government Information Quarterly 23 2 207 235 Harper Logan June 10 2013 A Citizen s Guide to Open Government E Government and Government 2 0 Retrieved June 4 2017 USA gov Retrieved June 4 2017 Bhushan Dr Amarendra March 8 2016 CEO Insiders America s Top 25 E commerce Retailers by Sales CEOWorld Magazine Retrieved June 4 2016 Rogers Kate April 27 2015 How e commerce helps US small businesses go global CNBC Retrieved June 14 2017 eBay Statistics amp Facts Statista Retrieved June 14 2017 Nagarkar Vikram March 19 2015 Etsy IPO All You Need To Know About Etsy Amigobulls Retrieved June 14 2017 Sharwood Simon September 15 2016 China Gets the E Gov Love Bug The Register Archived from the original on 2016 09 16 Retrieved June 4 2016 Xinhua July 4 2015 Internet Plus action plan unveiled China org Retrieved June 4 2017 Vavra Shannon May 8 2017 Chinese E Commerce Boom Bigger Than US UK Combined axios com Retrieved June 4 2017 The Rise of China s New Consumer Class Goldman Sachs Retrieved June 4 2017 Mullen Jethro May 17 2016 Meet China s Tech Behemoths CNN Retrieved June 4 2017 Sheth J N Sharma A 2007 E Services A framework for growth Journal of Value Chain Management 1 1 2 Heiner and lyer 2007 E Service opportunities and Threats Journal of value chain management 1 11 Wu Philip F 2009 User Acceptance of Emergency Alert Technology A Case Study Proceedings of the 6th International ISCRAM Conference Gothenburg Sweden Huang C J 2003 Usability of E Government Web Sites for People with Disabilities In Proceedings of the 36th Hawaii International Conference on System Sciences HICSS 03 IEEE Computer Society 2003 Jaeger P T Assessing Section 508 compliance on federal e government Web sites A multi method user centered evaluation of accessibility for persons with disabilities Government Information Quarterly 23 2006 169 190 Gronlund A Hatakka M and Ask A 2007 Inclusion in the E Service Society Investigating Administrative Literacy Requirements for Using E Services 6th International Conference EGOV 2007 Regensburg Germany 4656 Bannister F 2007 The curse of the benchmark an assessment of the validity and value of e government comparisons International Review of Administrative Sciences 73 2 171 188 Helbig N Gil Garcia J Ferro E 2009 Understanding the complexity of electronic government Implications from the digital divide literature Government Information Quarterly 26 2009 89 97 Shalini R 2009 Are Mauritians ready for e Government services Government Information Quarterly 26 2009 536 539 EIU com www eiu com Retrieved 2021 11 15 GeoSINC International 2002 E Readiness Guide Available at http www apdip net documents evaluation e readiness geosinc01042002 pdf Codagnone C Undheim T A 2008 Benchmarking eGovernment tools theory and practice European Journal of ePractice Nº 4 August 2008 GAO 2002 E Government Proposal addresses Critical Challenges U S General Accounting Office Govt of the USA Axelsson K Melin f Lindgren I 2009 DEVELOPING PUBLIC E SERVICES FOR SEVERAL STAKEHOLDERS A MULTIFACETED VIEW OF THE NEEDS FOR AN E SERVICE 17th European Conference on Information Systems Scholl H J 2001 Applying stakeholder theory to e government Benefits and Limits Kluwer Academic Publishers Massachusetts Kaylor C Deshazo R amp Eck D V 2001 Gauging e government A report on implementing services among American cities Government Information Quarterly GIQ 18 4 293 307 Open Learning OpenLearn Open University Asgarkhani M 2002 Strategic Management of Information systems and Technology in an e World Proceedings of the 21st IT Conference Sri Lanka pp103 111 a b Asgarkhani M 2002b e Governance in Asia Pacific Proceedings of the International Conference on Governance in Asia Hong Kong External links editE services delivery The Best E Government Sites The World Bank InfoDev e Government toolkit Retrieved from https en wikipedia org w index php title E services amp oldid 1207494140, wikipedia, wiki, book, books, library,

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