Quality Assessment of Digital Services in E-Government with a Case Study in an Italian Region

Quality Assessment of Digital Services in E-Government with a Case Study in an Italian Region

Flavio Corradini (University of Camerino, Italy)
Copyright: © 2009 |Pages: 20
DOI: 10.4018/978-1-60566-064-6.ch003
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The quality assessment of e-government services is more and more emerging as a key issue within public administrations. Ensuring a proper quality of digital services is mandatory to satisfy citizens and firms’ needs and to accept the use of ICT in our lives. We propose a methodology for quality assessment that takes e-government quality features into account. We also define a reference model to provide a single quality value starting from a set of service parameters. To validate our approach we assess the goodness of the ‘TecUt’ shared services management system.
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Information and communication technologies (ICTs) are widely used within public administrations. In this context, e-government refers to the “use of ICT in public administrations combined with organizational changes and new skills in order to improve public services and democratic processes and strengthen support to public policies” (Commission of the European Communities, 2003, p. 7). These technologies allow governments to improve both the delivery of government services to citizens and the interactions with the business and the industry world. Digital government services represent one of the most critical areas of the whole service domain and several definitions are available in the literature (see, for instance, Elmagarmid & McIver, 2001; Tiwana & Ramesh, 2001) and references therein). In a broad sense, they can be thought as the provision of service, including pure services or tangible physical products, over electronic networks such as the Internet (Rust & Lemon, 2001). In particular, digital government services encapsulate public administration functionalities and informative resources making them available through the use of digital interfaces.

The growing diffusion of e-government requires services with high standard level of quality. Nowadays, quality of services is a hot topic of research. There is a very extensive research activity towards quality assessment in different application domains such as software development, multimedia applications, networking, mobile computing, real time and embedded applications, and so forth. According to the International Organization for Standardization, the term “quality” is intended as all the features of an entity (resource, service, and tool) that influence its capability to satisfy declared or implied needs (ISO, 1994).

Unfortunately, quality of services receives little attention by the e-government research community (see Papadomichelaki, Magoutas, Halaris, Apostolou, & Mentzas, 2006) and references therein for a review on quality dimensions in e-government services). Within the application domain of our interest—e-government—we could rephrase the above definition of quality as “all the features of digital services in public administrations that influence their capability to satisfy declared or implied citizens and firms’ needs.”

Certainly, quality in e-government plays a significant role. A proper quality of digital services is mandatory to satisfy citizens and enterprises’ needs, to accept the use of information and communication technology in our lives as well as improve “government management.”

In this chapter, we propose a framework to analyze the quality of digital services in e-government. Our methodology takes e-government quality features into account and is composed by three different phases: (i) quality definition, (ii) quality measurement, and (iii) quality interaction. We define (within the first phase) a comprehensive quality model. It is based on a taxonomy of four parameters subcategories related to services and their implementation (e-government, presentation, behavioral, and infrastructural). Our main efforts were to identify those parameters and their relationships that are necessary to assess the quality of e-government services. For each parameter, we pursue a proper analysis to determine the more appropriate metrics and measurement procedures. At the same time, we define a mathematical model that aggregates the detected parameters values into a single one. The model plays a fundamental role allowing a high abstraction level of the problems description and a formal background of the applicative solutions so to avoid possible structural mistakes and inaccurate descriptions.

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List of Reviewers
Table of Contents
Virpi Kristiina Tuunainen
Ada Scupola
Chapter 1
Anders Henten
This chapter examines the provision and codevelopment of electronic services, content, and applications at the conceptual level. There is focus on... Sample PDF
Services, E-Services, and Nonservices
Chapter 2
Ioannis P. Chochliouros
The European Authorities have promoted a specific and innovative framework for the use of electronic signatures, allowing the free flow of... Sample PDF
Developing Measures and Standards for the European Electronic Signatures Market
Chapter 3
Flavio Corradini
The quality assessment of e-government services is more and more emerging as a key issue within public administrations. Ensuring a proper quality of... Sample PDF
Quality Assessment of Digital Services in E-Government with a Case Study in an Italian Region
Chapter 4
Calin Gurau
The evolution of information technology applications has changed the landscape of the service industry, offering the possibility of customer... Sample PDF
Self-Service Systems: Quality Dimensions and Users' Profiles
Chapter 5
Carlos Flavián Blanco
The new online communication has had a considerable impact on the activities of the newspaper industry. As a result, analysis of the duality of... Sample PDF
Online Journalistic Services: Are Digital Newspapers Complementary to Traditional Press?
Chapter 6
Mirjana Pejic-Bach, Miran Pejic-Bach
This chapter explores the possibilities for small and medium-sized enterprises (SMEs) to find their way to success in e-business. The basic... Sample PDF
Profightstore.com: Developing an Online Store for the Niche Market
Chapter 7
Benita M. Gullkvist
This chapter analyses and provides an example of the introduction and first years of the management of accounting services and e-services in a... Sample PDF
Emerging E-Services in Accounting: A Longitudinal Case Study
Chapter 8
Aki Ahonen, Jarno Salonen, Raija Järvinen, Jouni Kivistö-Rahnasto
The chapter introduces an innovative organizational logic for developing and designing electronic services especially in the context of financial... Sample PDF
eInsurance: Developing Customer-Friendly Electronic Insurance Services from the Novel Project Perspective
Chapter 9
Zhongxian Wang, James Yao, Ruiliang Yan, Jeffrey Hsu
eBay provides online marketplaces for the sale of goods and services, online payments, and online communication offerings. Their three primary... Sample PDF
eBay: An E-Titan Success Story
Chapter 10
Hanne Westh Nicolajsen
In this chapter we analyse organizational challenges when an engineering consultancy in the building industry integrates information and... Sample PDF
Limitations and Perspectives on Use of E-Services in Engineering Consulting
Chapter 11
Esko Penttinen, Timo Saarinen, Pekka Sinervo
Today, many manufacturing companies are focusing on their service operations, which are often seen as a better source of revenue than the... Sample PDF
The Role of E-Services in the Transition from the Product Focus to the Service Focus in the Printing Business: Case Lexmark
Chapter 12
Alexander Yap
This chapter focuses on the theme of e-service innovation in financial electronic markets. The discussion will cover the theories of “technology... Sample PDF
Evolution of Online Financial Trading Systems: E-Service Innovations in the Brokerage Sector
Chapter 13
Simon Heilesen
Examining electronic services both as products and as organization, this chapter discusses the development and management of e-services at Roskilde... Sample PDF
The Case of Roskilde University E-Services
Chapter 14
Ada Scupola
This chapter reports the findings of a case study of e-services adoption at research libraries. The case under consideration is Roskilde University... Sample PDF
E-Services in Danish Research Libraries: Issues and Challenges at Roskilde University Library
Chapter 15
Tommaso Federici
This chapter deals with the introduction of electronic procurement in the public healthcare domain. After a brief discussion on the healthcare... Sample PDF
Introducing E-Procurement in a Local Healthcare Agency
Chapter 16
Shashi Bhushan Gogia
The role of information technology (IT) in managing disasters is increasingly being recognized. The Healing Touch project was started after the... Sample PDF
Providing Telemental Health Services after Disasters: A Case Based on the Post-Tsunami Experience
Chapter 17
Robert F. Rubeck, Glenn A. Miller
The need of rural and reservation residents to receive better government services has been long-standing. In spite of the best efforts of the Social... Sample PDF
vGOV: Remote Video Access to Government Services
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