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Public service is one of the areas which has been evolved significantly by developments in Information and Communication Technology (ICT) field. E-government is defined as “the use of (ICT) in general and the utilisation of Internet in particular as a tool to achieve better government (OECD, 2003). Better government means delivering public services and processing internal works in the government in a much more convenient, customer-oriented, and cost-effective way (Song, 2004)”. Simply, e-government aims at accomplishing a government’s daily administrative activities and providing an easier way for the government to communicate with external entities such as citizens and businesses with the use of (ICT) (Ramlah et al, 2010).
Titah and Barki, (2006) noted that e-government is a multi-faceted concept that can involve four types of stakeholders (government, citizens, businesses, and employees). In general, Fang (2002) classified e-government into eight categories as follows: (1) Government-to-Citizen (G2C), (2) Citizen-to-Government (C2G), (3) Government-to-Business (G2B), (4) Business-to-Government (B2G), (5) Government-to-Employee (G2E),(6) Government-to-Government (G2G), (7) Government-to-Nonprofit (G2N), (8) Nonprofit-to-Government (N2G). The government aims to save time and financial sources for the businesses, citizens and public organisations and to increase transparency, reliability, accountability and participation by providing services in electronic environment (Sebetci, 2015). This research focuses mainly on the G2C services function and Internet websites were chosen as the main channel used to deliver e-government services to citizens. One of the key problems for the successful implementation of e-Government services is a lack of awareness of the potential factors that help citizens to adopt and use e-Governments services and the ability of the government to implement e-Government to match the needs of the citizen and web visitor (Gant, 2008; Prattipati, 2003).
The rapid growth in the use of the internet in Tunisia country (7,898,534 Internet users in 30 June 2019 based on data from Internet Word Stats) has increased pressure on the government to administer to citizens needs via this new medium. The development of e-government in Tunisia was initiated in 2002. The E-Government unit was established as a unit in presidency of the government in order to coordinate and monitor implementation of decisions, recommendations and projects under the e-government program, employ different projects correlated to e-government, to make available technical recommendations and guidelines for the implementation of such projects, and to set standards for software and infrastructure in the field. After a set of explorations in IT, some central ministries started to introduce their own networks. For example, the national government portal (http://www.tunisie.gov.tn/) provides a most used services’ on the home page that provides quick access for citizens to information on service regarding the ministry of social business transport education, ministry of transportation, ministry of finance, ministry of social affairs, ministry of education. Many government services are used 100% on line such as: university orientation, university registration, tax declaration, public job candidacy and e-payment.