Technical and Functional Quality in the Development of T-Government Services

Abstract

This chapter examines the reasons why individuals would choose electronic self-service delivery methods over more traditional methods of service delivery for government services. The chapter tests the concepts of technical quality (what is delivered) and functional quality (how the service is being delivered) in the development of t-government services. The study investigates, from the business-side and consumer-side, the factors related to decision making when people consider and evaluate the usage of an online TV government delivery mechanism. The approach taken was based on a combination of attitudinal technology adoption models and the service quality concept, with data gathered via two quantitative surveys. Accessibility, usability, and functionality of the systems are the most critical variables that service providers need to consider. The chapter identi?es some guiding lines in the design of the new services broadcast by digital television and the most important indicators to be used in order to guarantee an adequate interface to the citizens. The results are signi?cant to the public service manager who needs to consider both barriers and bene?ts of adoption if they are to develop plans to increase the take-up of their electronic services.