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

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.