Public Administrations provisioning of services to citizens through information and communication technologies (ICT) is rapidly increasing in the European Countries. Nevertheless the increasing rate, with reference to access and usage of e-services, does not follow a corresponding trend. Nowadays Public Administrations deliver many electronic services, nevertheless they are seldom used by citizens. Many reasons can be provided to justify such a situation. In this paper we suggest that specific characteristics of the e-service delivery process strongly affect real access to e-services by citizens. In particular we provide a four dimensional quality framework for business process e-service delivery evaluation. Correspondingly we define process design guidelines that could help to design and deliver e-services fostering real usage by citizens. A first experiment in applying the framework to the evaluation of current situation in Italian local Public Administrations is reported.
C2ST: A QUALITY FRAMEWORK TO EVALUATE E-GOVERNMENT SERVICE DELIVERY
CORRADINI, Flavio;POLINI, Andrea;POLZONETTI, Alberto;RE, Barbara
2009-01-01
Abstract
Public Administrations provisioning of services to citizens through information and communication technologies (ICT) is rapidly increasing in the European Countries. Nevertheless the increasing rate, with reference to access and usage of e-services, does not follow a corresponding trend. Nowadays Public Administrations deliver many electronic services, nevertheless they are seldom used by citizens. Many reasons can be provided to justify such a situation. In this paper we suggest that specific characteristics of the e-service delivery process strongly affect real access to e-services by citizens. In particular we provide a four dimensional quality framework for business process e-service delivery evaluation. Correspondingly we define process design guidelines that could help to design and deliver e-services fostering real usage by citizens. A first experiment in applying the framework to the evaluation of current situation in Italian local Public Administrations is reported.I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.
