Quality of service in e-Government underlines the role of information usability

Digital services can be thought as Internet based applications that fulfill users' needs. In the e-government domain, services encapsulate functionalities and informative resources and their quality represents a base element during the delivery process. In such a context, usability is one the main quality parameters. In particular, it refers to the easiness of benefiting from the service and the information it provides. It is also the starting point for the definition of quality in e-government focusing on users. We propose a quality model suitable for the quality assessment of digital services. Our assessment takes into account e-government quality features and relies on the following activities: (i) homogenization, (ii) interaction and (iii) grouping. In order to examine the effectiveness of our model, we report the results of a set of simulations that we carried out to study step-by-step the quality of digital e-government services.