Affiliation:
1. Saudi E-Government Program, Saudi Arabia
2. King Saud University, Saudi Arabia
Abstract
E-services are becoming increasingly important for government and for business services. They provide benefits to all parties concerned, including service providers, users, and the society at large. This chapter presents a framework of key issues that any e-service should enjoy. The framework is based on three main domains: the e-service strategy, its architecture, and its performance. Each of these domains is structured in three groups of issues, which are associated with three main dimensions: management, targeted features, and the people concerned. Per this structure, the framework considers “45” key e-services issues, and these issues are derived from the available literature and previous experience. Awareness of the importance of these issues among staff working in the field is investigated by means of a survey designed for this purpose. The outcome shows that there is a clear lack of awareness with regards to various key issues, and this problem would demote e-services. In response, recommendations are derived for solving the problem and toward enhanced future development.
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