The purpose of this paper is to present a multi‐faceted summary and classification of the existing literature in the field of quality of service for e‐government and…
The purpose of this paper is to present a multi‐faceted summary and classification of the existing literature in the field of quality of service for e‐government and outline the main components of a quality model for e‐government services.
Starting with fundamental quality principles the paper examines and analyzes 36 different quality approaches concerning public sector services, e‐services in general and more specifically e‐government services. Based on the dimensions measured by each approach the paper classifies the approaches and concludes on the basic factors needed for the development of a complete quality model of e‐government services.
Based on the classification of literature approaches, the paper provides information about the main components of a quality model that may be used for the continuous monitoring and measuring of public e‐services' quality. The classification forms the basis for answering questions that must be addressed by the quality model, such as: What to assess?; Who will perform the assessment? and How the assessment will be done?
This model can be used by the management of public organizations in order to measure and monitor the quality of e‐services delivered to citizens.
The results of the work presented in this paper form the basis for the development of a quality model for e‐government services.
The purpose of this paper is to collect and articulate experiences acquired in implementation of e‐Government in Autonomous Province of Vojvodina (Serbia) aimed at…
The purpose of this paper is to collect and articulate experiences acquired in implementation of e‐Government in Autonomous Province of Vojvodina (Serbia) aimed at speeding up diminution of the gap in the level of local e‐Government development when compared to the developed countries, while taking into consideration the main constraints that are attributable to underdeveloped countries.
Contemporary methodologies were used for the project design and implementation of the communication and information infrastructure, accompanied with international and domestic good practices related to the development of e‐Government.
Based on the strategic recommendations related to ICT policy and standards, and annual operating plans, in the first five‐year period (2005‐2010) the level of the ICT deployment in the operation of AP Vojvodina Assembly and Government was achieved that is close to the level of e‐Government in the developed countries in early 2006. The computer communication network was developed in the buildings of AP Vojvodina Assembly and Government and electronic communication was fully embraced within that network (2007). All activities pertaining to sessions of the Government of AP Vojvodina are conducted electronically, without paper documents (2007), and the electronic voting system was implemented in sessions of the AP Vojvodina Assembly (2009). Several public electronic services were implemented: Library (2006), Portal APV (2007), Records and Archives Office (2010), Legal Regulations and Judicial Practice (2009), Distance Learning (2009) and Access to Records from Sessions of AP Vojvodina Government (2010). Another important result is development of the system aimed at improving IT literacy for all employees in provincial administrative bodies. The results indicate that the creative leadership, careful planning and strict management of implementation plans which are based on precise goals could facilitate a speedy development of e‐Government even under severe constraints in financial and technical resources.
Recommendations were made for the development of e‐Government at the local level, to ensure interoperability with subordinate and superior e‐Governments. Recommendations contain models of computer communication networks, software architectures, programme platforms and the strategy for implementation of e‐Government.