This paper analyses the results of several years of benchmarking of public online services in Norway. We compare these data, which are showing significant differences in measured quality between small and larger municipalities, with results from a comprehensive survey measuring citizens’ satisfaction with public services. Finding that these observed differences are not supported by the user sur...

Legal immigration is a complex, multi dimensional issue and the European Commission (E.C.) project ImmigrationPolicy2.0 (IMP2.0) [1] considered it as such by studying its legal, societal and policy implications before proposing and implementing holistic e-migration services contributing towards participatory governance and the harmonization of existing policies and practices. This paper outline...

E-Services are typically delivered point-to-point. However, the eservice environment creates the opportunity for providing value-added, integrated services, which are delivered by composing existing e-services. In order to enable organizations to pursue this business opportunity we have developed eFlow, a system that supports the specification, enactment, and management of composite e-services,...

In what case do you like reading so much? What about the type of the web mining applications in e commerce and e services book? The needs to read? Well, everybody has their own reason why should read some books. Mostly, it will relate to their necessity to get knowledge from the book and want to read just to get entertainment. Novels, story book, and other entertaining books become so popular t...

This research aims to investigate the process and factors for developing customer loyalty through eservice quality experience. Based on previous studies on e-loyalty and loyalty, we developed an integrated model of e-loyalty antecedent factors by testing the eTailQ scale including website quality, security/privacy, value perception, reliability and customer support which are mediated through tr...

In this article, the authors provide an analysis of the challenges facing researchers as they respond to the ideas that guide family-centered services and incorporate these themes into research focused on improving services for children with emotional, behavioral, or mental disorders and their families. The concept of "family-centered services" has emerged only recently as a generally well unde...

Currently, citizen-users show a noticeable preference for in-person communication, over Internet-based delivery channels. As a result, governmental agencies still face high numbers of contacts via more traditional service channels such as phone and desk. This chapter deals with the issue of interactional performance in public e-service delivery. It offers a conceptual framework built on the lit...

E-speak was the technology base for HP’s E-services initiative, which was announced in 1999. It was designed to be a scalable distributed system, and it met all of its design goals. Although it’s no longer around as a supported product, the lessons we learned, both positive and painful, may be helpful to others.

New technology means new ways of both developing, providing and consuming services. In the strive for government organizations to build and maintain relationships with its citizens, e-presence is highly important. Eservices are one way to go, and it has been argued that user participation is an important part of developing said services. In this paper we analyze a selection of user participatio...

Electronic government has been established as an effective mechanism for increasing government productivity and efficiency and a key enabler of citizen-centric services. Like the rest of the world, in Gulf countries, public sector transformation efforts are focused towards increasing accessibility, availability, competitive advantage, and enhancing services in civil administration. The e-govern...