Classification and synthesis of quality approaches in e‐government services

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.