A Framework of Key E-Services Issues: Strategy, Architecture and Performance

E-services are becoming of increasing importance for government and for business services. They provide benefits to all parties concerned, including: service providers, users, and the society at large. This paper presents a framework of key issues that an 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: 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 from previous experience. A survey using the framework is conducted to assess the level of awareness of IT staff, working in the field, in the importance of these key issues, as this awareness reflects their practices in e-services. The outcome shows that further awareness is needed, in various key issues, to improve future e-service practices.