A Framework for E-Service Implementation in the Developing Countries

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Author(s): H. S. Hassan (Cranfield University, UK), E. Shehab (Cranfield University, UK)and J. Peppard (Cranfield University, UK)
Copyright: 2013
Pages: 14
Source title: Managing Customer Trust, Satisfaction, and Loyalty through Information Communication Technologies
Source Author(s)/Editor(s): Riyad Eid (United Arab Emirates University, UAE)
DOI: 10.4018/978-1-4666-3631-6.ch004

Keywords: Business & Management / Business Information Systems / Business Science Reference / Consumer Management

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Abstract

This paper proposes a conceptual framework for explaining the main barriers and drivers of public e-service development and the relationships among them, especially in developing countries. This framework increases the chance of success of e-service projects in the governments of developing countries and provides a basic context within which the process and practice of e-service can be implemented successfully. This paper accomplishes this task by flowing from the traditional rigid context, which occurs in many developing countries, to full public e-service environment, emphasizing citizen-centric focus and digitalisation. The proposed framework builds on prior literature in the area of e-service development in public organisations and from the efforts undertaken in developing countries, considering e-government lessons learned in developing countries. The framework is flexible enough to be adopted by governments at different levels in developing countries around the world.

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