e-government: integrated services framework

Authors:
Hafedh Chourabi;Sehl Mellouli
Affiliations:
Laval University, quebec(QC), Canada;Laval University, quebec(QC), Canada
Venue:
Proceedings of the 12th Annual International Digital Government Research Conference: Digital Government Innovation in Challenging Times
Year:
2011

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Abstract

Governments worldwide are transforming their organization and function in order to move to e-government thanks to the implementation of information and communications technologies (ICT). E-Government is going through four evolution phases which are the information phase, the interaction phase, the transaction phase and the integration phase. Nowadays, many governments have reached this integration phase but it represents a big challenge for them. Indeed, many integration projects failed. This situation is due to the misunderstanding of this phase. In fact, the integration phase is considered complex due to the multiplicity of stakeholders that participate in an integrated service delivery. This paper presents an integrated service framework that identifies all the stakeholders, their roles and their relationships. It represents a strategic element to government that helps to have a blueprint picture of the integrated service delivery organization.