A Framework for E-Service Implementation in the Developing Countries

H. S. Hassan, E. Shehab and J. Peppard
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H. S. Hassan: Cranfield University, UK
E. Shehab: Cranfield University, UK
J. Peppard: Cranfield University, UK

International Journal of Customer Relationship Marketing and Management (IJCRMM), 2011, vol. 2, issue 1, 55-68

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.

Date: 2011
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