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A critical element in the evolution of governmental services through the internet is the development of sites that better serve the citizens' needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online. Citizen assessment is built on defining quality, identifying underlying dimensions, and conceptualizing measurements of these e-government services. In this article an e-gov service quality model (e-GovQual) is conceptualized and then a multiple-item scale for measuring e-gov service quality of governmental sites where citizens seek either information or service, is developed, refined, validated confirmed and tested. © 2011 Elsevier Inc.

In this paper we present and evaluate an adaptive, semantic-based framework for monitoring citizen satisfaction from e-government services. The framework has been realized in a system (SALT) which captures the citizen behavior and applies three axes of adaptation: based on previously gathered data from the citizen through questionnaires, based on problems encountered by the citizen and based on metadata of the pages visited by the citizen. The comparative evaluation to a similar but static approach, gives evidence to our hypothesis that the proposed framework brings added value to both citizens and public administrations. (C) 2009 Elsevier Ltd. All rights reserved.

A critical element in the evolution of e-governmental services is the development of sites that better serve the citizens' needs. To deliver superior service quality, we must first understand how citizens perceive and evaluate online citizen service. This involves defining what e-government service quality is, identifying its underlying dimensions, and determining how it can be conceptualized and measured. In this article we conceptualise an e-government service quality model (e-GovQual) and then we develop, refine, validate, confirm and test a multiple-item scale for measuring e-government service quality for public administration sites where citizens seek either information or services. © 2009 Springer Berlin Heidelberg.

In this paper we describe a knowledge-based approach that enables the subjective evaluation of portal and e-service quality by users in an adaptive manner. The model for adaptive quality measurement (MAQM) comprises different ontologies including concepts regarding quality aspects, questions and questionnaires, portal characteristics and problems encountered by users while using the portal. A prototype adaptive questionnaire system (SALT) which uses the MAQM model is also described. The system applies three axes of adaptation: based on real-time feedback from users through questionnaires, based on problems encountered by the user and based on metadata of the pages visited by the user. The results of evaluating SALT, compared to a static questionnaire, in an Austrian e-Government portal, are indicative of the value added of our approach. © 2009 IEEE.

This paper presents the refinement and validation of a model for Quality of e-Government Services (QeGS). We built upon our previous work where a conceptualized model was identified and put focus on the confirmatory phase of the model development process, in order to come up with a valid and reliable QeGS model. The validated model, which was benchmarked with very positive results with similar models found in the literature, can be used for measuring the QeGS in a reliable and valid manner. This will form the basis for a continuous quality improvement process, unleashing the full potential of e-government services for both citizens and public administrations. © 2009 Springer Berlin Heidelberg.

Purpose - The paper aims to propose a web-based ""intermediation hybrid architecture"" for a workflow management system that integrates services by exploiting and combining the advantages of strict centralized topologies that use workflow engines, with totally distributed systems which use agent technologies. Design/methodology/approach - The proposed operational and technical architectures define the combination of a workflow engine and a software agent platform for the appropriate management of inter-organizational workflow processes. The proposed system is called ""hybrid intermediation portal."" Findings - The hybrid system was used in e-government cases for the management of cross-border workflows that span across multiple European chambers of commerce and industry. That demonstrated the usefulness of the specific approach in the inter-organizational workflow management domain. Research limitations/implications - The approach presented in this paper was implemented and validated in real e-government cases that proved the advantages of the potential commercial use of the system. Several limitations were located due to the lack of a wide use of web services within governmental organizations. Practical implications - Concerning security issues, it would be necessary to integrate appropriate security mechanisms without constraining the technical and functional characteristics of the software agents involved. Originality/value - The contribution of the paper concerns the evolvement of the agent-enhanced workflow management systems in order to tackle the intelligence issues and the credibility problems concerning the overall control of dispersed inter-organizational processes. © Emerald Group Publishing Limited.

Businesses face significant obstacles during their interaction with public administrations and governments, having to cope with bureaucracy and ambiguous procedures, a fact that makes e-government a necessity today. Inherent complexity of the e-government application domain is also reflected in the workflows of e-government service provision. This paper reports on how some real examples of e-government service workflows were modelled in

Participatory governance entails converting citizens from passive users of administrative decisions into active participants of political procedures. Public institutions and organizations can benefit from methods and tools able to aggregate and interpret information dispersed among citizens. In this paper we explore the use of Information Aggregation Markets (IAMs) for citizen engagement. We identify the benefits of IAMs and explain how markets can be used to aggregate citizens' opinions and views on policy issues. Furthermore we report on two real life cases where we deployed IAMs to assist the decision making processes of public organizations. The positive feedback from participants and decision makers provides empirical evidence on the benefits of IAMs as a method for engaging citizens in public policy decision making. © 2011 IFIP International Federation for Information Processing.

In this paper, we introduce SAKE, a STREP Project sponsored by the European Union starting March in 2006. The overall objective of SAKE is to specify, develop and deploy a holistic framework and supporting tools for an agile knowledge-based e-government that will be sufficiently flexible to adapt to changing and diverse environments and needs. We give a brief overview on the SAKE approach including the technical architecture and indicate where and how we plan to utilize Semantic Web technologies. Copyright © 2006, American Association for Artificial Intelligence (www.aaai.org). All rights reserved.

Businesses face significant obstacles in interacting with public administrations across Europe. On the other hand there is recently a clear trend of governments to deliver electronic services ("e-government") through integrated, customer -oriented mechanisms ("one-stop government"). However, related efforts - both within and outside the European Union - are nationally focused and do not address the needs of businesses entering into

This paper dealt with the topic of E-government and E-participation aiming to provide the technologies and tools for more efficient public administration systems and more participatory decision processes. Public administrations are considered the heaviest service industry worldwide. During the last decades, governments all over the world have undertaken huge investments in information and communication technologies (ICT), but they are still

Purpose - 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. Design/methodology/approach - 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. Findings - 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? Practical implications - 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. Originality/value - The results of the work presented in this paper form the basis for the development of a quality model for e-government services. © Emerald Group Publishing Limited.