Development and Validation of an Assessment Framework for E-Government Services

A standardized approach to assess e-Government services from a strategic perspective of the service providers is rarely found in the prior literature. The research objective of this study is to address the gap in the literature by developing an assessment framework. We identify the key criteria in the framework from themes of mature e-Governance following a meta-ethnography approach. Findings from this study suggest that key themes of a mature e-Governance are online presence, facilitating interaction, integrated ecosystem, online payments, and participatory e-Democracy. Subsequently, we developed an assessment framework using these themes. Furthermore, we validated the framework by assessing an Indian e-Government service. The framework may help practitioners in assessing e-Government services using a simple yet efficient approach, which may potentially emerge as a powerful tool for rating such services.