Government eService Rating Metrics

Abstract

United Nations has developed a four stage maturity model for measuring online service development consisting of Stage I: emerging information services, Stage II: enhanced information service, Stage III: transactional services and Stage IV: connected services. This paper has extended this framework further in order to obtain the maturity level score for individual eServices being provided by eGovernment. The paper attempts to score each service delivery stage usually required in order to deliver the eService successfully like beneficiary selection, spreading awareness about the eService, accessibility, ease of use, beneficiary enrolment, authentication, payment modes, enquiry, workflow tracking, delivery of benefit and user feedback. This enables us to calculate a maturity score for each service delivery aspect and thus formulate overall maturity score for the eService. The paper also tries to demonstrate the application of the proposed service delivery rating Metrics in order to determine the maturity score of an eService. The purpose of the Service Delivery Rating Metrics is to provide a tool to the Government enterprise, to rate the quality of eServices provided by its member organization to the users.