Abstract
Quality is a first-class citizen in eG4M. Users of services do not want to lose time in their interactions with administrations, they do not want to suffer to provide information which is already present in public administration databases and they do not want to be bothered by inefficiencies and errors in administrative processes. Figures say that the time period a company has to wait in Italy to be registered in the official public registry and start to operate is ten times the time needed in Great Britain and France. Yet, time is money, and such inefficiencies deeply influence business development. The same for citizens, who greatly appreciate fast, efficient, proactive and transparent administrations. All the previous aspects are captured by the concept of quality. In eG4M the quality assessment phase aims to identify and measure the most relevant qualities of the different eG4M layers defined in Figure 5.1. Among them, the most important ones are service qualities. Considering only service qualities in the planning activity hides issues that may deeply influence the nature of new projects, since services are produced by processes, that are performed in administrations, whose functions are defined by laws.
This chapter is authored by Carlo Batini and Gianluigi Viscusi.
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Viscusi, G., Batini, C., Mecella, M. (2010). Quality Assessment. In: Information Systems for eGovernment. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-13571-2_7
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DOI: https://doi.org/10.1007/978-3-642-13571-2_7
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