Abstract

eGovernment initiatives aim to deliver administrative services that may be useful to citizens and companies. To be effective, services must be characterized by quality and value in use. In this paper we provide a systematic introduction to services in eGovernment, starting with basic definitions and examples of the concepts of service, service system, service process, quality and value of service. We then introduce a model for service characterization in terms of functional and non-functional properties and qualities. Finally we discuss shortly a methodology for the service life cycle, where the three different points of view of public administration, private service providers and users are considered.