Assessment of E-Service Practice and Quality from Users’ Perspectives in the Case of E-Service Platform, the Eservice.gov.et of Ethiopia
No Thumbnail Available
Date
2022-02-05
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Addis Ababa University
Abstract
This research was conducted with a key objective of assessing and analyzing the e-service quality and practices and evaluating the change e-service has brought about on public service delivery from the evidence of selected federal organizations on e-service delivered @eservices.gov.et. To that end, the study employed a mixed research approach with sequential exploratory and concurrent triangulation research design. It began with collecting qualitative data gathered through four different observations accompanied by unstructured interviews with two key informants to explore the eservice practices followed by unrepresentative survey data collected from fifty users on their perception of the e-service quality based on the adopted D&M IS success model as well as validated on-site. Qualitative findings have revealed that apart from problems related to language and code acquisition the system is showing relative success for the selected organizations. This in another way has been manifested in the quantitative findings which have revealed that all the six variables were quite successful and validated the qualitative finding with relatively lesser results scored on components of information quality (86% completeness, 76% up to date and 92% comprehensibility) and system quality (usability 68%, adaptability 72%, availability scored 80% positive). While time factor, security concerns and convenience generally influence e-service usage, yet in the case of this research security concern was not a point of concern for the users. Adaptability, language barriers and non-automation of back-office processes were identified to be the major problems with the e-service system. Furthermore, the e-service practice showed that the system is only translating the paper process to electronic public service delivery and hence no automation per se of the back office process falling short of transformation. This implies that the eservice system did not achieve the vision of transforming public service delivery as envisaged in the e-government strategic plan 2020 in its current state. Based on this the research recommends among other things; the need for additional language on the portal, careful strategy to phase-out paper version, a body with clear mandate, responsibility, and diligence to coordinate and facilitate integration and interoperability of the e-services and more investment on key ICT infrastructures. Finally, future areas of study considering the context and realities of Ethiopia have been suggested.
Description
Keywords
e-service, service-seekers, service-providers, Information system, quality models, e-services portal