E‐government: a strategic operations management framework for service delivery

Purpose – This paper aims to present a conceptual framework for selecting and developing e‐government applications as part of an overall coherent strategy of e‐government service delivery (EGSD). Design/methodology/approach – The framework proposed in this paper builds on and expands prior literature in the areas of e‐government and service delivery in organizations. Specifically, the framework extends Heskett's work in service delivery in organizations to the area of e‐government. Findings – The strategic operations management framework for EGSD developed in this paper represents a response to the need for a more strategic point of view on the electronic delivery of government services. The framework consists of seven building‐blocks – four basic elements: market segmentation, service mode development, operations‐strategy redesign, and service delivery, in addition to three integrative elements: differentiation, leverage of value and alignment of strategy and system. Research limitations/implications – The framework fills two important voids in the area of government transformation to provide electronic services. First, it provides a precise framework and steps to implement successful e‐government applications. Second, the framework provides a tool for researchers through which e‐government studies can be organized and developed. Practical implications – The framework developed in this paper is flexible enough to be adopted by governments at different levels; federal, state, or local and by developed and developing countries around the world. Further, it realizes the importance of having an integrated plan for e‐government projects. Originality/value – The framework developed in this paper guides delivering government services over the internet projects world‐wide. Also, it recognizes the ripple effect of fluctuating service levels before delving into an e‐government project.