E-government and E-services in Local Government: a Case Study

Abstract

E-government requires the intensive use of ICTs (information and communication technologies) in public institutions to deliver services to citizens efficiently and effectively. E-government allows the transformation of the citizen service delivery system, and its implementation is conditioned by a set of critical factors. The city halls are directly connected with citizens and deliver e-services, but the importance of this level of government is sometimes underestimated. This study aims to explore the influence of critical factors on the e-services implementation in city halls. The authors used a model to assess the e-government development index of 10 city halls and to know the provision of e-services of city halls. The results reveal that the city halls in the study currently offer e-services at the levels of presence and urban information. It important that the efforts of city halls must be oriented to the levels of interaction, transaction and e-democracy.