Exploring public e-service sustainability: In the case of Malaysia

Abstract

E-service enables citizens to interact and receive services from most government agencies which are convenient, dependable, and less costly. Due to high investment allocated by the government all around the world to implement the e-service initiatives, it is important to ensure that the public e-service is sustained and continues to evolve. This study aims to identify the elements and dimensions of the e-service sustainability and how it can influence its sustainability. A case study was conducted at the one of the government agency in Malaysia to explore the public e-service sustainability criteria as it is perceived as a role model of a successful e-service provider. Qualitative data collected through interviews, observations and document analysis were analyzed verbatim using thematic analysis. Two regulators, three implementers, two e-service providers, nine users and one representative from a non-profit organization were interviewed to get a better understanding of the public e-service sustainability. Three dimensions with seventeen elements emerged from the case study and were visualized through the public e-service model.