Developing user oriented public service online delivery system : a conceptual analysis from user demand perspective

Abstract

Previous studies show that the fast development of eGovernment not at the same pace of usage by users. User acceptance and usage in most country is still limited. User response may be analysed from three different aspects such as level of user satisfaction towards eGovernment usage, how the system is developed to fulfill user requirements and how far the system identified based on user needs. In what follows evaluation of user satisfaction, user-based system development approach and system identification based on user needs are important to improve user oriented public service online delivery system. The paper first discusses the concept of user oriented online delivery system and argues its importance towards improving the relationships between government delivery agency to public users and business community. It is followed by a critical analysis of the present status of progress in the implementation of eGovernment applications from user oriented perspective. Finally the paper suggests possible actions to achieve user oriented online public service delivery system and further research.