PurposeAims to review the key concepts of competency management (CM) and to propose method for developing competency method.Design/methodology/approachExamines the CM features of 22 CM systems and 18 learning management systems.FindingsFinds that the areas of open standard (XML, web services, RDF), semantic technologies (ontologies and the semantic web) and portals with self‐service technologies are going to play a significant part in the evolution of CM systems.Originality/valueEmphasizes the beneficial attributes of CM for private and public organizations.

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Purpose-The purpose of this paper is to present a multi-faceted summary and classification of the existing literature in the field of quality of service for e-government and outline the main components of a quality model for e-government services. Design/methodology/approach-Starting with fundamental quality principles the paper examines and analyzes 36 different quality approaches concerning public sector services, e-services in general and more specifically e-government services. Based on the dimensions measured by each approach the paper classifies the approaches and concludes on the basic factors needed for the development of a complete quality model of e-government services. Findings-Based on the classification of literature approaches, the paper provides information about the main components of a quality model that may be used for the continuous monitoring and measuring of public e-services' quality. The classification forms the basis for answering questions that must be addressed by the quality model, such as: What to assess?; Who will perform the assessment? and How the assessment will be done? Practical implications-This model can be used by the management of public organizations in order to measure and monitor the quality of e-services delivered to citizens. Originality/value-The results of the work presented in this paper form the basis for the development of a quality model for e-government services.