Methodology and Criteria for Evaluating E-Services: The Case of Azerbaijan

Abstract

<jats:p>The enhancement of evaluation methods and development of effective public administration mechanisms are crucial for providing effective e-government services. This article explores the international practice in the field of e-service evaluation. The organization and provision of e-services in government entities, as well as the evaluation regarding the organization and functioning of information systems are implemented by the “ASAN service” system in the Azerbaijan case. The evaluation of organization and functioning of e-services is conducted by considering three determined criteria: the level of digitalization and relevance, the level of information openness and accessibility, and the level of convenience of use. Evaluation of e-services allows for improving the level of services and the development of feedback mechanisms. Currently, much attention is focused on the development of citizen-centered services.</jats:p>

Citizen-centricity in digital government research: A literature review and integrative framework

“…Predictions and evaluations of use of digital government services. Alalwan, 2013;Alarabiat et al, 2021;Alguliyev et al, 2018;Alomari et al, 2012;Alshibly and Chiong, 2015;Anwer et al, 2016;Aranyossy, 2022;Bhattacharya et al, 2012;Carter and Bélanger, 2005;Chen and Zhang, 2012;Chen, 2010;Dash and Jain, 2022;Gupta and Suri, 2017;Hujran et al, 2020;Lal and Haleem, 2009;Linders et al, 2018;Naswir et al, 2019;Osman et al, 2014;Pawlowski and Scholta, 2023;Rana et al, 2013;Saleh and Alyaseen, 2021;Sanati and Lu, 2010;Scutella et al, 2022;Sepasgozar et al, 2019;Sigwejo and Pather, 2016;Singh and Singh, 2018;Sorn-in et al, 2014;Tan et al, 2013;Tassabehji et al, 2019 counterfactuals, i.e., contrasting types with 'opposite' features to the ideals. This analysis allows us to theorize (Weick, 1995) through the generation of ideal types and thereby capturing different dimensions of citizen-centricity as described in digital government research.…”

“…Thus, several types of service evaluation frameworks have been presented in papers assigned to this theme (Anwer et al, 2016;Gupta & Sury, 2017;Bhattacharya et al, 2012;Lal & Haleem, 2009;Singh & Singh, 2018;Sigwejo & Pather, 2016;Sorn-in et al, 2014). As in Theme 1, authors contributing to Theme 2 have presented findings from several national contexts, such as China (Chen & Zhang, 2021), Azerbaijan (Alguliyev, 2018), Hungary (Aranyossy, 2022), Ethiopia, Nigeria and South Africa (Tassabehji et al, 2019). The major difference is that scholars contributing to Theme 1 focus more on barriers, while contributors to Theme 2 focus on service adoption issues.…”

E-Government: Implementation of Asan Service Model for Public Service Reform in Nigeria and Sudan

“…Its purpose is to act as a reference and a standard for establishing the security level of each department Ali (2017) because they did not utilize the right approach for the implementation of the idea like the case of Azerbaijan ASAN service. Alguliyev et al (2018) In the case of Azerbaijan, the "ASAN service" system evaluates e-services in government bodies. The evaluation of e-services is based on three pre-determined criteria such as digitalization, information openness and accessibility.…”

“…Digital governance is a new way of organizing and administering public affairs. E-government creates new opportunities for citizens to interact with government in a more direct and convenient manner, as well as for government to give services directly to citizens Kasemsap (2015), as stated in the study of Alguliyev et al (2018) The amount of modernization and applicability, the extent of communication transparency and availability, and the level of simplicity of use are all considered when evaluating the organization and operating of e-services. The assessment of e-services permits for the improvement of service quality and the implementation of feedback effects.…”

Government Services Bus (GSB)

“…Information and Communication Technology (ICT) plays an important role in disseminating information(Faisal&Kisman,2020)andmakesafastchangeinthecommunities (Louwetal.,2019). Thisleadstothedemandsofusersareincreasingrapidlytobeprovidedwithe-services (Alguliyev et al, 2018). In addition, it plays a critical role in providing governments with services as well.…”