A Formal Model for Quality of Service Measurement in e-Government

Quality is emerging as a promising approach to promote the development of services in e-Government. A proper Quality of Services is mandatory in order to satisfy citizens and firms' needs and to accept the use of ICT in our life. This paper describes our ongoing research on QoS run-time measurement and preliminary ideas on the appliance of run-time monitoring to guarantee assurance of service applications. For this purpose, we also define and describe a formal model based on a set of quality parameters for e-Government services. These parameters can be useful both as a basis for understanding and assessing competing services, and as a way to determine what improvements are needed to assure citizens and firms satisfaction.