A citizen-centric framework for government e-services uptake

Online services or e- and m-services have gradually replaced traditional over-the-counter services in government offices. Some countries like Singapore with 1900 or Estonia with 550 e- and m-services respectively, have been very successful, while others like Mauritius have lagged behind with only 66 e-services, most of which are underutilised. A coherent and comprehensive citizen-centric framework for e-services is therefore necessary in order to guide the development and deployment of government e-services for citizens. This paper presents an e-services framework based on 136 factors influencing e-services uptake, categorised into 21 components that have been grouped into 3 core concepts and 2 main thrusts of the government e-services ecosystem. It is accompanied by 21 sets of actions for its implementation. The framework has been validated through a survey of citizens of Mauritius to confirm the hypothesis that adoption of the measures proposed in the framework will positively influence the behavioural intention of citizens to adopt government e-services.