A model for the implementation of public e-services

Abstract

Purpose – to present a model for implementing public e-services providing factors to ensure the operational effectiveness; Design/methodology/approach – analysis of scientific literature – applied to reveal the concept provisions of the valuation of public e-services, the forms of resistance to changes, and the stages of the organization of e-services. Findings – the model for implementing public e-services has been proposed, which allowed an assessment of the public sector activity system, with new components not considered in other scientific papers: readiness to implement a public e-service; technology for developing e-services; the quality of realizing an e-service; results of e-service usage; impact of the realized public e-service; Research limitations/implications – new IT and implementing innovative solutions to public e. service performance indicators will also vary; Practical implications – the findings may be helpful for public administration institutions that develop and implement the e-government policy in the field of public services, to properly evaluate and improve the effectiveness of public service, problem solving and making rational decisions based on the research results. Originality/Value – a model of public e-services implementation has been development and presented, describing the correlation between inputs, outputs and results and providing the problems of public e-service implementation efficiency and effectiveness.