Electronic services in the public sector: A conceptual framework

Electronic services provided by governmental organizations, here referred to as public e-services, are frequently discussed in the e-government literature. There is, however, little consensus on the meaning of the concepts used to describe and discuss these e-services, and hence, the literature is full of synonymous terms and concepts. This paper is conceptual and presents efforts to understand e-services in the public sector domain by unpacking the public e-service concept into three dimensions; as being (1) a service, (2) electronic, and (3) public (as contrasted to being private). Based on a hermeneutic analysis, these dimensions are discussed in a number of combinations, illustrating that a multi-dimensional take on public e-services must be adopted in order to capture the complexity of governmentally supplied e-services and contribute to theory development, as well as practical utility.

► We promote a three-dimensional understanding of public e-services. ► A public e-service is in part a service process, creating value for someone. ► A public e-service is in part an IT-artifact, mediating a public service. ► The ‘public’ nature makes these services different from ‘private’ e-services. ► The dimensions can serve as a starting point for structuring further research.