Purpose – This paper aims to present a conceptual framework for selecting and developing e‐government applications as part of an overall coherent strategy of e‐government service delivery (EGSD).Design/methodology/approach – The framework proposed in this paper builds on and expands prior literature in the areas of e‐government and service delivery in organizations. Specifically, the framework extends Heskett's work in service delivery in organizations to the area of e‐government.Findings – The strategic operations management framework for EGSD developed in this paper represents a response to the need for a more strategic point of view on the electronic delivery of government services. The framework consists of seven building‐blocks – four basic elements: market segmentation, service mode development, operations‐strategy redesign, and service delivery, in addition to three integrative elements: differentiation, leverage of value and alignment of strategy and system.Research limitations/implications – The ...
['John F. Affisco', 'Khalid S. Soliman']
E‐government: a strategic operations management framework for service delivery