Ideal help desk/service desk in e-government and service quality: A literature review

摘要

Help desk and service desk are critical in this era regarding how much people need a place to ask to and consult to. People demand a transparent governance and help desk service desk is one way to fulfill that demand. But, there's ambiguity in what is the ideal help desk, because the condition in every country is different, they have their own characteristic. There are some countries that has made services for their citizens full on electronic-based, while some still retain the conventional help desk service. There are two kinds of e-government which we have known, developed countries and developing countries. And they have their own design of what help desk they should use, but some are not very effective and efficient as it was expected to be. This article discussed about what is the ideal help desk/service desk in e-government and the service quality as the indicator to know whether that help desk has been used on its maximum advantages or not.