Quality in e-Government services: A proposal of dimensions from the perspective of public sector employees

摘要

The main objective of the work is to identify the key factors that must be considered by the Government when designing the web service portals used by its employees. To achieve these objectives, empirical work was then carried out to collect primary information, using the Delphi method and obtaining the opinion of 31 specialists who are experts in quality management in the university environment. The results of the study show that four dimensions must be considered to measure the quality of electronic services. These dimensions are: quality of information, technical efficiency, privacy and communication with the employee.