E-Government in Pakistan

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e-Government is a key instrument for modernization and reform as governments face the
continuing pressure of increasing their performance and adapting to the pressure of the new
information society. (Morven McLean and Tawfik Jelassi, 2003)
The ability to improve citizens’ access to services has made e-Government an attractive
investment for government organisations, fuelling worldwide implementation of such
applications (Al-Kibsi et al., 2001, Sia and Neo, 1997, Chan and Pan, 2003)
Electronic government, or e-Government, is enabling government organisations to provide better
services to their constituents. Transactions such as filing taxes online, applying for jobs,
renewing driver’s licenses, and ordering recreational and occupational licenses can now be
conducted online, quickly and efficiently (West, 2002).

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Figure 1
Survey Response......................................................................................................35
Figure 2
Different age-group participation...........................................................................36
Figure 3
Grouped e-Services..................................................................................................41
Figure 4
Educational e-Services.............................................................................................42
Figure 5
Utility Bills e-Services..............................................................................................42
List of Tables
Table 1
Journal of Global Information Management..........................................................15
Table 2
Relationship between data collection method and research category.....................27
Table 3
Survey Summary.......................................................................................................37
Table 4
Distinct e-Services ...................................................................................................40
Page 5
iv
Table of Contents
1. Introduction................................................................................................................................ 1
1.1 e- Government Background....................................................................................................... 3
1.2 Problem Discussion ................................................................................................................... 4
1.3 Purpose....................................................................................................................................... 7
1.4 Research Question ..................................................................................................................... 7
1.5 Delimitations.............................................................................................................................. 8
1.6 The Data and the treatment of Data........................................................................................... 8
1.7 Researcher’s Qualification......................................................................................................... 8
1.8 Purposed Study Outline ............................................................................................................. 9
2 Literature Review..................................................................................................................... 10
2.1 Terminology............................................................................................................................. 10
2.2 Government-Citizen Relationship ........................................................................................... 12
2.3 Flexibility with respect to culture............................................................................................ 12
2.4 e-Citizen Expectation............................................................................................................... 12
2.5 e-Govt. differences between developed and developing countries.......................................... 14
2.6 e-Government Components..................................................................................................... 15
2.7 e-Services................................................................................................................................ 16
2.8 UN Recommendation for e-Government................................................................................. 17
2.9 What do citizens say they want?............................................................................................. 17
2.10 Challenges to e-Government.................................................................................................... 19
2.11 Government to Citizen Interaction........................................................................................... 21
2.12 Summary.................................................................................................................................. 22
3 Methodology............................................................................................................................ 23
3.1 Research Purpose..................................................................................................................... 23
3.2 Research Approach.................................................................................................................. 24
3.3 Research Strategy..................................................................................................................... 25
3.4 Sample Selection...................................................................................................................... 25
3.5 Data Collection ........................................................................................................................ 26
3.6 Data Analysis........................................................................................................................... 27
3.7 Validity and Reliability............................................................................................................ 28
4 Empirical Data Collection........................................................................................................ 30
4.1 Focused Region........................................................................................................................ 30
4.2 The Case of Pakistan................................................................................................................ 31
4.3 Government citizen relationship.............................................................................................. 31
4.4 Questionnaire Formulation ...................................................................................................... 32
4.5 The Questionnaire.................................................................................................................... 33
4.6 Survey Result........................................................................................................................... 34
4.7 Participation by different Age-Groups..................................................................................... 36
4.8 Summary of Survey Findings .................................................................................................. 37
5 Data Analysis........................................................................................................................... 38
5.1 Barrier...................................................................................................................................... 38
5.2 Citizens choices in developed country and Pakistan e-Govt................................................... 39
5.3 Vindication............................................................................................................................... 40
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v
6 Conclusion ............................................................................................................................... 43
6.1 Recommendations for e-Government...................................................................................... 44
7 Future Research ....................................................................................................................... 45
References........................................................................................................................................ 46
Appendix 1 e-Government Services in Pakistan - Questionnaire...................................................I
Appendix 2 Different e-Services required by Pakistani Citizens ................................................. V

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Page 1
2007:005
MASTER'S THESIS
 e-Government Services
in Pakistan
 Haroon Shahzad
Waqas Younas Sandhu
 Luleå University of Technology
Master Thesis, Continuation Courses
Computer and Systems Science
Department of Business Administration and Social Sciences
Division of Information Systems Sciences
 2007:005 - ISSN: 1653-0187 - ISRN: LTU-PB-EX--07/005--SE
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i
 Acknowledgement
 We are the students of Master’s programme in Computer Systems and Sciences at the
department of Business Administration and Social Sciences at Luleå University of Technology.
After completing the courses finally we have done our thesis. It’s really amazing for us to work
scientifically in research. The work done is a joint effort of our group members, supervisor,
teachers, colleagues and respondents who finished their jobs best in cooperation.
We have selected the topic of e-Government Services in Pakistan for thesis as it is our wish to
play our role for the development of country. It was not easy to correspond while living apart
from there but it completed came into being with the blessings of ICT and nice cooperation from
University, especially our supervisor Svante Edzen who always welcomed our ideas and
provided relevant suggestions.
It was also interesting between our group members that we came up agreeing on different aspects
and results after discussing a lot and consider different options and opinions.
We pay gratitude and dedicate this effort to our parents as they have been supporting us in our
studies here in Sweden along with their best wishes, without their brace it was not possible to
finish degree well in time.
Haroon Shahzad
Waqas Younas Sandhu
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 Abstract
 e-Government offers different e-Services for the citizens so they can interact with the
Government in more effective way. Before deploying the e-Services, it is important to
understand the expectations of the citizens. This can be helpful for developing appropriate e-
Government. In this research we have focused on Pakistan e-Government, for this we have used
survey strategy to find e-Services and relevant expectations from the citizens of Pakistan. They
have suggested 133 different e-Services also identified certain areas for improvement. We
mainly emphasised on the required e-Services hence an arranged list of e-Services has been
provided separately in the thesis. This research can be a first step towards the citizen’s prospects
and to enhance the understanding of e-Government functionality in Pakistan. e.g. Paying utility
bills electronically will increase productivity by saving resources of both the Government and
Citizens.
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iii
 List of Figures
 Figure 1
Survey Response......................................................................................................35
Figure 2
Different age-group participation...........................................................................36
Figure 3
Grouped e-Services..................................................................................................41
Figure 4
Educational e-Services.............................................................................................42
Figure 5
Utility Bills e-Services..............................................................................................42
List of Tables
Table 1
Journal of Global Information Management..........................................................15
Table 2
Relationship between data collection method and research category.....................27
Table 3
Survey Summary.......................................................................................................37
Table 4
Distinct e-Services ...................................................................................................40
Page 5

iv
Table of Contents
1. Introduction................................................................................................................................ 1
1.1 e- Government Background....................................................................................................... 3
1.2 Problem Discussion ................................................................................................................... 4
1.3 Purpose....................................................................................................................................... 7
1.4 Research Question ..................................................................................................................... 7
1.5 Delimitations.............................................................................................................................. 8
1.6 The Data and the treatment of Data........................................................................................... 8
1.7 Researcher’s Qualification......................................................................................................... 8
1.8 Purposed Study Outline ............................................................................................................. 9
2 Literature Review..................................................................................................................... 10
2.1 Terminology............................................................................................................................. 10
2.2 Government-Citizen Relationship ........................................................................................... 12
2.3 Flexibility with respect to culture............................................................................................ 12
2.4 e-Citizen Expectation............................................................................................................... 12
2.5 e-Govt. differences between developed and developing countries.......................................... 14
2.6 e-Government Components..................................................................................................... 15
2.7 e-Services................................................................................................................................ 16
2.8 UN Recommendation for e-Government................................................................................. 17
2.9 What do citizens say they want?............................................................................................. 17
2.10 Challenges to e-Government.................................................................................................... 19
2.11 Government to Citizen Interaction........................................................................................... 21
2.12 Summary.................................................................................................................................. 22
3 Methodology............................................................................................................................ 23
3.1 Research Purpose..................................................................................................................... 23
3.2 Research Approach.................................................................................................................. 24
3.3 Research Strategy..................................................................................................................... 25
3.4 Sample Selection...................................................................................................................... 25
3.5 Data Collection ........................................................................................................................ 26
3.6 Data Analysis........................................................................................................................... 27
3.7 Validity and Reliability............................................................................................................ 28
4 Empirical Data Collection........................................................................................................ 30
4.1 Focused Region........................................................................................................................ 30
4.2 The Case of Pakistan................................................................................................................ 31
4.3 Government citizen relationship.............................................................................................. 31
4.4 Questionnaire Formulation ...................................................................................................... 32
4.5 The Questionnaire.................................................................................................................... 33
4.6 Survey Result........................................................................................................................... 34
4.7 Participation by different Age-Groups..................................................................................... 36
4.8 Summary of Survey Findings .................................................................................................. 37
5 Data Analysis........................................................................................................................... 38
5.1 Barrier...................................................................................................................................... 38
5.2 Citizens choices in developed country and Pakistan e-Govt................................................... 39
5.3 Vindication............................................................................................................................... 40
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v
6 Conclusion ............................................................................................................................... 43
6.1 Recommendations for e-Government...................................................................................... 44
7 Future Research ....................................................................................................................... 45
References........................................................................................................................................ 46
Appendix 1 e-Government Services in Pakistan - Questionnaire...................................................I
Appendix 2 Different e-Services required by Pakistani Citizens ................................................. V
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 1.
Introduction
e-Government is a key instrument for modernization and reform as governments face the
continuing pressure of increasing their performance and adapting to the pressure of the new
information society. (Morven McLean and Tawfik Jelassi, 2003)
The ability to improve citizens’ access to services has made e-Government an attractive
investment for government organisations, fuelling worldwide implementation of such
applications (Al-Kibsi et al., 2001, Sia and Neo, 1997, Chan and Pan, 2003)
Electronic government, or e-Government, is enabling government organisations to provide better
services to their constituents. Transactions such as filing taxes online, applying for jobs,
renewing driver’s licenses, and ordering recreational and occupational licenses can now be
conducted online, quickly and efficiently (West, 2002).
As many public sector organizations are either planning for or implementing major e-
Government projects, there is a growing need to understand how these projects can be
successfully managed for maximum realization of their potential benefits. (Daniel Hae-Dong
Lee, 2005)
Good, reliable trustworthy public services built around the needs of the citizen are essential to a
modern, fair and dynamic society. (Andrew Pinder, 2004).
Government services are expected to be socially inclusive. This means that all citizens who want
to must have ready access to these services. It also means that all such citizens must have the
ability to use the system and also feel confident using it. This presents enormous challenges to
government as it implies ready access to computers and an adequate degree of ICT literacy. (e-
Government More Than An Automation Of Government Services Information Society
Commission)
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In developing e-Government services, the readiness of citizen groups to use self-service channels
must be taken into account, as must the complexity and requirements of the service. A high
proportion of interactions between citizens and the public service are in the areas of health and
social services where citizens tend to be elderly, in poor health and of lower educational and
income backgrounds. Many of these will require assistance in accessing public services, either at
front desks or over the telephone. They may not be in a position to benefit from a self-service
channel where the citizen has to do much of the work of data entry. (ibid)
The centrality of the citizen is the key concept in the provision of e-Government. Modern
technologies have the potential to create seamless, responsive and citizen-centric government for
the benefit of all. This can free the citizen from the need to understand the complex structures of
government in order to be able to deal effectively with it. However, it also requires that
government embrace the concept of a single integrated delivery channel that enables the citizen
to access the exact information or government service required. Such a development has the
potential to transform the relationship between the citizen and government. By providing quality
service, promoting transparent and accountable government, and enabling the citizen to engage
with the public policy process, e-Government helps build trust between the citizen and
government. Such trust is an essential element in giving people the confidence to use online
systems, and in good governance generally (ibid)
e-Government has lagged behind general e-Commerce. e-Commerce, the private sector’s version
of conducting business electronically, paved the way for e-Government and was, in many ways,
the catalyst for it. Early e-Government was often limited to non-transactional information or
transactions with businesses. Only static information, such as instructions about obtaining
building permits or a brief history of a municipality, was included on a website. Government-to-
business (G2B) transactions were the first type of actual online transactions. Commonly, these
transactions involved large-scale procurement and were usually confined to closed networks.
(www.archives.nysed.gov)
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If we are to repair the individual’s disastrous loss of civic faith, citizen involvement is essential.
Everybody people must feel that they are listed to, that they are respected, and that can make a
difference. (Gardner, 1996)
 1.1 e- Government Background
The term e-Government (e-Gov) emerged in the late 1990s, but the history of computing in
government organizations can be traced back to the beginnings of computer history.. A literature
on “IT in government”, goes back at least to the 1970s. (Kraemer, et al, 1978, Danziger and
Andersen, 2002)
The e-Government was born out of the Internet boom. However, it is not limited to Internet use
or publicly accessible systems for direct use by customers or citizens.(Gore, 1993; Salem,
2003).e-Government refers to the use by government agencies of information technologies that
have the ability to transform relations with citizens, businesses, and other arms of government.
These technologies can serve a variety of different ends: better delivery of government services
to citizens, improved interactions with business and industry, citizen empowerment through
access to information, or more efficient government management. The resulting benefits can be
less corruption, increased transparency, greater convenience, revenue growth, and/or cost
reductions” (World Bank, 2004)
Developments in Europe and the rest of the world create challenges for the public sector. On the
one hand, citizens and businesses have high expectations of accessible and efficient services and
administration. On the other, limited or reducing resources. e-Government is an enabler to realize
better and more efficient administration. Public e-Services (e-Government services for citizens
and businesses) are a part of e-Government, which specifically holds a potential for developing
more efficient and user-centred ways to deliver public services. (Top of the web)
Citizens are increasingly expecting government units to perform more like commercial entities.
In order to provide various service levels and to meet rising expectations, government needs to
utilize recent advances in technological development. (Reynolds & Regio)
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West defines e-Government as the delivery of government information and services online
through the Internet or other digital means. West, in his study, states that the particular
characteristic of this system, that makes it so special, is that it allows citizens to seek public
services at their own convenience and not just when the government office is open.(West, 2004)
While defining the domain of e-Government, has identified the importance of serving civil
society by delivering services to wide array of citizens (Grönlund, 2005). Related to citizen
services, there have been widespread recommendations that these services have to satisfy
customer or citizen needs – leading them to be customer-centric or citizen-centric (Scott et al,
2005)
To achieve the full public value for society from e-Government, decision makers must
understand the full scope of the transformation of public services. Governments should seek to
involve all stakeholders in the design and implementation of the transformation of public
services. Any kind of change to public services utilizing new or existing technology needs to be
properly understood and planned. In order to ensure that full consideration is given to assessing
and understanding the impact of new technology on private citizens, employees, and business,
EICTA proposes that all these stakeholders should be closely and deeply involved in the
development of the inclusive e-Government agenda. Governments should focus on developing
interoperable, secure and compatible services for citizens and businesses in strategic areas, such
as Security, Taxation, Health, European procurement, and Education. Industry calls upon
Governments
to
give
special
attention
to
such
services
in
2006.
(www.egov2005conference.gov.uk)
 1.2 Problem Discussion
e-Government provides many opportunities to improve the quality service to the citizen. Citizens
should be able to get service or information in minutes or hours, versus today’s standard of days
or weeks. Citizens, businesses and state and local governments should be able to find required
reports without having to hire accountants and lawyers. Government employees should be able to
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do their work as easily, efficiently and effectively as their counterparts in the commercial world.
(Simplified delivery of services to citizens, 2002)
While some earlier e-Gov computer issues, such as office automation, may not be highly relevant
to research today, many issues are, for example decision making, service processes, and values.
(Åke Grönlund,Tom Horan, 2005)
e-Government is seen by many parts of the community and voluntary sector as a desirable
addition to the existing channels for accessing and delivering government information and
services to the citizens. (www.e.gov.nz)
The challenge for governments is how to move on from focusing on service delivery to
providing people-centered tools and applications. This means placing priority not just on how
they delivery services to citizens, but using e-Government to enrich the lives of its citizens. e-
Government should also be employed to improve the way public servants use public resources to
support the society. (Richard Kerby, 2005)
The movement to e-Government, at its heart, is about changing the way people and businesses
interact with government. It only makes sense to find out what they want, expect, don’t want,
and worry about. (Meghan E. Cook, 2000)
Turn on the radio or television or open a magazine or newspaper and, chances are, you will see
an advertisement or story about the Web. Today, most organizations, including state agencies
and local governments, maintain websites. (www.archives.nysed.gov)
More and more customers have access to the Web at home, work, school and other locations.
With an increase in your citizens using the Web, you will see that you’ve reached the critical
mass necessary to make e-Government service delivery viable. There are still, however, those
that do not have access to the Web. (ibid)
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Typically, traditional over-the-counter transactions cost more than those conducted via the
Internet. Counter transactions often consume more staff time and more paper supplies (including
printing) than electronic transactions. Internet transactions can be less expensive but they entail
costs of their own, including credit card transaction fees. As the online population grows and
more e-Commerce is conducted online, customers expect governments to have an Internet
presence and online transactions. (ibid)
Customers have more demands for their time. Commuting times and distances to work have
increased. The prevalence of dual-income families has increased too. Thus, customers are not
often able to visit government offices during normal office hours. Customers want access to
government services when it is convenient to them, particularly after regular working hours, and
24/7 (twenty-four hours a day / seven days a week) e-Government may be the solution to this
problem. (ibid)
e-Government projects target a wide range of topics, including infrastructure development, the
legal environment surrounding e-Government development, policies (national, regional, local),
digital divide issues, literacy, education, accessibility, trust (in technology as well as in
government), transparency, interoperability (among government agencies), managing records,
sustainability, public-private cooperation/partnerships, cost structures, and incentives. While
most of these topics are found in developed as well as in developing countries, in the latter more
attention is paid to issues like telecommunications liberalisation, ICT sector development and
investment, trade promotion, local software and content generation, satellite technology,
telemedicine and healthcare, and local development through for example development of
telecentres (AISI, 2004)
e-Government has been employed by developed as well as developing countries to be an enabler
toward accelerating processes, delivering a higher level of service to citizens and businesses,
increasing transparency and accountability while lowering costs. Additionally, in developing
countries it has been recognized as an enabler toward catapulting governments in to the 21
 st
 century while leapfrogging multiple generations of technology. It is in this light that the
Government of Pakistan has established the e-Government Directorate under the Ministry of IT.
(e-Government Strategy and 5-Year Plan for the Federal Government, 2005)
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Therefore citizens have different e-service requirements from e-Government e.g. reviewing a
driver license, cheaper and easy services etc. We can conclude from above discussion, it is
important to understand requirements from citizen, so this is important what e-Services are
required by the citizens. We are going to describe different challenges based on what citizens are
looking for from e-Government.
1.3 Purpose
 The basic purpose of Government is to solve citizen and same reflects from e-Government as
well. The success of e-Government project is primarily associated with the understanding needs
of citizens and addressing them through ease. Pakistan is a developing country and careful
allocation of budgets should be made in any project because resources are limited.
e-Government can be discussed from different aspects like what e-Services are needed, what are
the expectations from the society and how it can be made more effective? It is very hard to grasp
and discuss about its all issues. Hence we are going to focus its primary participants – citizens
and their relevant e-Services. Citizens have to communicate with the government in their
routines and activities. In this regard they use different tasks and services provided by the
government either manually or online e.g. paying taxes, casting vote, registering child birth etc.
It results, consuming more time and money to use such services. The government should be able
to know what services are required by the citizens. Our purpose is to find out various
expectations regarding e-Services within e-Government from Pakistan citizens.
1.4 Research Question
In order to achieve said purpose following research question should be scrutinized
Q. What are the e-Services expectations from e-Government by the citizens of Pakistan?
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 1.5 Delimitations
We shall focus on population from age 21 to 40 Year. This population is arranged into four
different age-groups which are as under:
• 21 - 25 Years
• 26 - 30 Years
• 31 - 35 Years
• 36 - 40 Years
These people will consist of students and professionals. They are more familiar with IT and their
response will guide us in a required direction.
1.6 The Data and the treatment of Data
 Our research approach will be conducted based on both qualitative and quantitative data. This
will involve in different ways of thinking from different communities about e-Governments and
their implementations. The survey results from citizens will be calculated and presented.
• We shall collect and analyse different e-Services requirements from citizens
• We shall examine the relevant e-Services in developed like USA and developing like
Pakistan countries
• Reading and analyzing different countries approved material
• Online articles and the related literature
• Online survey from public
1.7 Researcher’s Qualification
I am Haroon Shahzad. I have been affiliated with the field of IT for the last 9 years. I did my
bachelor’s degree in computer sciences from Allama Iqbal Open University. I have also got my
Oracle Certifications from Oracle Corp. USA and form the Punjab IT board Lahore- Pakistan. I
have worked in Army Public College Sialkot Cantt. as Head of IT, during there, I have taught to
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college and Cambridge classes. I have also been engaged in the development of software for both
desktop and distributed applications in local sector of Pakistan. Now I am doing my Master’s in
Computer Systems and Sciences to enhance my knowledge and skills for this emerging field.
I am Waqas Younas Sandhu. I have done Masters in Computer Science (Pakistan). I have two
year exposure of working at Faisalabad Institute of Textile and Fashion design as network
Administrator and Now I am doing Master’s in Computer Systems and Sciences.
1.8 Purposed Study Outline
 • Selection of Research field
• Research Planning
• Choosing the Relevant Literature
• Literature Review
• Research proposal
• We shall focus on a specific region
• Preparing surveys and questioners
• Collecting data
• Analyzing the results
• Preparing the presentation
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 2
Literature Review
This chapter contains the relevant studies already done. Initially we shall bring up theories in
support of research problem by starting with a broader view of e-Government concepts and its
objectives. Finally, we shall narrow down our research problem and comes up by general
principles to support our research question. This chapter will make a ground for our conceptual
frame of work.
2.1 Terminology
Government
The word government is derived from the Greek Κυβερνήτης (kyvernites), which means
"steersman", "pilot" or "rudder".(www.en.wikipedia.org)
A government is a body that has the authority to make and the power to enforce laws
within a civil, corporate, religious, academic, or other organization or group. In its
broadest sense, "to govern" means to administer or supervise, whether over a state, a set
group of people, or a collection of assets. (ibid)
e-Government
e-Government (electronic government) represents a new concept of government
organization and operation. It offers the public information networks and services that
can be accessed easily, quickly and transparently, thanks to the opportunities provided by
digital technologies (www.innovazione.gov.it)
“The use of ICT to improve the process of Government. In a narrow sense it is some time
defined as citizen’s services, re-engineering with the technology, or procurement over the
Internet”. (Gordon 2002)
e-Government can be defined as digital information and online transaction services to
citizens. (Janet Caldow, 1999)
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Citizen
Mintzberg, who usefully distinguishes customers from clients, citizens and subjects. He
points out that you don't have to call someone a customer in order to treat them well or
ensure that services are designed with them in mind. Customers buy products, clients buy
services, but citizens have rights “that go far beyond those of customers or even clients”.
Furthermore, citizens not only have rights, but also duties, as subjects: to pay taxes, to be
drafted in armies and to respect laws (or suffer the consequences). To suggest that
citizens are equivalent to and should be treated as customers not only grossly
oversimplifies the nature of the relationship between government and citizen, but it
perverts it. (Mintzberg,1996)
e-Citizens Services
e-Citizens of the future will be part of ‘knowledge’ communities where they have easy
access to e-Services, transport, amenities and social contact regardless of location or
personal circumstances. This will include opportunities for e-Citizens to develop
community websites and train other communities reaching across many boundaries of
communication to develop a community 'brand'. Training is an important aspect of
closing the digital divide by empowering e-Citizens and Council staff. However it is also
recognized that citizens have the right to choose how services are delivered either directly
using the web, mobile phone, kiosks or via an intermediary. (IEG 2 Statement October
31st 2002 Revised 22nd January 2003)
Community
People are not just citizens of a government. They are parents, volunteers, neighbours,
business owners and employees, people with shared ethnic backgrounds, consumers,
students, sports enthusiasts, senior citizens, and children. Each community has its own
members, its own networks of relationships, financial exchange, and interactions.
Overlapping communities and their members weave the rich tapestry of society. Main
Street, market square, town hall and even the local pub are being enhanced and even
replaced by digital interconnectivity through Internet. (Janet Caldow, 1999)
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 2.2 Government-Citizen Relationship
Government organizations comprise an important part of the unique relationship between
citizens and the state, and this affects the responsibilities of these organizations with respect to
protecting the privacy of individuals' information. In contrast to private businesses that market
goods and services to customers, government organizations have a responsibility to serve a very
diverse set of individuals, including those with different needs, beliefs, attitudes, cultures,
languages and educational levels (Kent & Millett, 2003).
Furthermore, within the operations of most governments, various requests for personal
information are supported by governmental mandates (Bennett & Raab 2003, BeVier 1995)
2.3 Flexibility with respect to culture
Even without the language barrier, different governments (say, local governments), may have
different emphases on e-Government tasks, representing cultural differences. For example,
border cities (e.g., Saarbrucken at the German-French border) may put more emphasis on
recognizing language differences than cities in the heart of countries. Also, capital cities may
have more sensitivity to minority culture than cities in the periphery. Context can serve as a
compensating element in ontologies, adding topics of interest to the global ontology. (Avigdor
Gal, Aviv Segev)
2.4 e-Citizen Expectation
 The following discussion concludes as a deed between the Government and the citizens.
Government can set or consult these requirements as goal for their services measurement form e-
Government similarly these requirements can be considered also from the citizens. These
standard requirements will be useful for both the Government and Citizen as both can measure
their expectations:
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Choice of Channel
As a citizen I can choose for myself in which way to interact with government.
Government ensures multi channel service delivery, i.e. the availability of all
communication channels: counter, letter, phone, e-mail, and internet. (Burger, 2005)
Transparent Public Sector
As a citizen I know where to apply for official information and public services.
Government guaranties one-stop-shop service delivery and acts as one seamless entity
with no wrong doors. (ibid)
Overview of Rights and Duties
As a citizen I know which services I am entitled to under which conditions. Government
ensures that my rights and duties are at all times transparent. (ibid)
Personalised Information
As a citizen I am entitled to information that is complete, up to date and consistent.
Government supplies appropriate information tailored to my needs. (ibid)
Convenient Services
As a citizen I can choose to provide personal data once and to be served in a proactive
way. Government makes clear what records it keeps about me and does not use data
without my consent. (ibid)
Comprehensive Procedures
As a citizen I can easily get to know how government works and monitor progress.
Government keeps me informed of procedures I am involved in by way of tracking and
tracing. (ibid)
Trust and Reliability
As a citizen I presume government to be electronically competent. Government
guarantees secure identity management and reliable storage of electronic documents.
(ibid)
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Considerate Administration
As a citizen I can file ideas for improvement and lodge complaints. Government
compensates for mistakes and uses feedback information to improve its products and
procedures. (ibid)
Accountability and Benchmarking
As a citizen I am able to compare, check and measure government outcome. Government
actively supplies benchmark information about its performance. (ibid)
Involvement and Empowerment
As a citizen I am invited to participate in decision-making and to promote my interests.
Government supports empowerment and ensures that the necessary information and
instruments are available. (ibid)
 2.5 e-Govt. differences between developed and developing
countries
Some important factors have been collected which will guide to understand how developed and
developing countries differ from each other. e-Government strategies have had a tremendous
impact on the way governments interact with their citizens. Though there has been significant
progress made in developed countries in e-Government implementation, for many developing
countries have been left behind with a long way to catch up. Hence it would be significant to
understand the following factors between developed and developing countries.
Developed Countries
Developing Countries
History
and
Culture
• Government and economy
developed early, immediately after
independence
• Economy growing at a constant
rate, productivity increasing, high
standard of living
• Relatively long history of
democracy and more transparent
government policy and rule
• Government usually not
specifically defined; economy
not increasing in productivity
• Economy not growing or
increasing productivity; low
standard of living
• Relatively short history of
democracy and less transparent
government policy and rule
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Technical
Staff
• Has a current staff, needs to
increase technical abilities and hire
younger professionals
• Has outsourcing abilities and
financial resources to outsource;
current staff would be able to
define requirements for
development
• Does not have a staff, or has
very limited in-house staff
• Does not have local
outsourcing abilities and rarely
has the financial ability to
outsource; current staff may be
unable to define specific
requirements
Infrastructure
• Good current infrastructure
• High Internet access for
employees and citizens
• Bad current infrastructure
• Low Internet access for
employees and citizens
Citizens
• High Internet access and computer
literacy; still has digital divide and
privacy issues
• Relatively more experienced in
democratic system and more
actively participate in
governmental policy-making
process
• Low Internet access and
citizens are reluctant to trust
online services; few citizens
know how to operate
computers
• Relatively less experienced in
democratic system and less
active participation in
governmental policy-making
process
Government
Officers
• Decent computer literacy and
dedication of resources; many do
not place e-Government at a high
priority
• Low computer literacy and
dedication of resources; many
do not place e-Government at a
high priority due to lack of
knowledge on the issue
Table 1 Journal of Global Information Management, 14(1), 23-46, January-March 2006
 23
 2.6 e-Government Components
It incorporates four key dimensions, which reflect the functions of government itself: Sharon
(2002) four e-Government components are
e-Services -- the electronic delivery of government information, programs, and services
often (but not exclusively) over the Internet.
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e-Democracy -- the use of electronic communications to increase citizen participation in the
public decision-making process.
e-Commerce -- the electronic exchange of money for goods and services such as citizens paying
taxes and utility bills, renewing vehicle registrations, and paying for recreation programs, or
government buying supplies and auctioning surplus equipment.
e-Management -- the use of information technology to improve the management of
Government, from streamlining business processes to maintaining electronic records, to
improving the flow and integration of information.
2.7 e-Services
An e-service is a piece of software that is part of the Government web system and whose aim is
to automate or partly automate one particular administrative process. This process can be
triggered by a request from a citizen. (www.emacao.gov.mo)
 2.7.1 e-Services Types
 Types of e-Services to citizens in e-Government, like any e-business, are generally
divided into the following categories:
Informational: Gartner notes that "the vast majority of governments" have developed a
Web presence and have moved on to further development. (www.sun.com)
This is the first phase and includes the provision of information alone. The quality,
usability and currency of the content determine the value of this phase of e-Government.
This is the least complex of all the phases. (www.unpal.un.org)
Interactive: In this phase, e-Government provides some degree of online interaction. For
instance, citizens can enter complaints or job applications online. This phase does not
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include secure transactions such as financial or other transactions that require a high
degree of authorization and audit. (ibid)
Transactional: Enabling e-citizens to complete tasks online is the major characteristic of
this critical third phase (Gartner). It provides secure transactions with high level of
authorization. Citizens can now apply online for passports, NICs (National ID Cards) and
make payments online. This requires a high degree of security and basic infrastructure
allowing for secure transactions. (Towards Access for Opportunity)
Collaborative: In this phase citizens and businesses collaborate with the government on
processes, projects, etc. This is especially important for businesses working together with
the government on projects, for public-private partnerships, NGOs, citizen forums, etc.
This phase requires a collaboration infrastructure, which brings together suppliers,
consumers and the government in a network with the object of increasing value creation.
(ibid)
2.8 UN Recommendation for e-Government
As noted in the United Nations “World Public Sector Report 2003: e-Government at the
Crossroads”, “public value refers to the value created by government through provision of
services, the passing of laws and regulations and other actions”. “Only the public can determine
what is truly of value to society. In a representative democracy, value is determined by people’s
preferences, expressed through a variety of means and refracted through the decisions of elected
politician. People’s preferences are formed socially; in the family, among friends and in public
debate. Citizens’ engagement in public affairs is desirable precisely because it challenges and
changes underlying preferences”. (Richard Kerby, 2005)
2.9 What do citizens say they want?
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Government services are constrained by citizens’ personal choices and preferences, and by the
rules and regulations mandated by the respective federal, state or local governments.
Government services, therefore, can involve widely different tasks to be done in different
sequences, depending on the individual’s profile and the government mandates applicable to the
situation.(Richard D. Holowczak)
The surveys conducted by states, and in the studies conducted by research organizations, these
were the most common responses to the question, “What government service would you want to
be electronically provided?” Generally, respondents chose these from a list. (Meghan E. Cook,
October 2000)
• Renewing a driver’s license
• Voter registration
• State park information and reservations
• Voting on the Internet
• Access to one-stop shopping (one portal for all government services)
• Ordering birth, death, and marriage certificates
• Filing state taxes
• Hunting and fishing licenses
• Accessing medical information from the National Institute of Health
According to Survey (www.e.govt.nz), In October 2002, New Zealand was part of an
international survey of public use of e-Government. The New Zealand results of this survey tell
us broadly that New Zealanders are:
• aware of e-Government;
• likely to use e-Government, if they use the Internet;
• currently most likely to use e-Government to find information; and
• interested in more convenient proactive e-Government, for example:
 o being automatically reminded of obligations (such as renewing a driver's license);
o finding all related information and services with one search;
o being automatically told about entitlements; and
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 o having services from several agencies bundled together.
These surveys give us guidelines for future surveys. We can get the real demands from citizens
about different services from the e-Government. After getting these services demands we can
arrange them according to certain priorities. This can be helpful for government and citizens to
make e-Government feasible.
2.10 Challenges to e-Government
There can be different challenges which can hinder in the successful deployment of e-
Government in any country. Following are the major issues while considering about the e-
Government:
2.10.1 Access Issues
 Providing access to needed information
Some of your information or forms will not be in digital form and may need to be
converted. You must also decide what information you will provide or will be able to
provide online. (www.archives.nysed.gov)
Ensuring privacy and security
You need to protect citizen privacy. One way to ensure privacy is to provide adequate
security for all of your e-Government systems. The other way to ensure privacy is to be
careful to keep private information off your website. (ibid)
2.10.2 Technical Issues
 Integrating legacy systems
Old computer systems may need to be integrated into a new Internet-based platform. This
conversion may be time-consuming and costly and will require technical expertise. (ibid)
Changing technology and maintenance
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You will need to keep up-to-date on current technology trends and enhance your website
with the latest applications and features, while at the same time, keeping the content on
your website updated. (ibid)
2.10.3 Human Factors
 Measuring citizen satisfaction
In order to ensure that your e-Government is working, you must design a method to
monitor and measure citizen satisfaction and participation. (ibid)
Transforming the culture
Some staff members or citizens will be less receptive to the adoption of e-Government
applications due to a variety of reasons such as a fear of technology, changes in the
traditional way of doing their work, etc. These people may need additional
encouragement and reassurances. (ibid)
2.10.4 Service Delivery Issues
Managing financial transactions
Financial transactions are a particularly touchy issue. Many people are wary of providing
credit card information via the Internet. You need to obtain the trust of your customer,
which can only be done by ensuring adequate protection of e-Government transactions.
(ibid)
Delivering integrated services
New York State’s Governor has encouraged the integration of services between
departments and between state agencies and local governments within the state. There
have also been efforts to integrate government services throughout the country. But
individual state agencies and local governments are used to being totally in charge of
their own affairs and may need to be convinced of the value of service integration. (ibid)
2.10.5 Resource Issues
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Staff
Training is an integral part of any e-Government implementation. Staff will require
training and retooling of their skills. If your staff is not able to handle some or all aspects
of the e-Government application, you may need to hire additional information technology
staff either on a temporary or permanent basis. (ibid)
Equipment
Chances are the more complex your e-Government applications are, the more equipment
(e.g., computers, servers, wiring, etc.) you will need so there will be costs. (ibid)
2.10.6 Other Issues
 Structural Issue
Government officials are concerned about the implications of e-Government. e-
Government often causes significant change in an organization. Some e-Government
services, such as the issuing of licenses and permits and the collection of monies from
them, seem to have become increasingly centralized in county or state governments. This
centralization challenges traditional roles and may modify the role of local government
officials. There are concerns that e-Government may affect jobs that local officials may
find the need to cut staff, restructure jobs (e.g., lose clerical staff, but gain IT staff) or
retrain current staff. (ibid)
Digital Divide Issue
Researchers are beginning to realize that factors such as income, race and gender are less
significant in facilitating or inhibiting Internet access than previously thought. Instead,
surveys have shown that education and age are perhaps more significant factors. Internet
usage seems to be most prevalent among people who have a college degree, are young
(18 to 25 years old), and have a high income. Regional differences (e.g., urban vs. rural,
more vs. less developed industrial countries) are also factors. (ibid)
2.11 Government to Citizen Interaction
1. Citizens has to communicate with the government for some tasks and activities
2. Citizens need e-Services from e-Government
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3. Government is providing e-Services to citizens
4. Government needs to identify citizen requirements
5. Examine developed county e-Services as guidelines
6. Analysis of developing country citizens needs
2.12 Summary
It is summarized from the above theories; the demands for e-Services from the e-Government
may vary from culture to culture. Some requirements may be common from all communities
such as reliability and quality of services from e-Government. Government can seek the way of
their citizens input and expectations about different services. This will direct to make a hierarchy
and priority of e-Services and to illustrate the research question which underlies the empirical
work in the thesis.
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 3
Methodology
The aim of this chapter is to present and justify research methods used in this research proposal.
In this chapter we will present and describe how the data will be collected. The presentation of
the chosen methodology includes discussions concerning the research approach, research
strategy and research methods. Finally, the chapter discusses the quality of research.
3.1 Research Purpose
 All research approaches can be classified into one of three general categories of research:
exploratory, descriptive and casual. These categories differ significantly in terms of research
purpose, research questions, the precision of the hypothesis that are formed, and the data
collection methods that are used. (Aaker et al, 1998)
Exploratory Research: This research is used when one is seeking insights into general nature of
problem, the possible decision alternatives and the relevant variables that need to be considered.
The research methods are highly flexible, unstructured and qualitative, for the researcher begins
without firm preconception as to what will be found. The absence of structure permits a thorough
pursuit of interesting ideas and clues about the problem situations. (ibid)
Descriptive Research: In this research hypothesis often will exists, but they may be tentative and
speculative. In general the relationships studied will not be casual in nature. However, they may
still have utility in prediction. (ibid)
Casual Research: When it is necessary to show that one variable causes or determines the values
of other variables, a casual research must be used. (ibid)
We shall use exploratory research as from the literature review and our research question it is
more relevant to use this. We will perform surveying certain people about their experiences and
requirements about e-Services. The citizens who have basic IT knowledge and insight
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concerning research question will be surveyed rather than any sample group of citizens. This
research type will be more helpful in acquiring the results due to its flexible nature.
In our case e-Government can be discussed from different aspects like what e-Services are
needed by the citizens? and how these services can be made beneficial, effective or efficient? It
is very hard to grasp and discuss about its all issues. Hence we are going to focus its primary
participants – citizens and their relevant e-Services.
3.2 Research Approach
The choice of research approach is not only dependent on researcher’s epistemological position
and pre knowledge, but should also be influenced by the research questions we set out to
illuminate (Yin, 1994).
Quantitative Research: This research is used to answer questions about relationships among
measured variables with the purpose of explaining, predicting and controlling phenomenon. This
approach is sometime called traditional, experimental, positivist approach. Quantitative
researchers seek explanations and predictions that will generalize to other persons and places.
The intent is to establish, confirm or validate relationships to develop generalizations that
contribute to theory. (Leedy, Ormrod, 2005)
Qualitative Research: This research is typically used to answer questions about the complex
nature of phenomenon, often with the purpose of describing and understanding the phenomenon
from the participants’ point of view. The qualitative approach is also referred to as the
interpretative, constructivist, or post positivist approach. The qualitative researchers seek a better
understanding of complex situations. Their work is often exploratory in nature, and they may use
their observations to build theory from the ground up. (ibid)
The qualitative and quantitative methods refer to the way one chooses to treat and analyze the
selected data. Selectivity and distance to the object of research characterize a quantitative
approach, whereas a qualitative approach is characterized by nearness to the object of research.
Both approaches have their strengths and weaknesses and neither one of the approaches can be
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held better than the other one. The best research method to use for a study depends on that
study’s research purpose and the accompanying research questions. (Yin, 2003)
We shall use the qualitative and partially quantitative research approach due to exploratory
nature of our problem. We shall compare the existing developed country e-Government services
with developing country services. This will involve in different ways of thinking from different
communities about e-Governments and their implementations. The survey results from citizens
will also be presented to list down the e-Services of their interest.
 3.3 Research Strategy
The first step to take when conducting research is to evaluate the research strategies. There are
five types of research strategies when conducting social science research: experiments, surveys,
archival analysis, history, and case study (Yin 1994).
Depending on the type of research, there are advantages and disadvantages to all the research
strategies. The most important criterion for deciding what strategy to use is to look at the
research questions/objectives (Davey 1991, Yin 1981).
According to (Yin, 1994) Survey Strategy becomes more relevant when our research question is
about (what, how much or how many) and our behavioral control is not firm and we are
interested on contemporary events.
3.4 Sample Selection
Choosing a study sample is an important step in any research project since it is rarely practical,
efficient or ethical to study whole populations. (Martin N Marshall, 1996)
Purposive sampling involves selection of informants based on an important characteristic under
study, such as where they live (rural or urban), position in society (for example, community
leader or ordinary householder), or specific cultural knowledge (for example, caretakers of
children, farmers, traditional healers). (Cuanza Sul, Year)
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We shall select informants have IT literacy and some basic knowledge of the issue. Our focused
population will contain students and some professionals. The age group will be from 21 to 35
because these age group people are more interested about new services and have strong opinions
about innovations. Our problem is related to citizen and their routines so it is necessary to ask
them what they want? That’s why we are collecting data from sample population as they can
represent the requirements of their same age group. This will help to abstract the required e-
Services from the citizens.
3.5 Data Collection
The choice of data collection method is a critical point in the research process. The decision is
seldom easy, for there are many factors to be considered and many variations of the four basic
survey methods.
• Personal Interviews
• Telephone Interviews
• Mail Survey
• Fax Survey
Because each research problem will have a different ranking of importance, and no data
collection method is consistently superior, few generalizations can be made. (Aaker et al, 1998)
Data can be collected using six different ways: Documents, Archival Records, Interviews, Direct
Observations, Participant Observations and physical artifacts (Yin, 1994) Table 4.51
The research designer has a wide variety of methods to consider, either singly or in combination.
They can be grouped first according to whether they use secondary or primary source of data.
Secondary data are already available, because they were collected for some purpose other than
present problem. Primary Data are collected to address specially a specific research objective.
(Aaker et al, 1998)
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Data Collection Method Exploratory
Category of
Research
Descriptive
Casual
Secondary Sources
Information System
Databanks of other
Organizations
Syndicated Services
a
a
a
b
b
b
B
Primary Sources
Qualitative Research
Surveys
Experiments
a
b
b
a
b
b
a
a = very appropriate method
b = what appropriate method
Table 2
Relationship between data collection method and research category
Source: Relationship between data collection method and category of research (aker et al,1998,
pp78)
Our Primary data source will be the feedback from the citizens through surveys. We shall send
questionnaires through e-mails, which will comprise of both open ended and closed ended
questions. These questionnaires will be simple in understanding and easy to respond which will
ensure any misconception or misrepresentation. This will provide citizen’s personal opinions as
well their selection from the current e-Services in a generic way.
3.6 Data Analysis
 Although a description of the actual procedural details and nuances of every qualitative data
analysis strategy is well beyond the scope of a short paper, a general appreciation of the
theoretical assumptions underlying some of the more common approaches can be helpful in
understanding what a researcher is trying to say about how data were sorted, organised,
conceptualised, refined, and interpreted. (Sally Thorne, 2006)
Creswell (1998) has described a data analysis spiral that is, in our view, equally applicable to a
wide variety of qualitative studies. Using this approach, you go through the data several times,
taking the following steps: (Aaker et al, 1998)
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1. Organize the data, perhaps using index cards, manila folders, or a computer database.
You may also break down large bodies of text into smaller units, perhaps in the form of
stories, sentences, or individual words. (ibid)
2. Peruse the entire data set several times to get a sense of what it contains as a whole. In the
process, you should jot down a few memos (e.g., writing in the margins or using Post-It-
Notes) that suggest possible categories or interpretations. (ibid)
3. Identify general categories or themes, and perhaps subcategories or sub themes as well,
and then classify each piece of data accordingly. At this point, you should be getting a
general sense of patterns --- a sense of what the data mean. (ibid)
4. Integrate and summarize the data for your readers. This step might include offering
propositions or hypothesis that describe relationships among the categories. It might also
involve packaging the data into an organizational scheme such as a table, figure, matrix,
or hierarchical diagram. (ibid)
In a qualitative study, the interpretation of the data will inevitably be influenced by the
researcher’s biases and values to some extent, reflecting the notion of researcher as instrument.
Nevertheless, we urge you to do as much as you can to minimize the extent to which your prior
expectations and opinions enter into your final analysis. (ibid)
We can perceive from the above discussion that only good data collection cannot guarantee
better representation of information and results. It is important to maintain the purity of collected
information by interpreting, inspecting, maintaining its precision, and extracting it into
information all should be done carefully. We shall use questionnaires for surveys and we shall
try our best to present the collected expectations in their original way. This will provide strong
basis for the readers to understand the actual desires from the citizens. This will be helpful for
the reader to find solution in the light of collected data.
3.7 Validity and Reliability
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“The credibility of qualitative research studies rests not just on the reliability of their data and
methods but also on the validity of their findings.” (Silverman, 2001)
Validity
When we consider the validity of a research study we need to ask two basic questions. First, does
the study have sufficient controls to ensure that the conclusions we draw are truly warranted by
the data? and Second, can we use what we have observed in the research situation to make
generalizations about world beyond that specific situation. The answer to these two questions
address the issues of internal validity and external validity respectively. (Leedy, Ormrod, 2005)
Reliability
Reliability of a measurement instrument is the extent to which it yields consistent results when
the characteristics being measured has not changed. (ibid)
A researcher can enhance the reliability of a measurement instrument in several ways. First, the
instrument should always be administered in a consistent fashion: In other words, there should be
standardization in use of the instrument from one situation or person to next. Second, to the
extent that subjective judgements are required, specific criteria should be established that dictate
the kinds of judgements the researcher makes. And third, any research assistants who are using
the instrument should be well trained so they can obtain similar results. (ibid)
In our case, validity and reliability will be achieved by focusing on key services and relevant
expectations from citizens as results from the questionnaires. The validity will be ensured
throughout research by using relevant literature and the questionnaire will be formulated to
collect the expected information. Although in qualitative and partially quantitative research
approaches it is hard to maintain the reliability but we shall try to attain it by managing the
contents, sequence and physical layout of questionnaires.
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 4
Empirical Data Collection
We shall discuss now how we have formulated our survey questionnaire for data collection on
the basis of research question. We have distributed questionnaire electronically to our
respondents.
 4.1 Focused Region
We have focused on Pakistan for finding the e-Services from the Government. To embark on an
aggressive program to improve efficiency and provide quality services to the citizens of Pakistan,
information technology must be inducted at all levels of government. This induction and its
effective utilization will also help in motivating others to follow suit, since the government has a
large bearing on all segments of the society. (www.e-Government.gov.pk)
Official Name: Islamic Republic of Pakistan
Total Area: 796,095 Sq. km
Population: 153.96 million (E)
Internet Connections: 2 Millions
Literacy rate:53%
Education: Primary Schools
155,000
Middle Schools
28,728
High Schools
16,100
Secondary Vocational Institutions 636
Arts & Science Colleges
1,066
Professional Colleges
382
Universities
51
Source: (www.infopak.gov.pk)
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Pakistan e-Government Vision:
To harness the potential of Information Technology
as a key contributor to development of Pakistan.
(www.e-Government.gov.pk)
Pakistan e-Government Mission: Rapidly develop the infrastructure in synchrony
with the creation of excellently trained individuals and teams. Direct these at
transforming our society into a prosperous and dynamic one-one that values and benefits
from the creation and free flow of information and knowledge. Encourage and assist the
entrepreneurial spirit, and make the fruits of this technology available to every citizen.
(ibid)
4.2 The Case of Pakistan
According to the survey conducted by UN in 2006, The Pakistan comes under Mid-range
scoring countries by utilization of e-Government (Mid-range scoring countries ((percent
utilization = 34 - 66%)) Pakistan’s relatively new national portal – Pakistan.Gov
http://www.pakistan.gov.pk aims at progressively making all services and information accessible
through the portal. Emulating some best practices in the developed world it employs the tagline
“The Official Web Gateway to the Government of Pakistan” aiming at a true one stop citizen
service in the future. Pakistan’s improved position in the global rankings by 15 points is also
explained by the establishment and further development of an associated e-forms portal,
http://www.forms.gov.pk, which is a well developed site that displays the country’s long-term
vision of an integrated portal. (www.unpanl.un.org)
4.3 Government citizen relationship
Pakistan Government is trying to enhance and establish e-Government infrastructure as this is
mentioned in e-Government directorate at e-Government Strategy and 5-Year plan
(http://www.e-Government.gov.pk/). Which will bring more awareness, bring more citizens to
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the utilize e-Services, better understanding, better services delivery and it is also mentioned in
UN report.
Pakistan’s strategy of e-Government development is a simple and illustrative model of steady
incremental e-Government development: In the first phase it sought to integrate all services and
information across agencies in one place – a national portal. Second it consolidated all forms and
government materials and made it available online in a standardized format for ease of use of the
citizen. The next phases in the strategy are still under implementation. For example, while the
forms portal has a huge number of forms they are currently all in printable PDF format but not
submit table online yet. Given its clearly outlined integration strategy and upcoming initiatives,
which are also available at the site, Pakistan should continue its relative improvement in coming
years. (www.unpanl.un.org)
4.4 Questionnaire Formulation
The Questionnaire is in the form of simple Word document. The language used for questionnaire is
English. We have formulated the Questionnaire by stating survey purpose, about researchers and
where the research has been conducted. The first page has definitions of some important key terms as
ready reference for respondent on the following 3 pages there are 10 relevant questions.
There are many different types of data collection methods that can be used in any evaluation. Each
has its advantages and disadvantages and must be chosen in light of the particular questions,
timeframe, and resources that characterize the evaluation task. While some evaluators have strong
preferences for quantitative or qualitative techniques, today the prevailing wisdom is that no one
approach is always best, and a carefully selected mixture is likely to provide the most useful
information.
 (www.nsf.gov)
We have formulated our questionnaire by considering different factors and guidelines as
explained in the chapter 2 by asking both open ended and close ended questions. Our population
group has different daily routines which consequently motivate them to infer about various e-
Services from the Government, for this we have used some open ended questions. There are
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some certain areas where we want to confirm some factors or situations for these we have used
closed ended question.
4.5 The Questionnaire
In order to obtain high response rate the questionnaire has been focused to the chosen
respondents. The symmetry of questions has been maintained by sequencing the questions
accordingly. The necessary terms (mentioned in 2.1 and 2.2) have explained and guidance has
been provided where it is required.
We started by asking respondent about internet usage because e-Services are mainly concerned
with internet infrastructure. Therefore this is important to know how often people use internet.
This has been asked by a close ended question.
Second question is an open ended question which helps us to gather different suggestions about
why Government should provide e-Services. These suggestion will able us to narrow down the
importance of e-Services in the society.
There can be barriers in any development procedure, In Third and fourth questions; we asked if
there are barriers in implementing the e-Services. This can be helpful to understand different
problems and issues from the citizens’ point of view
 (mentioned in 2.5 and 210)
The Fifth, Sixth and seventh questions are about the current scenario of e-Services in Pakistan.
These are related to each other. The respondents are IT literate so it is important to ask them
either they are using the e-Services, how often and either there should be more e-Services
respectively; provided by the Government of Pakistan.
 (mentioned in 2.5 and 2.10)
Eighth question is the crux of this questionnaire. Respondents are asked in which e-Services or
activities they are interested as being part of the e-Government. We have given some examples
with this question to guide the respondents.
 (mentioned in 2.8 and 2.9)
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Then we have ninth question which is also an open ended question. Respondents are supposed to
give their suggestions are opinions about Government to Citizen e-Services. Every respondent
can feel free to express his/her feelings which can be necessary to articulate.
 (mentioned in 2.3
and 2.4)
Tenth question is about respondent personal details. Here we asked about their age group and
contact details.
We have selected a population group of age 21 to 40 years. All respondents are qualified and
have basic knowledge of IT. This population group consists of professionals and students having
more active development insight in the society. We have distributed questionnaire through e-
mails because it is the easiest and quicker way to communicate with the respondents.
The questionnaire sample is appended in appendix 1
 4.6 Survey Result
It was difficult to access suggestions from Pakistani community while living far from there. We
have used different online groups, certain community links and our own personal contacts from
Pakistan. A total of 500 e-mails were sent to certain population of Pakistani community. There
were 57 replies. Therefore 11.4% of replies were made available. Although it’s a small set of
replies but services and suggestions are significant. We also reminded them through e-mails and
phone calls to get maximum response.
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 Survey e-Mails Response
 89%
11%
Un-Answered
Answered
 Figure 1
Survey Response
The survey is not intended to provide a complete picture on the actual requirements of e-Services
expectations in Pakistan. It provides an overview of particular e-Services expectations from
certain population.
The following survey result presents 57 respondents. In response to every question citizens
responds varyingly. We shall now describe the response against every question which depicts
different features.
Every respondent answered the first question which shows a large number of respondents are
using internet in their daily routine as there were 53 such respondents. Only few people use
internet alternatively. Most of the respondents want e-Services because it will save the time,
money, and resources by getting increased efficiency and better communication among the
citizens and Government. This shows how current generation in getting converted towards online
usage. The respondents mentioned different types of barriers like lack of education and
awareness, Insufficient Electricity, Political Issues, Reliability and Security, High Internet Cost,
Low Bandwidth although few of the respondents did not mention any barrier. There are some e-
Services which are already available in e-Government of Pakistan. A total of 39 respondents use
these e-Services whenever they needed. Theses services are applying for jobs, Passport and
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36
National identity cards information services, license information, educational results, voting
results, Hajj information and State bank Services. There were 18 respondents who never used
any of the e-Services. All the respondents show high degree of intentions for more e-Services
implementation in Pakistan. In this response they have suggested a total of 327 e-Services of
their interest. This reflects their daily routines and most common required e-Services. These
services demand can stimulate further development process of e-Government in Pakistan
 4.7 Participation by different Age-Groups
There were 62 services suggested by 21-25 age-group. The maximum services were suggested
by age-group 26-30 which are 192 in number. The services suggested by age-group 31-35 were
73. There was no response from age-group 36-40 so we have excluded this age-group from the
analysis.
0
20
40
60
80
100
120
140
160
180
200
 e-Services suggested by each Age-Groups
 No. of Services
62
192
73
0
21-25
26-30
31-35
36-40
 Figure 2
Different age-group participation
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37
 4.8 Summary of Survey Findings
 The summary of all the information which was collected during the survey can be viewed as
follow:
Area
Main Findings
Internet Usage
• All the respondents have experience for internet usage
• 93% of the respondents use internet daily
• Remaining 7% are using it alternatively
• This indicates the large number of citizens are using internet which
will increase the online usage of e-Services and their value in the
social arena
• More online service conversion demands
e-Services essence
• Every respondent is interested to have e-Services
• They know about the potentials of e-Services by saving time,
money, resources ultimately getting more efficiency and
satisfaction
Barriers
• Pakistan is a developing country having less resources and
infrastructure problems
• The major issues are
i. Lack of education and awareness
ii. Insufficient Electricity
iii. Political Issues
iv. High Internet Cost with Lower Bandwidth
v. Reliability and Security
vi. Infrastructure problems
vii. Technology and Trained Staff
viii. Economic issues
e-Services Usage
• Citizens are not able to find the needed e-Services either in the
form of informative or interactive e-Services so availability and
awareness are still important issues
• Besides above mentioned problems Government is still providing
some e-Services
• According to respondent’s result few of them are using the
provided e-Services.
Intention
• Every respondent has recommended that there should be e-Services
from e-Government.
• 68% respondents use available e-Services when they needed
• 32% have not used any e-Services
Table 3
Survey Summary
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38
 5
Data Analysis
In this section we shall analyse the collected data. The data will be analysed using the relevant
theories and in the light of methodology already has been explained.
The respondents were given an abundance to express their interested e-Services and relevant
issues. This measures the user perception of usability and needs of e-Services with more
elaborative way. We have also got different suggestions or issues that shall be helpful putting
these e-Services into practice.
Pakistan is one of the developing countries According to (Journal of Global Information as
mentioned in 2.9) and the survey results Pakistan is also facing problems in Economy, Less
transparent Government policies and limited resources. This affects the overall productivity.
5.1 Barrier
5.1.1 Technical Staff and Government Officers
An important finding of survey was that more technical staff should be employed in
Governmental departments to get better utilization of full possible potential of e-Government for
the citizens. Many respondents told that Government staff and politicians should work more
efficiently. The allocation of budget should be utilized in proper way. This will enhance the
usage of different e- services provided by the Government and their utilization level will rise.
The low Internet access, IT illiteracy in Government employees and their inadequate usage also
causes in its widespread application. According to (Journal of Global Information Management)
developing countries does not have a staff, or has very limited in-house staff. Low computer
literacy and dedication of resources; many do not place e-Government at a high priority due to
lack of knowledge on the issue
5.1.2 Time and Resources
Survey Findings also show by using more efficient and effective e-Services, citizens will
increase their productivity in routine work, by saving time, money and resources. Some of
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39
respondents are looking for informative services but most of respondents mentioned both
informative and interactive services. Many respondents asked there should be one portal for all
the Government departments as (Richard Kerby, 2005, pp 1) said about this in the key challenges
faced by governments
5.1.3 Infrastructure and Awareness
Another important finding of survey was that challenges from the new technological revolution
and infrastructure problem. As most of our respondent said the key barrier for implementing e-
Services in Pakistan is its infrastructure. According to them, to facilitate the effective
communication there should be proper infrastructure having easy, reliable and culturally feasible
e-Services. They suggested citizen awareness training programs and certain benefits for the
promotion and increased usage of theses e-Services along with low cost Internet facilities.
According to the Journal of Global Information Management, infrastructure is also an issue for
developing countries in term of e-Government usage.
Citizen e-Services have been a key challenge for the Government. The survey results show there
should be involvement of such channels to make citizens well-aware which will increase their
skills and knowledge about e-Service. For example media can play role in this regard,
educational training programmes are also there.
 5.2 Citizens choices in developed country and Pakistan e-Govt.
According to (Richard D. Holowczak) Government services are constrained by the citizens
personnel choice which are based on different tasks and made applicable by the Government and
to make improvement in access of service to citizens. e-Government has made lot of investments
in this regrad. (Al-Kibsi et al., 2001; Sia and Neo, 1997; Chan and Pan, 2003).
This indicates that Government should take more responsibility for making these e-Services
applicable by providing easy access to the citizens. This is also abstracted from survey results
that Government of Pakistan needs to identify the importance of e-service to citizens and these
services should reflex the needs of citizens. An emphasis is also given by (Grönlund, 2005) and
centric (Scott, et al, 2005).
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40
The survey result locates that improvements are required for implementing e-Government
services in Pakistan. Overall results depicts that every body is looking for e-Government
facilities. Though lot of informative websites are available but still their usage is not so common.
To make them publicly accessible, Pakistan Government may need to follow a developed
country like USA or New Zealand as both these countries are already using same such e-
Services.
5.3 Vindication
A total of 327 e-Services are suggested by all respondents which have been grouped into 23 of
their respective categories (Figure.3). These contain 133 unique e-Services which are available in
Appendix 2. These are also identified as Informative, Interactive, Transactional and
Collaborative accordingly in Appendix 2. There are 20 Informative, 7 Interactive, 37
Transactional and 3 Collaborative e-Services. Remaining e-Services can be identified as
assortment of these types as Informative and Interactive Services are 24, Informative and
Transactional Services are 6. Interactive and transactional Services are 6. Informative, Interactive
and Transactional Services are 23. e-Services which comprises of all (Informative, Interactive,
Transactional and Collaborative) types are 5 in number.
 No. of Services Informative Interactive Transactional Collaborative
 4
7
37
3
24
6
6
23
5
Table 4
Distinct e-Services
Following chart shows all the collected e-Services which have been grouped into 23 different
categories. These groups contain some of e-Services which are repeated by different respondents.
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41
These groups are arranged from less number of e-Services i.e. (Agriculture: 2) to maximum
(Education: 40) except other group which consists of 25 various e-Services. Each age-group
response is represented by different colours and numbers in each bar. This shows number of e-
Services in each group.
Figure 3
Grouped e-Services
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42
The collected e-Services are arranged in Appendix 2. Every repeated e-Service is mentioned for
the single time along with its no. of responses from respondents e.g. in figure 4, the Category of
Education representing 20 different e-Services. Here 6 respondents are requesting for Online
Admission Process similarly the demand for the Online Educational Libraries is 4 times.
Figure 4
Educational e-Services
The most wanted e-Service was from the category of Utility Bills, there were 20 responses for
the e-Service Paying Bills. The second most inquired e-Service is Renewing Passports in the
category of Passport as 18 respondents asked for this.
Figure 5
Utility Bills e-Services
More details of these e-Services are provided in appendix 2
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43
 6
Conclusion
Based on the case study of Pakistan and survey result, we shall in this section conclude the
citizens expectations regarding e-Services. We have most of the time been discussing about the
e-Services expectations by the citizens of Pakistan.
Pakistan is still one of developing country and comes under Mid-range scoring countries by
utilization of e-Government and new towards e-Government but still no significant usage of e-
Services by the citizens of Pakistan as more measures are required.
The conclusion that can be made so far is based on our research question which was outlined in
first chapter.
What e-Services expectations are from Pakistani citizens towards e-Government?
The overall conclusion from the survey analysis and the case of Pakistan is that the interest and
e-Services expectations of citizens are increasing towards e-Government. Following are the
expected e-Services groups from most demanding order to least
Education, Taxation, Utility Bills, Passport, Jobs, National ID Card, Health and Care, Voting
System, Citizen Directory, Vehicle Registration, Birth/Death/Marriage Certificates, Driving
License, Hajj, Police, Banking, Customer Care, Travelling, Visa Processing, Construction,
Governmental Portal, Internet Facilities, Agriculture, Hunting and Fishing, Procurement, Social
Benefits, Export, Firm Registrations, Insurance, Judicial Systems, National Savings, State Parks,
TV/Radio License and others.
Citizens are also expecting improvement in the following areas:
Education and Awareness, Electricity, Political Issues, Internet Cost and Bandwidth, Reliability
and Security, Infrastructure, Technology and Trained Staff and Economic.
Finally, we came up with the above mentioned expectations from citizen’s point of view towards
e-Government. This can be a platform for the development of e-Government Services in the
Pakistan. The document will facilitate different readers to infer information of their interests.
Current situation of e-Government in Pakistan needs more detailed research work in this area so
that incremental policy can be implemented to make a physical step towards well informed
society.
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 6.1 Recommendations for e-Government
e-Services are presumed to be particularized concern of citizens and citizens have lot of
expectation from Government. The theory and analysis of survey conclude, in order to meet
citizens expectations Government should consider few more things
• Citizen’s participation must be increased in order to achieve maximum utilization of their
required e-Services.
• To accomplish public expectations, transparent policies along with certain step by step
viable goals should be maintained as per current circumstance. Therefore, Government
should start thinking more strategically about how e-Services can play role in the
enhancement of productivity and use of information in the public sectors at larger extent.
• A single portal can produce better communication concurrencies among the various
departments and the citizens.
• Awareness and Utilization should be encouraged at all levels.
• Flexibility with respect to language, culture, and citizen ease should also be considered.
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45
 7
Future Research
The work we did is a pilot study. This can be extended in future how certain e-Services can be
implemented successfully. By identifying various factors for example reliability, availability of
resources and societal needs etc. can be discussed individually, coming up with their strengths
and weaknesses. This will outcome with certain guidelines for the successful implementation.
Another study can be made in this area, how to Government to Citizen (G2C) e-Services
utilization can be increased in the society? In this regard special measures like certain
promotions, highlighting different benefits can be explored in detail to improve the citizen's
awareness about G2C e-Services.
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46
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I
 Appendix 1
 e-Government Services in Pakistan
Questionnaire
Survey Purpose: e-Services in e-Government have been used and implemented in most of the
countries and its usage continuously increasing. e-Government today allows countries like
Pakistan to leapfrog over multiple generations of technology to deliver efficient and cost
effective public services to citizens. Here the purpose of e-Government practice - carried out by
Haroon and Waqas students of Master Programme in Systems Sciences at Lulea University of
Technology, is to evaluate what kind of e-Services are required by the citizens of Pakistan from
Government.
e-Government: e-Government is defined as the usage of Information and Communication
Technologies (ICT) to support processes within the Government as well as for the delivery of
services to its consumers, including other organizations, citizens as well as businesses.
e-Service: An e-service is a piece of software that is part of the Government web system and
whose aim is to automate or partly automate one particular administrative process. This process
can be triggered by a request from a citizen.
e-Services can be used electronically for all interaction between citizens and government
agencies, availing services from the government, understanding the status of work in progress
and accessing results of the process. e.g. Obtaining birth certificates, requesting a vehicle
registration, applying for unemployment benefits, paying a parking fine, issuing a complaint on
the performance of the agency's staff etc.
Types of e-Services: There are two basic types of e-Services in e-Government
i. Informative e-Services
ii. Interactive e-Services
Informative Service: How and what information citizens can access through e-Government
portals. e.g. Online access market rates for farmers, forecast of possible pest attacks, Weather
forecast, education related information, Multilingual Portal, Job notifications etc
 .
 Interactive Service: How and in what e-enabled processes can citizens use e-Government to
interact with Government agencies (here user normally gives some input and gets relevant
information). e.g. including online submission of Hajj applications, routine automations like
application processing and notification, travel planning, registering child birth, registering death,
renewing driving licence, paying online taxes. etc.
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II
Please answer as many of the following questions as possible. You can add more space if
required. It will be highly appreciated for your comments and suggestions.
1.
How often, do you use Internet?
Daily
Weekly
Monthly
Yearly
2.
Why do you think there should be e-Services by the Government of Pakistan to
the citizens?
3.
Do you think, there are barriers in implementing Governmental e-Services in
Pakistan?
Yes
No
4.
If yes to question 3, please mention what kind of barriers these are?
5.
Have you ever used any e-Service(s) provided by the Government of Pakistan? If
yes, please write down their names
6.
How often, do you use e-Services from The Government?
Daily
Weekly
Monthly
Yearly
When Needed
Never
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III
7.
Do you think that Pakistan Government should implement more e-Services for
citizens?
Yes
No
8.
Please mention activities or e-Services which you think must be added in the e-
Government. (Add as many as u think)
e.g. Getting renewal of Passport, getting National Identification Card, Paying Tax,
Health and Care registration, Online Voting System etc.
9.
Please give your comments or suggestions about Government to citizen e-
Services in Pakistan?
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IV
10.
Please provide your details
a. Name:
b. Age Group:
21 – 25
26 - 30
31 - 35
36 - 40
c. Gender:
Male
Female
d. Occupation:
e. Country:
f. Duration spent in Pakistan:
g. e-Mail:
Note: Your personal detail will be kept confidential and will not be used for any other purpose.
Thanking you with anticipation
Haroon Shahzad.
Waqas Younas.
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V
 Appendix 2
Different e-Services required by Pakistani Citizens
 Service
#
Category
 Service Type
No. Of
Responses
 Education
1 Online Admission Process
Interactive,
Transactional
6
 2 Citizen awareness services
 Informative
6
 3 Online Educational Libraries
 Informative
4
 4 Seeing educational results and information
 Informative, Interactive
4
 5 Educational Services
 All
2
 6 Enrolment in the higher education
Interactive,
Transactional
2
 7 Virtual Universities Services
Informative, Interactive,
Transactional
2
 8 Online Education
 All
2
 9 Finding universities
Informative
1
 10 Training Courses by PITB
Informative, Interactive,
Transactional
1
 11 Application for Studies
 Interactive
1
 12 Academic Assignments
Informative, Interactive,
Transactional
1
 13 Exam Forms Submissions
Interactive
1
 14 Information for Students studying at abroad
Informative
1
 15
Federal Board of Intermediate and Secondary
Education in Pakistan
 All
1
 16 Educational Information Services
Informative
1
 17 Paying Education Fee
Transactional
1
 18 Online Tutorial Services
Informative, Interactive
1
 19 Public libraries
 Informative
1
 20 Govt Staff awareness services
 Informative, Interactive
1
 Taxation
21 Paying taxes
Transactional
15
 22 Paying Income Tax & Declaration
Transactional
8
 23 Property Tax Records
Transactional
2
 24 Tax Deduction and Reports
Informative
1
 25 Paying state taxes
Transactional
1
 26 Income Tax Records
 Transactional
1
 27 Tax Calculation, Payment and Refund Claim
Transactional
1
 28 Online Taxation System Services
 Informative, Interactive,
Transactional
1
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VI
29 Yearly income tax returns
Transactional
1
 Utility Bills
30 Paying bills
Transactional
20
 31
Utility Connections Services e.g. Electricity,
Gas, Telephone etc.
 Transactional
5
 32 Paying Parking Fees
 Transactional
1
 33 Utility services
Transactional
1
 Passport
34 Renewing Passports
Transactional
18
 35 Issuance of Passport
Transactional
4
 36 Passport Information
Informative
2
 37 Passport Services
 Informative, Interactive,
Transactional
1
 Jobs
38 Applying for jobs Online
Informative, Interactive
7
 39 Employment offers
 Informative, Interactive
3
 40 Job Opportunities
Informative, Interactive
2
 41 Recruitment Services
 Interactive
2
 42 Online Job Portal
Informative, Interactive
2
 43 Job information services
Informative, Interactive
2
 44 Man Power Services
 Informative, Interactive
1
 45 Job Searches by labour offices
Informative, Interactive
1
 46 Applying for Educational Jobs
Informative, Interactive
1
 National ID Card
47 Applying for NIC, NADRA
Transactional
16
 48 NIC information
Informative
2
 49 Issue and Renewal of NIC
Transactional
1
 50 NIC Verification (New and Old)
Transactional
1
 51 Paying NIC Fee
Transactional
1
 Health and Care
52 Health and Care Services
 Informative, Interactive
11
 53 Health related e.g. hospital appointment
Interactive,
Transactional
2
 54 Health and Care Registration
 Informative,
Transactional
5
 55
Accessing medical information from the national
institute of health
 Informative, Interactive
1
 56 Hospital appointments, Records
Informative,
Transactional
1
 Voting System
57 Voting on the internet
Transactional
15
 58 Voter registration
Interactive
1
 59 Online Polling Procedures in Government and in
Transactional
1
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VII
autonomous bodies
Citizen Directory
60 Getting Citizen Particulars
Interactive,
Transactional
6
 61 Changing of Addresses
Interactive,
Transactional
5
 62 Address and Telephone Directories
informative
1
 63
There should be data centre for related whole
population information
Informative, Interactive
1
 Vehicle Registration
64 Car Registration
Transactional
9
 65 Vehicle Registration and Confirmation
Transactional
2
 Birth/Death/Marriages (Certificates)
66 Birth registration
 Transactional
5
 67 Marriage registration
Transactional
3
 68 Amendment of birth certificate details
Transactional
1
 69 Death registration
Transactional
1
 Driving License
70 Renewing a driving license
Transactional
6
 71 Issue and Renewal of Driving Licenses
 Transactional
2
 72 Traffic Licence information
Informative, Interactive
1
 73 Applying for different Licenses
 Transactional
1
 Hajj
74 Hajj applications
Informative, Interactive,
Transactional
7
 75 Online Hajj service and booking
Informative, Interactive,
Transactional
1
 76
Hajj application, processing, flight
arrangements, etc., Umra application, etc.
Informative, Interactive,
Transactional
1
 Police
77 Declaration to the police
Interactive
1
 78 Police Services
All
1
 79 Applying NOC from Police
 Informative
1
 80 Reporting Crime and Records
 Informative,
Transactional
1
 81 Police System Information
Informative,
Transactional
1
 82 Traffic Police Information
Informative,
Transactional
1
 83 Traffic rules information
Informative
1
 84 Traffic Police Inquiries
Interactive
1
 85 Criminal record reports
Informative,
Transactional
1
 Banking
86 Online Banking Services
Informative, Interactive,
Transactional
6
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VIII
87 Online Banking Information
Informative, Interactive
1
 88 Bank Accounts Services
Informative, Interactive,
Transactional
1
 Customer Care
89 Stat Bank of Pakistan Complaint Service
Informative, Interactive
1
 90 Complaints about Problems in utility bills
Informative, Interactive
1
 91
Online Complaint Submit Services Regarding
Government Institutions
Informative, Interactive
1
 92 Telephone Inquires
Informative, Interactive
1
 93 Online health and care support
Informative, Interactive
1
 94
registering complaints about different
governmental services
 Interactive,
Transactional
1
 95 calling emergency services
Informative, Interactive
1
 Travelling
96 Online Booking for Travelling
Informative, Interactive,
Transactional
3
 97 All kinds of Reservations
Informative, Interactive,
Transactional
1
 98 e-Ticketing Services for Aeroplanes and Trains
Informative, Interactive,
Transactional
1
 99 Online PIA Ticket Booking
 Informative, Interactive,
Transactional
1
 100 Air lines information
Informative
1
 Visa Processing(Pakistan)
101 Visa Processing Information
Interactive
3
 102 Visa from Pakistan embassies
 Transactional
2
 Land and Construction
103 Land Records
Informative, Interactive,
Transactional
1
 104 Property Transfer
 Transactional
1
 105 Application for building permission
Transactional
1
 Government Portal
106 One online Government Portal
All
3
 Internet facilities
107 Low Price Internet Service
Informative, Interactive,
Transactional
2
 108 Internet facility Services
 Informative, Interactive,
Transactional
1
 Agricultural
109 Agricultural Reforms and Bank Loans
Transactional
1
 110 Farmer Education Trainings
 Informative, Interactive
1
 Others
111 Social Benefits
 Informative, Interactive,
Transactional
2
 112 Hunting and Fishing (License)
Transactional
2
 113 Applying Online
Informative, Interactive,
1
Page 64

IX
 Transactional
 114 Different Informative Services
 Informative
1
 115
Informational Services about different
organizations
 Informative
1
 116
Information regarding Hospitals, Parks,
Historical Places, Travel Guide
Informative
1
 117
Different Government Informative Services e.g.
Budget Reports etc.
 Informative
1
 118 Government Servant Salary Information
 Informative
1
 119 Towns Fund Information
Informative
1
 120 Tender notices
 Informative
1
 121
Quotations for Purchase of Government
accessories and Properties
Collaborative
1
 122 Online updates about political situations
Informative
1
 123
Online Shopping from Governmental Utility
Stores
 Transactional
1
 124
Online Surveys/Forums Services to get in touch
with People for their Policies.
 Collaborative
1
 125 Applying Online
Informative, Interactive,
Transactional
1
 126 e-Procurement Services
 Collaborative
1
 127 Firm Registrations
Transactional
1
 128 Insurance Policies
Informative, Interactive,
Transactional
1
 129 Judicial System Services
 All
1
 130 National Savings
Informative, Interactive,
Transactional
1
 131 State Park (information and reservations)
Informative, Interactive
1
 132 TV/Radio Licence
Informative, Interactive,
Transactional
1
 133 Online shipment process for goods
Informative, Interactive,
Transactional
1

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