Towards Service Integration In Electronic Government Implementations

Service integration is the ultimate goal of electronic government projects all over the world where governments seek to provide integrated services to the public in more efficient and effective ways using “one stop portal". The general aim of this study is understanding the role of service integration in electronic government implementations by identifying the key pillars affecting service integration. The main contribution of this study is developing a model towards identifying these pillars. This model is based on studying and analyzing the critical factors affecting service integration in electronic government implementations by investigating the relevant literature. The construction of our model took into consideration the overall objectives, benefits and challenges of electronic government that mentioned throughout the literature. This paper provides a significant and new addition to the literature which is lacking such investigation regarding service integration in electronic government implementation in particular. The paper has shed a new light on the main concepts, definitions, characteristics, interactions, models, objectives, benefits, challenges and analytical bases for the topic. As a result, a model that is suggesting a set of key factors to accomplish service integration in electronic government implementations and clarifying the importance of service integration in electronic government implementations is proposed.