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These factors included: establishing appropriate regulations for the implementation process; designing a viable collaborative\u2010service system; establishing a closely connected virtual organization; ensuring the participation of senior managers from all agencies; and obtaining the cooperation of the facilitators from various agencies (including appropriate merit and bonus incentives).<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>The real challenge for establishing the collaborative\u2010service web site was managerial \u2013 in combining the service processes of a dozen or more agencies to make the model work. Managerial issues that need to be addressed were the design of service processes, the overall organizational structure, the establishment of audit and supervision procedures, and the establishment an operational model for the web site.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>This web site serves as a successful \u201cone\u2010stop\u2010shopping\u201d model that increases customer satisfaction with the service quality of government agencies. 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