{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,3,5]],"date-time":"2026-03-05T22:18:51Z","timestamp":1772749131904,"version":"3.50.1"},"reference-count":14,"publisher":"Emerald","issue":"1","license":[{"start":{"date-parts":[[2006,1,1]],"date-time":"2006-01-01T00:00:00Z","timestamp":1136073600000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/www.emerald.com\/insight\/site-policies"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2006,1,1]]},"abstract":"Purpose<\/jats:title>This paper aims to present a conceptual framework for selecting and developing e\u2010government applications as part of an overall coherent strategy of e\u2010government service delivery (EGSD).<\/jats:p><\/jats:sec>Design\/methodology\/approach<\/jats:title>The framework proposed in this paper builds on and expands prior literature in the areas of e\u2010government and service delivery in organizations. Specifically, the framework extends Heskett's work in service delivery in organizations to the area of e\u2010government.<\/jats:p><\/jats:sec>Findings<\/jats:title>The strategic operations management framework for EGSD developed in this paper represents a response to the need for a more strategic point of view on the electronic delivery of government services. The framework consists of seven building\u2010blocks \u2013 four basic elements: market segmentation, service mode development, operations\u2010strategy redesign, and service delivery, in addition to three integrative elements: differentiation, leverage of value and alignment of strategy and system.<\/jats:p><\/jats:sec>Research limitations\/implications<\/jats:title>The framework fills two important voids in the area of government transformation to provide electronic services. First, it provides a precise framework and steps to implement successful e\u2010government applications. Second, the framework provides a tool for researchers through which e\u2010government studies can be organized and developed.<\/jats:p><\/jats:sec>Practical implications<\/jats:title>The framework developed in this paper is flexible enough to be adopted by governments at different levels; federal, state, or local and by developed and developing countries around the world. Further, it realizes the importance of having an integrated plan for e\u2010government projects.<\/jats:p><\/jats:sec>Originality\/value<\/jats:title>The framework developed in this paper guides delivering government services over the internet projects world\u2010wide. Also, it recognizes the ripple effect of fluctuating service levels before delving into an e\u2010government project.<\/jats:p><\/jats:sec>","DOI":"10.1108\/14637150610643724","type":"journal-article","created":{"date-parts":[[2006,6,30]],"date-time":"2006-06-30T03:11:33Z","timestamp":1151637093000},"page":"13-21","source":"Crossref","is-referenced-by-count":63,"title":["E\u2010government: a strategic operations management framework for service delivery"],"prefix":"10.1108","volume":"12","author":[{"given":"John F.","family":"Affisco","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Khalid S.","family":"Soliman","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022021419501952900_b1","unstructured":"Balutis, A.P. (2001a), \u201cE\u2010government 2001. Part I: Understanding the challenge and evolving strategies\u201d, The Public Manager, Spring, pp. 33\u20107."},{"key":"key2022021419501952900_b2","unstructured":"Balutis, A.P. (2001b), \u201cE\u2010government 2001. Part II: Evolving strategies for action\u201d, The Public Manager, Spring, pp. 41\u20105."},{"key":"key2022021419501952900_b3","unstructured":"Baum, C. and DiMaio, A. (2001), \u201cGartner's four phases of e\u2010government model\u201d, available at: http:\/\/gartner3.gartnerweb.com\/public\/static\/hotc\/00094235.html."},{"key":"key2022021419501952900_b4","unstructured":"Chase, R.B., Jacobs, F.R. and Aquilano, N.J. (2004), Operations Management for Competitive Advantage, 10th ed., McGraw\u2010Hill\/Irwin, New York, NY."},{"key":"key2022021419501952900_b5","unstructured":"Estrada, S.I. (2002), \u201ceProcurement by Mexico's federal government\u201d, available at: www.egov4dev.org\/mexeproc.htm (accessed August 2002)."},{"key":"key2022021419501952900_b7","unstructured":"Hallowell, R. (2002), \u201cVirtuous cycles: improving service and lowering costs in e\u2010commerce\u201d, Harvard Business School, Cambridge, MA, Module Teaching Note, 5\u2010802\u2010169."},{"key":"key2022021419501952900_b6","unstructured":"Heskett, J.L. (1986), Managing in the Service Economy, Harvard Business School Press, Cambridge, MA."},{"key":"key2022021419501952900_b8","unstructured":"Howard, M. (2001), \u201cE\u2010government across the globe: how will \u2018e\u2019 change government?\u201d, Government Finance Review, Vol. 17 No. 4, pp. 6\u20109."},{"key":"key2022021419501952900_b9","unstructured":"Kiran, G.R. (2002), \u201cFront\u2010end first: citizen payment at FRIENDS centres in Kerala\u201d, available at: www.egov4dev.org\/friends.htm (accessed August 2002)."},{"key":"key2022021419501952900_b10","doi-asserted-by":"crossref","unstructured":"Layne, K. and Lee, J. (2001), \u201cDeveloping a fully functional e\u2010government: a four stage model\u201d, Government Information Quarterly, Vol. 18 No. 2, pp. 122\u201036.","DOI":"10.1016\/S0740-624X(01)00066-1"},{"key":"key2022021419501952900_b11","unstructured":"Lovelock, C.H. and Young, R.F. (1979), \u201cLook to customers to increase productivity\u201d, Harvard Business Review, Vol. 57 No. 2, pp. 168\u201078."},{"key":"key2022021419501952900_b12","unstructured":"North Carolina Information Resource Management Commission (2001), \u201cE\u2010government \u2013 using technology to transform North Carolina's governmental services and operations in the digital age\u201d, Report for the General Assembly, February."},{"key":"key2022021419501952900_b13","unstructured":"Sharma, S.K. and Soliman, K.S. (2003), \u201cDigital divide and e\u2010government implementation\u201d, Proceedings of the Fourth Global Information Technology Management World Conference, Calgary, Canada, June 2003."},{"key":"key2022021419501952900_b14","unstructured":"World Bank Group (2003), \u201cA definition of e\u2010government\u201d, available at: www1.worldbank.org\/publicsector\/egov\/definition.htm (accessed February 28, 2003)."}],"container-title":["Business Process Management Journal"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/www.emeraldinsight.com\/doi\/full-xml\/10.1108\/14637150610643724","content-type":"unspecified","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637150610643724\/full\/xml","content-type":"application\/xml","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/14637150610643724\/full\/html","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2025,7,25]],"date-time":"2025-07-25T00:35:49Z","timestamp":1753403749000},"score":1,"resource":{"primary":{"URL":"http:\/\/www.emerald.com\/bpmj\/article\/12\/1\/13-21\/257435"}},"subtitle":[],"editor":[{"given":"Khalid S.","family":"Soliman","sequence":"first","affiliation":[],"role":[{"role":"editor","vocabulary":"crossref"}]}],"short-title":[],"issued":{"date-parts":[[2006,1,1]]},"references-count":14,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2006,1,1]]}},"alternative-id":["10.1108\/14637150610643724"],"URL":"https:\/\/doi.org\/10.1108\/14637150610643724","relation":{},"ISSN":["1463-7154"],"issn-type":[{"value":"1463-7154","type":"print"}],"subject":[],"published":{"date-parts":[[2006,1,1]]}}}