Importance of service integration in e-government implementations

Abstract

Service integration is one of the most critical issues affecting e-government implementations all over the world. Providing integrated services to citizens, businesses, and all other stakeholders involved in e-government at "one stop portal" is considered to be a big opportunity for governments to improve their services’ efficiency and effectiveness. This paper aims to provide a general background and theoretical foundation towards understanding the importance of service integration in egovernment implementations. To achieve this aim, a comprehensive literature review on e-government, in general, and service integration issue in particular, has been conducted. The paper has shed a new light on the main concepts, definitions, objectives, benefits, challenges, explanations and analytical bases for the topic. As a result of the comprehensive literature review, a model that clarifies the importance of service integration in egovernment implementations is proposed