Role of Information Technology Infrastructure Library in E-Government

Problem statement: The E-Government implementation has achieved by many countries. This is meant to improve the delivery of public services to citizens, business and governmental departments alike. Different strategies are used to build E-Government infrastructure and deliver its services to the public. The degree of success that is achieved by different E-Governments in terms of service level and quality of service varies significantly. Approach: The objective of achieving e-Governance goes far beyond mere computerization of standalone back office operations. Strict measures are required to help E-Governments evaluate the service level and assess the quality of service. Results: In this study we introduce the E-Government strategies, perspectives, implementation, transformation and their major problems. In this context, the role of Information Technology Infrastructure Library (ITIL) is reviewed. Conclusion: Dubai E-Government (DeG) which was officially launched in December 2001 is selected as a case study for service management assessment based on ITIL standards. Two main areas of DeG service management were selected; service support and service delivery.