Success At E-Governing: A Case Study of ESD Life in Hong Kong.
Business and Public Management
Most e-government initiatives are fully owned and operated by government organizations. While this approach has many advantages, it can be costly and become government-centric. In this paper, a commercial-centric approach to establishing an electronic service delivery (ESD) is presented. The Hong Kong ESDLife uses a commercially owned and run ESD platform, which allows for commercial activities to be co-hosted with government services. It also adopts a customer-centric approach to the marketing of its services. An analysis of its success factors in relation to suggested best practices had been carried out. Although there are indications that ESDLife has achieved user critical mass, there are issues related to its commercial-centric approach that need sensitive handling.