E-public Services Evaluation, based on Citizens’ Perception,
(The Albanian Case)
ILIR TOMORRI*, REMZI KECO
Faculty of Economy and Agribusiness,
Agricultural University of Tirana, Tirana,
ALBANIA
*Correspondence Author
Abstract: - The development of Information and Communication Technology (ICT) in recent years has
significantly affected business activities in the private sector, as well as in the public sector. Over the years, there
has been a growing trend in utilizing technology to provide public services at national and global levels. In
Albania, the government and public agencies have faced challenges in implementing electronic services, aiming to
enhance the efficiency of public service delivery and meet the needs of citizens and society. The objective of e-
government is to cater to the general public’s expectations and satisfaction by offering valuable public services. In
this regard, an e-government platform plays a crucial role in facilitating the efficient provision of electronic
services, enabling citizens, businesses, and the public to interact successfully with the government and its
institutions. The increasing demand for electronic services in Albania is driven by citizens’ desire to improve the
quality of public service delivery. To assess the significance of electronic services, this study examines relevant
indicators on the e-Albania platform. A survey was conducted in the Tirana region of Albania, involving the
distribution and completion of 190 questionnaires. The variables were evaluated using a Likert scale (1-5 rating).
The main objective of this research is to assess citizen perception and evaluate the importance of electronic services
offered by the e-Albania platform, through measuring citizen’s perception.
Key-Words: - Electronic public services, e-Government, ICT, perception, performance.
Received: July 11, 2022. Revised: May 24, 2023. Accepted: June 25, 2023. Published: July 24, 2023.
1 Introduction
The effective allocation of public resources, strategic
investments, and the implementation of well-targeted
public policies play a vital role in determining the
performance of government services. This holds
particularly true when examining the realm of
electronic services. The utilization of technology in
public services through e-services has experienced a
significant upward trend globally and nationally.
Across the globe, governments and public agencies
are implementing digital transformation projects and
initiatives for a variety of reasons, one being
improving user experience and the other, cost
savings, [1]. The integration of Information and
Communication Technologies (ICT) in the public
sector not only translates to an adaptation of public
administration practices but also an enhancement of
service performance. The public sector is confronted
with new demands and expectations due to rapid
technological advancements. The continuous growth,
spread, and rapid use of ICT has helped many
governments to innovate and design public services
and change traditional methods of service delivery,
[2].
E-government serves as a fundamental pillar in
developing a comprehensive structure for public
services, leveraging technology and communication
to improve governmental agencies’ efficiency and
deliver high-quality services. Service design is
crucial to its delivery in the market and is particularly
important in the public sector, as governments are
obliged to provide access to services for the entire
population, [3]. Enhancing customer satisfaction,
fostering strong relationships with customers and
business partners, and reducing service delivery costs
are key drivers of electronic service delivery.
Information and Communication Technology (ICT)
has made it possible to reduce administrative costs
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and harness technology’s tremendous potential for
more efficient public services. Public electronic
services are provided to citizens by the government
using digital platforms, [4]. E-government platforms
are designed to provide services and share
information with citizens, enabling improvements in
government efficiency, administrative cost
reductions, and enhanced public service quality, [5].
Furthermore, e-government is considered a powerful
tool for governments to reduce costs, improve
transparency and accountability, enhance the quality
of public service delivery, and combat corruption.
Consequently, it is crucial to present indicators that
influence citizens' perception of electronic public
services and raise awareness regarding their
utilization. The objective of e-government revolves
around transactions and interactions among four
groups: citizens, businesses, government, and
employees. Citizen satisfaction with e-government
services is closely related to their perception and
usage of government platforms, and their trust in the
government. Through accessing e-services, citizens
can save time, reduce expenses, and have easier
communication access across all levels of the
government, [6]. The Albanian government to give
priority to the provision of digital services has drawn
up, Cross-Sectoral Strategy “Albania's Digital
Agenda”, which had three main objectives; 1) the
growth and promotion of electronic services for
citizens, businesses, and administration; 2) the use of
ICT in education, to overcome the digital divide, and
3) the consolidation of digital infrastructure in
Albania. However, when it comes to electronic
services in Albania, the adoption of technology has
posed challenges for the government, public
agencies, and citizens. The e-Albania platform serves
as the sole government platform, providing citizens,
businesses, and public administration personnel with
online access to public services. Through this
Government Platform, institutions and public
agencies interact with each other, to provide online
services to citizens. Over the past five years,
significant positive developments have been
observed in the variety and the number of services
offered through the government service platform,
indicating the government’s efforts to improve and
expand electronic public service provision.
The objectives of this study are:
to analyze the national context, highlight the
importance and user benefits of e- public services
via the government gateway,
to identify the main barriers and challenges
related to e-service usage through the
government gateway,
to evaluate citizen perception of public e-services
within the Government-to-Citizen (G2C) context.
2 Literature Review
An e-government portal plays a crucial role in
facilitating the efficient delivery of e-services and
enabling successful interactions between citizens,
businesses, and public institutions. It is important to
emphasize that the digitalization of public
administration services should not be pursued as an
isolated objective, but rather on a more global scale
to create value for both public powers and citizens,
[7]. The utilization of ICT goes beyond merely
increasing efficiency and effectiveness in internal
working procedures; it also serves as a means of
managing interactions with external users, such as
the provision of e-services by public administrations
for citizens, [8]. To develop citizen-centered e-
Government services, governments need to have a
clear understanding of what citizens desire from e-
government, [9]. Effective e-public services can only
be developed if governments offer citizen-centered
services that deliver tangible public value. The
factors affecting the quality of public service are;
access to the service; level of communication,
responsiveness to service; politeness and
professionalism of the administrative staff, reliability
and responsibility, as well as security and quality in
the provision of the service in question. Evaluating
the effectiveness of public services from the
perspective of the user/consumer is an opportunity to
discover the factors that hinder, or otherwise
facilitate their impact on society. The development of
the role of public administration in the provision of
social welfare has led to the decentralization of
public services to allow better access for citizens to
the services provided. The concept of public services
should be seen as an activity carried out by public
agencies to satisfy the interests of its citizens, [10].
E-government refers to the application and utilization
of ICTs in the public sector to ensure effective
service delivery, [11]. E-public services can be
considered crucial elements for economic
development, and therefore citizens and businesses
expect to access data and information flexibly. In this
context, the provision of e-services is closely linked
to effective management, sustainable economic
development, governance accountability,
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transparency, and decision-making, [12]. The level of
e-government services provided represents the extent
to which an e-government platform enhances the
delivery of efficient e-services to citizens, businesses,
and the public. The level of citizen interaction has the
potential to improve e-government efficiency,
thereby providing citizens with a high level of
service satisfaction, [13]. Considering citizens’
perceptions and attitudes towards electronic services
is an essential indicator for all public agencies that
serve the government, as it can influence citizens’
attitudes and behaviors, [14]. By measuring citizen
satisfaction, governments can improve their services,
leading to positive governance outcomes, [15]. E-
government is particularly important as it contributes
to higher levels of transparency, accountability, and
effectiveness in the public sector. It can help reduce
corruption and enhance the provision of more
efficient systems and services, [16]. This is
particularly important when considering that ICTs,
which are currently widely used platforms by many
citizens, were less usable a decade ago.
E-government platforms provide benefits for
citizens and businesses, allowing them to save time
and money by avoiding physical visits to offices,
reducing expenses related to paperwork, and ensuring
the accuracy of information transactions. It is crucial
to realize the benefits derived from implementing e-
government in various socio-economic contexts, with
the underlying expectation that public services
effectively address the needs and requirements of
citizens, [17]. Adopting a citizen-centered approach
enables the government to achieve significant
efficiency gains, improve service delivery levels,
enhance citizens’ satisfaction with government
services, and improve their overall quality of life.
Focusing on citizens in the context of public service
delivery represents a realistic approach and provides
an excellent opportunity for interaction between the
government and citizens. E-government must be
seriously considered, especially in developing
countries, for its potential to build stronger
institutional capacity, [18]. Citizens’ perceptions of
public services can, of course, change unevenly over
time, as citizens are exposed to a multitude of events
and policy changes, both nationally and globally,
[19]. Digital technologies played an indispensable
role in maintaining civil society during the COVID-
19 pandemic, supporting the provision of essential
public services, [20]. E-governance has the potential
to transform citizens from passive consumers of
services into active participants who can shape the
type of services they desire into the most effective
service structure. This involves promoting and
enhancing citizen participation, refining online
service delivery through analysis and evaluation,
benchmarking efficiency against alternative service
delivery methods, and measuring performance.
The e-government framework is presented in Figure
1.
Fig. 1: E-government framework
3 Methodology
To achieve the objectives of this study, a
combination of analysis and synthesis methods was
employed. To gain a clearer understanding of
citizens' perception of electronic services, primary
data was collected through semi-structured
interviews with citizens, supplemented by secondary
data.
The variables used in the questionnaire were
derived from relevant literature sources such as the
Government Survey by the United Nations, the e-
Government Benchmark by the European
Commission, and the e-Albania platform by the
National Information Society Agency (NISA), [20],
[21], [22]. To ensure alignment with the national
context, the main sections of the government
platform services were considered. Furthermore, the
study analyzed the perceptions of electronic services
from different groups of respondents, including
variations based on education level (higher or
secondary), residential area (urban or rural), and
employment sector (public or private).
Interviews/questionnaires were conducted face-
to-face with citizens in the biggest region of Albania,
Tirana. Due to constraints in terms of time and cost,
approximately 190 citizens/interviewees were
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randomly chosen. The indicators of the importance
and barriers of electronic services were measured
using the Likert scale (1-5 points).
The research questions addressed in this study are as
follows:
What is the level of citizen utilization of e-
services through the government gateway?
What are the benefits experienced by citizens
when using e-services through the government
gateway?
Which public service offered by the e-Albania
platform is considered most important?
What are the structural barriers related to the use
of e-services through the government gateway?
4 Results and Discussions
E-government encompasses the establishment of
inter-organizational relationships involving policy
coordination and implementation, as well as the
provision of services through online platforms or
other electronic channels to citizens. E-public
services have a crucial role in enhancing service
quality, increasing citizen satisfaction, and improving
the overall performance of public organizations. The
e-Government Indicators in Albania are presented in
Table 1.
E-government holds significant potential in
transforming public institutions’ operations and
service delivery to citizens. The e-Government
Survey stands as a prominent global report that
evaluates the progress of e-government development.
Through the e-Government Development Index
(EGDI), the survey assesses the advancement of e-
government at the national level and gauges the
effectiveness of e-government in delivering public
services.
Table 1. E-Government Indicators, in Albania
Indicators/
Year
EGDI
rank
EGDI
value
EPI
rank
2003
114
0.31
123
2004
110
0.34
97
2008
86
0.47
152
2010
85
0.45
86
2012
86
0.52
101
2016
82
0.53
55
2018
74
0.65
59
2020
59
0.74
36
2022
63
0.74
22
Source: United Nations, e-Government Survey, 2022
Based on the findings of the e-Government
Survey, 2022, [20], Albania demonstrates a well-
developed infrastructure and a skilled human capital,
positioning itself on a promising trajectory towards
achieving a high level in the e-Government
Development Index (EGDI). Examining the
aforementioned data related to the EGDI, Albania
has taken significant strides in advancing its e-
government initiatives. The reforms and initiatives
implemented within Albania aim to enhance the
quality of public services provided by governmental
institutions. Over the past five years, the e-Albania
platform has continually expanded and enhanced its
range of electronic services available to citizens and
businesses, showcasing notable improvements. The
number of users, electronic public services, and
transactions on the e-Albania platform are presented
in Table 2.
Table 2. The number of users, electronic public
services, and transactions on the e-Albania platform
Year
No of e-
services
No of users
No of
transactions
2013
14
49,738
683,207
2014
119
43,299
2,884,726
2015
248
76,731
11,420,798
2016
465
71,698
25,570,757
2017
527
151,439
26,624,830
2018
591
334,786
52,400,816
2019
601
302,068
70,224,089
2020
1,021
758,735
144,326,634
2021
1,212
628,296
215,835,976
2022
1,227
417,246
265,436,673
Source: National Information Society Agency, 2023
Based on the above data, the e-Albania platform
provided a total of 1,227 services in 2022, catering to
417,246 users who conducted approximately
265,436,673 transactions, [22]. As for the above
indicators, it is noted that there are obvious
differences in the results collected by the respondents
related to rural and urban areas. They are presented
in more detail in Figure 2 below.
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Fig. 2: Structure of respondents according to
residential area and education
Source: Authors’ results, 2023
The analysis of respondent data encompassed
their educational background, employment sector,
and residential area. Regarding the level of
education, there is a difference in the percentage of
respondents with about 27% higher in urban areas
than those in rural areas. After processing the data,
we conclude that there are no significant differences
in the level of familiarity with digital platforms and
services between employees in the public and private
sectors. The structure of respondents according to
employment and education is presented in Figure 3.
Fig. 3: Structure of respondents according to
employment and education
Source: Authors’ results, 2023
Based on the research objectives and after the
data analysis, it turns out that the respondents value
(maximally and very much important) services such
as: application for personal/family certificates,
application for passport and ID card, health care,
medical check-ups, driving license, vehicle taxes,
fines, ownership certificate, legalizations, certificate
of judicial status, certification for the payment of
contributions, high school diploma, and construction
permit, transport. While from the responses, they
place less value on (less and very little important)
business extract/registration, subsidies for farmers,
and customs agencies. The importance of electronic
services provided by the e-Albania platform is
presented in Figure 4.
Fig. 4: The importance of electronic services provided by the e-Albania platform
Source: Authors’ results, 2023
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Table 3. The main barriers to providing electronic services through the e-Albania platform
No
The barriers to providing electronic services
Maximally
Very
much
Averagely
Less
Very
Little
1
Lack of computer equipment, smartphones, etc.
n/a
2%
17%
33%
48%
2
Lack of Internet access
n/a
3%
18%
34%
44%
3
Lack of knowledge on the use of electronic devices
n/a
4%
29%
36%
31%
4
Age
1%
3%
27%
31%
39%
5
Level of information about the use of e-services
1%
4%
31%
40%
23%
6
Issues related to security and privacy
5%
11%
35%
32%
17%
Source: Authors’ results, 2023
Lastly, the main barriers to providing electronic
services through the e-Albania platform are presented
above in Table 3.
Referring to the data about the main barriers in
the provision of electronic services through the e-
Albania platform, it results that the respondents
value: issues related to security and privacy, the level
of information on the use of electronic services, the
lack of knowledge on the use of electronic devices
and age.
In accordance with the objectives of the study as
well as the methodology and structure of the
questionnaires, the indicators related to the gender of
the respondents, the area of residence, the level of
education, and the sector in which they are employed
were analyzed. The level of familiarity with the e-
government platform seems to be high (approx.
90%), although with a slight difference in urban
areas.
We measured and analyzed the 12 main sections
of the government platform services, from which it
turns out that 9 of them are massively used and
considered important, while three of them are less
used and rated moderately important.
It is noted that there is a relationship between the
level of use of services and the importance perceived
by users.
The results found by us regarding the barriers to
the use of services mainly correspond to the cited
literature as well as reports from international
organizations. This highlights such barriers and
concerns related to privacy, security as well as the
necessary skills in the use of digital devices and
technologies. The last indicator is closely related to
the age of the respondents, with a high level among
the elderly.
We think, based on the evidence, that an
increased effort is required on the part of public and
policy-making structures to reduce the differences in
the provision of electronic services, the so-called
“digital divide”.
5 Conclusions and Recommendations
Evaluation of e-services is an important aspect of the
decision-making process by managers and public
institutions and should always be based on indicators
that help in decision-making, providing better
performance for public agencies and institutions.
Based on the analyzed data, it is evident that
there is a noticeable discrepancy in the use of
electronic services based on urban and rural
residences. This difference is primarily attributed to
the lack of infrastructure and internet accessibility in
rural areas.
Regarding the findings, respondents identified
several key services as the most important. These
include services related to personal/family
certificates, applications for passports and ID cards,
health care, driving license, and ownership services.
Referring to data from the National Information
Society Agency (NISA) and the e-Government
Survey, it is apparent that Albania has made
significant progress in the past five years, leading to
increased utilization of electronic services offered by
the government and public agencies. The results
obtained largely align with the overall perception of
citizens regarding the most frequently used and
significant services.
Moving forward, the government and public
agencies should prioritize addressing challenges
related to enhancing the quality, security, level of
awareness, and information dissemination regarding
the use of e-public services by citizens.
In conclusion, comprehensive strategies and
policies are necessary to adopt a clear vision and
approach to overcoming obstacles and challenges. It
will therefore be necessary to make comprehensive
efforts to minimize the phenomenon of the "digital
division" mentioned above, as well as inequality in
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the possibilities of using public services that naturally
arise from the barriers identified in the study. This
approach will effectively improve the provision of
electronic services in alignment with citizens’
expectations.
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Contribution of Individual Authors to the
Creation of a Scientific Article (Ghostwriting
Policy)
The authors have contributed together in the
preparation of the paper, from problem formulation,
literature review, methodology, questionnaire
preparation, primary and secondary data collection
and analysis, to the conclusions and
recommendations.
Sources of Funding for Research Presented in a
Scientific Article or Scientific Article Itself.
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Conflict of Interest
The authors have no conflict of interest to declare.
Creative Commons Attribution License 4.0
(Attribution 4.0 International, CC BY 4.0)
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DOI: 10.37394/232018.2023.11.14
Ilir Tomorri, Remzi Keco
E-ISSN: 2415-1521
165
Volume 11, 2023