A Management Approach of E-government Service Capability: An ITIL Perspective

To coherently provide e-government service (EGS) at a proper cost and time, it is necessary to evaluate and management EGS capability according to the demand of public in the current and future. That is, effective capability management will help to prevent unnecessary investments and response timely to any changes in IT capabilities. So, this study discussed the concept and aims of EGS capability management based on the international best practices in the IT capability management firstly. Then, it analyzed the capability management processes, objects, primary steps, value of the EGS through construct the capability “Holding-Enhancement” model. Consequently, argued the benefits of EGS capability management was argued. Finally, case study on EGS capability management was carried out. The approach proposed in this paper might be helpful for the government IT managers to management EGS capability effectively and efficiently.