The concept of eService (or E-service, short for electronic service) represents one prominent approach to utilizing the use of information and communication technologies (ICTs) in different areas. eServices includes three main components: service provider, service receiver, and the channel of service delivery. All the activities are mediated by information technology. The main objective of improving eServices is cost reduction and better profitability. In addition, increased customer satisfaction, better service experience, better availability of services as well as making transactions easier will support transferring services to eServices.
Depending on the types of services, eServices consist of the right balance between the customer interface through which the Web pages and eServices are provided and service providers' service delivery processes. These factors are complementary and the benefits of eServices cannot be achieved unless developing both factors equally. The users of eServices can be divided into three main categories as follows:
- Service receiver (customers and partners)
- People processing transactions (professionals)
- Other interest groups (service providers)
In order to succeed in developing high quality eServices, it requires taking into consideration all the different aspects of user categories mentioned above as well as their specific needs for eServices. Finally, developing eServices is actually improving the service processes and factors that differentiate one service experience from another.