<s>
Electronic	O
services	O
or	O
e-services	B-Application
are	O
services	O
which	O
make	O
use	O
of	O
information	B-General_Concept
and	I-General_Concept
communication	I-General_Concept
technologies	I-General_Concept
(	O
ICTs	B-General_Concept
)	O
.	O
</s>
<s>
The	O
three	O
main	O
components	O
of	O
e-services	B-Application
are	O
:	O
</s>
<s>
For	O
example	O
,	O
with	O
respect	O
to	O
public	O
e-service	B-Application
,	O
public	O
agencies	O
are	O
the	O
service	O
provider	O
and	O
citizens	O
as	O
well	O
as	O
businesses	O
are	O
the	O
service	O
receiver	O
.	O
</s>
<s>
For	O
public	O
e-service	B-Application
the	O
internet	O
is	O
the	O
main	O
channel	O
of	O
e-service	B-Application
delivery	O
while	O
other	O
classic	O
channels	O
(	O
e.g.	O
</s>
<s>
E-service	B-Application
is	O
one	O
of	O
the	O
branches	O
of	O
this	O
domain	O
and	O
its	O
attention	O
has	O
also	O
been	O
creeping	O
up	O
among	O
the	O
practitioners	O
and	O
researchers	O
.	O
</s>
<s>
"	O
The	O
provision	O
of	O
services	O
via	O
the	O
Internet	O
(	O
the	O
prefix	O
'	O
e	O
 '	O
standing	O
for	O
‘	O
electronic’	O
,	O
as	O
it	O
does	O
in	O
many	O
other	O
usages	O
)	O
,	O
thus	O
e-Service	B-Application
may	O
also	O
include	O
e-Commerce	O
,	O
although	O
it	O
may	O
also	O
include	O
non-commercial	O
services	O
(	O
online	O
)	O
,	O
which	O
is	O
usually	O
provided	O
by	O
the	O
government.	O
"	O
</s>
<s>
"	O
E-Service	B-Application
constitutes	O
the	O
online	O
services	O
available	O
on	O
the	O
Internet	O
,	O
whereby	O
a	O
valid	O
transaction	O
of	O
buying	O
and	O
selling	O
(	O
procurement	O
)	O
is	O
possible	O
,	O
as	O
opposed	O
to	O
the	O
traditional	O
websites	O
,	O
whereby	O
only	O
descriptive	O
information	O
are	O
available	O
,	O
and	O
no	O
online	O
transaction	O
is	O
made	O
possible.	O
"	O
</s>
<s>
Lu	O
(	O
2001	O
)	O
identifies	O
a	O
number	O
of	O
benefits	O
for	O
e-services	B-Application
,	O
some	O
of	O
these	O
are	O
:	O
</s>
<s>
The	O
term	O
‘	O
e-service	B-Application
’	O
has	O
many	O
applications	O
and	O
can	O
be	O
found	O
in	O
many	O
disciplines	O
.	O
</s>
<s>
The	O
two	O
dominant	O
application	O
areas	O
of	O
e-services	B-Application
are	O
:	O
</s>
<s>
E-business	B-Application
(	O
or	O
e-commerce	O
)	O
:	O
e-services	B-Application
mostly	O
provided	O
by	O
businesses	O
or	O
non-government	O
organizations	O
(	O
NGOs	O
)	O
(	O
private	O
sector	O
)	O
.	O
</s>
<s>
E-government	O
:	O
e-services	B-Application
provided	O
by	O
government	O
to	O
citizens	O
or	O
business	O
(	O
public	O
sector	O
is	O
the	O
supply	O
side	O
)	O
.	O
</s>
<s>
The	O
use	O
and	O
description	O
of	O
the	O
e-service	B-Application
in	O
this	O
page	O
will	O
be	O
limited	O
to	O
the	O
context	O
of	O
e-government	O
only	O
where	O
of	O
the	O
e-service	B-Application
is	O
usually	O
associated	O
with	O
prefix	O
'	O
public	O
 '	O
as	O
in	O
"	O
public	O
e-services	B-Application
"	O
.	O
</s>
<s>
In	O
some	O
cases	O
,	O
we	O
will	O
have	O
to	O
describe	O
aspects	O
that	O
are	O
related	O
to	O
both	O
fields	O
like	O
some	O
conferences	O
or	O
journals	O
which	O
cover	O
the	O
concept	O
of	O
e-service	B-Application
in	O
both	O
domains	O
of	O
e-government	O
and	O
e-business	B-Application
.	O
</s>
<s>
Depending	O
on	O
the	O
types	O
of	O
services	O
,	O
there	O
are	O
certain	O
functionalities	O
required	O
in	O
the	O
certain	O
layers	O
of	O
e-service	B-Application
architectural	O
framework	O
,	O
these	O
include	O
but	O
are	O
not	O
limited	O
to	O
:	O
</s>
<s>
exchange	O
layer	O
(	O
Enterprise	B-Architecture
Application	I-Architecture
Integration	I-Architecture
–	O
EAI	O
)	O
,	O
</s>
<s>
presentation	O
layer	O
(	O
customer	O
interface	O
through	O
which	O
the	O
web	O
pages	O
and	O
e-services	B-Application
are	O
linked	O
)	O
.	O
</s>
<s>
So	O
,	O
in	O
recent	O
years	O
there	O
seems	O
to	O
have	O
been	O
efforts	O
for	O
providing	O
various	O
e-services	B-Application
in	O
many	O
developing	O
countries	O
since	O
ICT	O
is	O
believed	O
to	O
offer	O
considerable	O
potential	O
for	O
the	O
sustainable	O
development	O
of	O
e-Government	O
and	O
as	O
a	O
result	O
,	O
e-Services	B-Application
.	O
</s>
<s>
Following	O
are	O
a	O
few	O
examples	O
regarding	O
e-services	B-Application
in	O
some	O
developing	O
countries	O
:	O
</s>
<s>
Such	O
expectations	O
are	O
not	O
unique	O
to	O
this	O
country	O
,	O
and	O
in	O
this	O
regard	O
there	O
is	O
a	O
need	O
for	O
governments	O
to	O
recognise	O
that	O
the	O
implementation	O
of	O
e-government	O
systems	O
and	O
e-services	B-Application
affords	O
them	O
the	O
opportunity	O
to	O
enhance	O
service	O
delivery	O
and	O
good	O
governance	O
.	O
</s>
<s>
E-Services	B-Application
is	O
one	O
of	O
the	O
pilot	O
projects	O
under	O
the	O
Electronic	O
Government	O
Flagship	O
within	O
the	O
Multimedia	O
Super	O
Corridor	O
(	O
MSC	O
)	O
initiative	O
.	O
</s>
<s>
With	O
E-Services	B-Application
,	O
one	O
can	O
now	O
conduct	O
transactions	O
with	O
Government	O
agencies	O
,	O
such	O
as	O
the	O
Road	O
Transport	O
Department	O
(	O
RTD	O
)	O
and	O
private	O
utility	O
companies	O
such	O
as	O
Tenaga	O
Nasional	O
Berhad	O
(	O
TNB	O
)	O
and	O
Telekom	O
Malaysia	O
Berhad	O
(	O
TM	O
)	O
through	O
various	O
convenient	O
channels	O
such	O
as	O
the	O
eServices	O
kiosks	O
and	O
internet	O
.	O
</s>
<s>
E-commerce	O
is	O
another	O
growing	O
e-service	B-Application
in	O
the	O
United	O
States	O
for	O
both	O
big	O
and	O
small	O
businesses	O
.	O
</s>
<s>
Amazon.com	B-Application
is	O
the	O
largest	O
on-line	O
marketplace	O
in	O
the	O
country	O
with	O
annual	O
sales	O
of	O
$79	O
billion	O
.	O
</s>
<s>
E-services	B-Application
allows	O
businesses	O
to	O
reach	O
new	O
clientele	O
and	O
offer	O
new	O
services	O
.	O
</s>
<s>
Companies	O
such	O
as	O
eBay	B-Application
and	O
Etsy	O
have	O
achieved	O
great	O
success	O
,	O
with	O
eBay	B-Application
posting	O
a	O
net	O
income	O
in	O
2016	O
of	O
nearly	O
$9	O
billion	O
and	O
Esty	O
claiming	O
roughly	O
$200	O
million	O
in	O
profits	O
from	O
nearly	O
$2	O
billion	O
sales	O
.	O
</s>
<s>
The	O
majority	O
or	O
eBay	B-Application
's	O
business	O
is	O
conducted	O
in	O
the	O
United	O
States	O
but	O
it	O
does	O
a	O
great	O
deal	O
of	O
international	O
business	O
including	O
the	O
United	O
Kingdom	O
and	O
Germany	O
.	O
</s>
<s>
(	O
consider	O
rewording	O
)	O
This	O
causes	O
a	O
need	O
for	O
technological	O
growth	O
and	O
a	O
demand	O
for	O
increased	O
e-services	B-Application
.	O
</s>
<s>
By	O
the	O
end	O
of	O
2015	O
,	O
Tencent	O
's	O
WeChat	B-Application
messaging	O
app	O
reached	O
around	O
700	O
million	O
users	O
.	O
</s>
<s>
The	O
biggest	O
competitor	O
for	O
Tencent	O
is	O
Facebook	O
's	O
WhatsApp	B-Application
.	O
</s>
<s>
Baidu	B-Application
Is	O
the	O
most	O
visited	O
website	O
in	O
the	O
country	O
and	O
it	O
is	O
used	O
as	O
a	O
search	O
engine	O
and	O
has	O
an	O
annual	O
revenue	O
of	O
$10	O
billion	O
.	O
</s>
<s>
Google	B-Application
challenges	O
Baidu	B-Application
as	O
the	O
major	O
internet	O
search	O
engines	O
in	O
the	O
world	O
.	O
</s>
<s>
The	O
biggest	O
competitors	O
to	O
Huawei	O
is	O
Apple	O
and	O
Samsung	B-Application
.	O
</s>
<s>
The	O
future	O
of	O
e-service	B-Application
is	O
bright	O
but	O
some	O
challenges	O
remain	O
.	O
</s>
<s>
There	O
are	O
some	O
challenges	O
in	O
e-service	B-Application
,	O
as	O
Sheth	O
&	O
Sharma	O
(	O
2007	O
)	O
identify	O
,	O
are	O
:	O
</s>
<s>
The	O
first	O
challenge	O
and	O
primary	O
obstacle	O
to	O
the	O
e-service	B-Application
platform	O
will	O
be	O
the	O
penetration	O
of	O
the	O
internet	O
.	O
</s>
<s>
The	O
final	O
issue	O
is	O
that	O
e-service	B-Application
can	O
also	O
become	O
intrusive	O
as	O
they	O
reduce	O
time	O
and	O
location	O
barriers	O
of	O
other	O
forms	O
of	O
contract	O
.	O
</s>
<s>
Customers	O
do	O
not	O
take	O
like	O
intrusive	O
behavior	O
and	O
may	O
not	O
use	O
the	O
e-service	B-Application
platform	O
.	O
</s>
<s>
However	O
,	O
in	O
the	O
last	O
years	O
,	O
one	O
can	O
observe	O
appearing	O
of	O
different	O
e-services	B-Application
and	O
related	O
initiatives	O
in	O
developing	O
countries	O
such	O
as	O
Project	O
Nemmadi	O
,	O
MCA21	O
Mission	O
Mode	O
Project	O
or	O
Digital	O
India	O
even	O
more	O
,	O
in	O
India	O
;	O
Electronic	O
Government	O
Directorate	O
in	O
Pakistan	O
;	O
The	O
E-government	O
citizen	O
program	O
in	O
Iraq	O
;	O
E-government	O
Development	O
Center	O
in	O
Azerbaijan	O
etc	O
.	O
</s>
<s>
A	O
considerable	O
amount	O
of	O
research	O
efforts	O
already	O
exists	O
on	O
the	O
subject	O
matter	O
exploring	O
different	O
aspects	O
of	O
e-service	B-Application
and	O
e-service	B-Application
delivery	O
;	O
one	O
worth	O
noting	O
effort	O
is	O
Rowley	O
's	O
study	O
(	O
2006	O
)	O
who	O
did	O
a	O
review	O
study	O
on	O
the	O
e-service	B-Application
literature	O
.	O
</s>
<s>
Some	O
of	O
the	O
major	O
keywords	O
of	O
e-service	B-Application
as	O
found	O
in	O
the	O
e-government	O
research	O
are	O
as	O
follows	O
:	O
</s>
<s>
This	O
definition	O
can	O
be	O
brought	O
into	O
the	O
context	O
of	O
e-service	B-Application
where	O
acceptance	O
can	O
be	O
defined	O
as	O
the	O
users’	O
willingness	O
to	O
use	O
e-service	B-Application
or	O
the	O
willingness	O
to	O
decide	O
when	O
and	O
how	O
to	O
use	O
the	O
e-service	B-Application
.	O
</s>
<s>
Users’	O
ability	O
to	O
access	O
to	O
the	O
e-service	B-Application
is	O
important	O
theme	O
in	O
the	O
previous	O
literature	O
.	O
</s>
<s>
Recommendation	O
to	O
improve	O
accessibility	O
is	O
evident	O
in	O
previous	O
literature	O
including	O
Jaeger	O
(	O
2006	O
)	O
who	O
suggests	O
the	O
following	O
to	O
improve	O
e-services	B-Application
’	O
accessibility	O
like	O
:	O
design	O
for	O
accessibility	O
from	O
the	O
outset	O
of	O
website	O
development	O
,	O
Involve	O
users	O
with	O
disabilities	O
in	O
the	O
testing	O
of	O
the	O
site	O
Focus	O
...	O
on	O
the	O
benefits	O
of	O
an	O
accessible	O
Web	O
site	O
to	O
all	O
users	O
.	O
</s>
<s>
(	O
2007	O
)	O
,	O
for	O
a	O
simple	O
e-service	B-Application
,	O
the	O
needs	O
for	O
knowledge	O
and	O
skills	O
,	O
content	O
and	O
procedures	O
are	O
considerably	O
less	O
.	O
</s>
<s>
This	O
theme	O
is	O
concerned	O
with	O
establishing	O
standards	O
for	O
measuring	O
e-services	B-Application
or	O
the	O
best	O
practices	O
within	O
the	O
field	O
.	O
</s>
<s>
Digital	O
divide	O
is	O
considered	O
one	O
of	O
the	O
main	O
barriers	O
to	O
implementing	O
e-services	B-Application
;	O
some	O
people	O
do	O
not	O
have	O
means	O
to	O
access	O
the	O
e-services	B-Application
and	O
some	O
others	O
do	O
not	O
know	O
how	O
to	O
use	O
the	O
technology	O
(	O
or	O
the	O
e-service	B-Application
)	O
.	O
</s>
<s>
Most	O
of	O
the	O
reports	O
and	O
the	O
established	O
criteria	O
focus	O
on	O
assessing	O
the	O
services	O
in	O
terms	O
of	O
infrastructure	O
and	O
public	O
policies	O
ignoring	O
the	O
citizen	O
participation	O
or	O
e-readiness	B-General_Concept
.	O
</s>
<s>
According	O
to	O
by	O
Shalini	O
(	O
2009	O
)	O
,	O
“	O
the	O
results	O
of	O
the	O
research	O
project	O
reveal	O
that	O
a	O
high	O
index	O
may	O
be	O
only	O
indicating	O
that	O
a	O
country	O
is	O
e-ready	O
in	O
terms	O
of	O
ICT	O
infrastructure	O
and	O
info-structure	O
,	O
institutions	O
,	O
policies	O
,	O
and	O
political	O
commitment	O
,	O
but	O
it	O
is	O
a	O
very	O
poor	O
measure	O
of	O
the	O
e-readiness	B-General_Concept
of	O
citizens	O
.	O
</s>
<s>
``	O
E-readiness	B-General_Concept
,	O
as	O
the	O
Economist	O
Intelligence	O
Unit	O
defines	O
,	O
is	O
the	O
measure	O
of	O
a	O
country	O
’s	O
ability	O
to	O
leverage	O
digital	O
channels	O
for	O
communication	O
,	O
commerce	O
and	O
government	O
in	O
order	O
to	O
further	O
economic	O
and	O
social	O
development	O
.	O
</s>
<s>
Implied	O
in	O
this	O
measure	O
is	O
the	O
extent	O
to	O
which	O
the	O
usage	O
of	O
communications	O
devices	O
and	O
Internet	O
services	O
creates	O
efficiencies	O
for	O
business	O
and	O
citizens	O
,	O
and	O
the	O
extent	O
to	O
which	O
this	O
usage	O
is	O
leveraged	O
in	O
the	O
development	O
of	O
information	B-General_Concept
and	I-General_Concept
communications	I-General_Concept
technology	I-General_Concept
(	O
ICT	O
)	O
industries	O
.	O
</s>
<s>
In	O
general	O
terms	O
,	O
the	O
definition	O
of	O
e-readiness	B-General_Concept
is	O
relative	O
,	O
for	O
instance	O
depending	O
on	O
a	O
country	O
in	O
question	O
's	O
priorities	O
and	O
perspective	O
.	O
</s>
<s>
As	O
opposed	O
to	O
effectiveness	O
,	O
efficiency	O
is	O
focused	O
on	O
the	O
internal	O
competence	O
within	O
the	O
government	O
departments	O
when	O
delivering	O
e-services	B-Application
.	O
</s>
<s>
Security	O
is	O
the	O
most	O
important	O
challenge	O
that	O
faces	O
the	O
implementation	O
of	O
e-services	B-Application
because	O
without	O
a	O
guarantee	O
of	O
privacy	O
and	O
security	O
citizens	O
will	O
not	O
be	O
willing	O
to	O
take	O
up	O
e-government	O
services	O
.	O
</s>
<s>
The	O
stakeholder	O
theory	O
suggests	O
that	O
need	O
to	O
focus	O
on	O
all	O
the	O
involved	O
stakeholder	O
s	O
when	O
designing	O
the	O
e-service	B-Application
;	O
not	O
only	O
on	O
the	O
government	O
and	O
citizens	O
.	O
</s>
<s>
The	O
perceived	O
effectiveness	O
of	O
e-service	B-Application
can	O
be	O
influenced	O
by	O
public	O
’s	O
view	O
of	O
the	O
social	O
and	O
cultural	O
implications	O
of	O
e-technologies	O
and	O
e-service	B-Application
.	O
</s>
<s>
The	O
benefits	O
of	O
e-services	B-Application
in	O
advancing	O
businesses	O
efficiency	O
and	O
in	O
promoting	O
good	O
governance	O
are	O
huge	O
;	O
recognizing	O
the	O
importance	O
of	O
these	O
benefits	O
has	O
resulted	O
in	O
number	O
of	O
international	O
awards	O
that	O
are	O
dedicated	O
to	O
recognize	O
the	O
best	O
designed	O
e-services	B-Application
.	O
</s>
<s>
The	O
aim	O
of	O
Awards	O
is	O
to	O
encourage	O
the	O
deployment	O
of	O
e-services	B-Application
and	O
to	O
bring	O
the	O
attention	O
to	O
best	O
practices	O
in	O
the	O
field	O
.	O
</s>
<s>
Philippines	O
e-Service	B-Application
Awards	O
(	O
Started	O
2001	O
)	O
Categories	O
:	O
Outstanding	O
Client	O
Application	O
of	O
the	O
Year	O
,	O
Outstanding	O
Customer	O
Application	O
of	O
the	O
year	O
,	O
Groundbreaking	O
Technology	O
of	O
the	O
Year	O
,	O
Most	O
Progressive	O
Homegrown	O
Company	O
of	O
the	O
Year	O
.	O
</s>
<s>
There	O
are	O
some	O
journals	O
particularly	O
interested	O
for	O
“	O
e-Service	B-Application
“	O
.	O
</s>
