Quality Model for e-Government Processes at the University Level: a Literature Review

Electronic Government (EGOV) refers to the use of digital technologies for improving government interactions with citizens and businesses. A major area in EGOV research is service delivery, and several classifications are available to categorize services provided by government institutions. However, there are also EGOV services that are delivered by non-government entities, like public registries, universities, and others. In particular, universities are institutions that have their own internal democratic government and have a great degree of autonomy from the political government. This paper presents findings of a literature review of research work produced in the last five years on the area of EGOV and quality assessment of EVOV services, from a Computer Science perspective, with special focus on EGOV services delivered by universities.