A structured methodology for assessing and improving e-services in digital cities

Many cities all over the world are making large investments for the construction of big network infrastructures, in order to offer to local public organizations, businesses and citizens high speed connectivity, and on top of them useful e-services, aiming to achieve various social and economic objectives. The value generated from these costly ‘digital city’ investments is actually the value provided to the citizens and businesses by the e-services that will be developed and run on these network infrastructures. This paper proposes and validates a structured methodology for assessing and improving e-services developed in digital cities. The proposed methodology assesses the various types of value generated by an e-service, and also the relations among them, allowing a more structured evaluation, a deeper understanding of the value generation process and also identification and prioritization of the improvements that should be made in the e-service with the usually scarce resources in municipalities. This methodology is applied for the evaluation of an e-learning service developed in the Greek city of Karlovassi for young citizens, and also for the prioritization of the necessary improvements in it. The above application provided positive and encouraging evidence concerning the validity, usefulness and applicability of the proposed method.