e-service by towhidul

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Course Title- Management Information SystemCourse Code-CIT-3303

Section- C

Report on E-service

Prepared ForSyed Mustafizur Rahman Chowdhury

Lecturer, Department of Business Administration

Northern university Bangladesh

Prepared By:

Towhidul Alam BBA 110103944

Shahrokh Akanda BBA 090103109

Sajal Kumar Singha BBA 090300991

Date of Submission: 23/07/2012


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Table of ContentsS.N Page No

1 Introduction 3

2 What is E-service? 4

3 Definition of different Writers 5

4 Issue and Considerations Classification of E-service

Challenges to E-services in the Developing World

E-service benefits and costs

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5 Advantages of E-service 8

6 Disadvantages of E-service 9

7 E- Service in Bangladesh 10

8 Impact of E- service 11

9 Conclusion 12

10 References 13

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Introduction

Information Technology is a powerful tool for accelerating economic development. Developingcountries have focused on the development of ICT during the last two decades and as a result, ithas been recognized that ICT is critical to economy and is as a catalyst of economic Development.So, in recent years there seems to have been efforts for providing various e-services in manydeveloping countries since ICT is believed to offer considerable potential for the sustainabledevelopment of e-Government and as a result, e-Services.

Many government agencies in developed countries have taken progressive steps toward the weband ICT use, adding coherence to all local activities on the Internet, widening local access andskills, opening up interactive services for local debates, and increasing the participation of citizenson promotion and management of the territory.

But the potential for eGovernment in developing countries remains largely unexploited, eventhough. ICT is believed to offer considerable potential for the sustainable development of

eGovernment. Different human, organizational and technological factors, issues and problemspertain in these countries, requiring focused studies and appropriate approaches. ICT, in general, isreferred to as an enabler, but on the other hand it should also be regarded as a challenge and aperil in itself. The organizations, public or private, which ignore the potential value and use of ICTmay suffer pivotal competitive disadvantages. Nevertheless, some eGovernment initiatives haveflourished in developing countries too, e.g. Brazil, India, Chile, etc. What the experience in thesecountries shows, is that governments in the developing world can effectively exploit andappropriate the benefits of ICT, but eGovernment success entails the accommodation of certainunique conditions, needs and obstacles. The adaptive challenges of eGovernment go far beyondtechnology, they call for organizational structures and skills, new forms of leadership,transformation of public-private partnerships.

Since its conceptual inception in the late 1780s in Europe and formal introduction in 1993 by theUS Government, the term E-Government has now become one of the recognized researchdomains especially in the context of public policy and now has been rapidly gaining strategicimportance in public sector modernization. E-service is one of the branches of this domain and itsattention has also been creeping up among the practitioners and researchers.

E-Service (or eService) is a highly generic term, usually referring to The provision of servicesvia the Internet (the prefix 'e' standing for electronic, as it does in many other usages), thus e-Service may also include e-Commerce, although it may also include non-commercial services(online), which is usually provided by the government. 'E-Service constitutes the online services

available on the Internet, whereby a valid transaction of buying and selling (procurement) ispossible, as opposed to the traditional websites, whereby only descriptive information areavailable, and no online transaction is made possible.'

Fundamental for e-services is the use of an information system (IS) as a performer in theinteraction between a service provider and customers. The significance of e-services is anemergent trend in the discipline of Information Systems, but the concept of service is not explicitly

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described. The significance of e-services is an emergent trend in the discipline of ServiceMarketing, but the IT perspective is narrow.

What is E-service?

E-services is the use of an information system (IS) as a performer in the interaction between a service provider andcustomers.

According Rust and Lemon (2001)"E-Service is providing consumers with a superior experience with respect tothe interactive flow of information."

Rust and Kannan (2002) state that"E-Service can be defined as the provision of service over electronic networkssuch as the Internet"

According to Goldkuhl & Persson (2006a), eService means that an external user (a citizen)interacts through a user interface of a public IT system based on web technology.

The concept ofE-service (short for electronic service), represents one prominent application ofutilizing the use of Information and communication technologies (ICTs) in different areas.However, providing an exact definition of e-service is hard to come by as researchers have beenusing different definitions to describe e-service. Despite these different definitions, it can be arguedthat they all agree about the role of technology in facilitating the delivery of services which makethem more of electronic services.

Rowley (2006) approach who defines e-services as: deeds, efforts or performances whosedelivery is mediated by information technology. Such e-service includes the service element of e-tailing, customer support, and service delivery. This definition reflects three main components-service provider, service receiver and the channels of service delivery (i.e., technology). Forexample, as concerned to public e-service, public agencies are the service provider and citizens aswell as businesses are the service receiver. The channel of service delivery is the third requirementof e-service. Internet is the main channel of e-service delivery while other classic channels (e.g.telephone, call center, public kiosk, mobile phone, television) are also considered.

E-Service is a benefit providing object of transaction that can be characterizedas an intangible process that is at least partially produced, marketed and consumed in asimultaneous interaction through electronic networks.

E-services, a business concept developed by Hewlett Packard (HP), is the idea that the WorldWide Web is moving beyond e-business and e-commerce (that is, completing sales on the Web)into a new phase where many business services can be provided for a business or consumer usingthe Web. Some e-services, such as remote bulk printing, may be done at a Web site; other e-services, such as news updates to subscribers, may be sent to your computer. Other e-services will

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be done in the background without the customer's immediate knowledge. HP defines e-services as"modular, nimble, electronic services that perform work, achieve tasks, or complete transactions."

Using HP's e-services concept, any application program or information resource is a potential e-service and Internet service providers (ISPs) and other companies are logical distributors or access

points for such services. The e-services concept also sees services being built into "cars, networkeddevices, and virtually anything that has a microchip in it." HP's vision is that IT departments willincreasingly address their needs in a modular way so that individual modules can potentially beaddressed by some e-service.

E-services an umbrella term for services on the Internet. E-services include e-commercetransaction services for handling online orders, application hosting by application service providers(ASPs) and any processing capability that is obtainable on the Web.

Classification of E-service

The term E-service has many applications and can be found in many disciplines. The twodominant application areas of e-services are:

E-Business (or E-Commerce): e-services mostly provided by businesses or Non-governmentOrganizations (NGOs) (private sector).

Business to Consumer(B2C)

Business to Business(B2B)

Business to Employee(B2E)

Business to Government(B2G)

E-government: e-services provided by government to citizens or business (public sector is thesupply side). The use and description of the e-service in this page will be limited to the context ofe-government only where of the e-service is usually associated with prefix public: Public e-services. In some cases, we will have to describe aspects that are related to both fields like someconferences or journals which cover the concept of e-Service in both domains of e-governmentand e-business.

Government to Citizen(G2C)

Government to Business(G2B)

Government to Employee(G2E)

Government to Government(G2G)

Examples of some popular e-service

E-Ticket (Bus, air, train)

E-Booking (hotel reservation)

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E-learning

E-banking/online banking

E-taxation

E-shopping

Challenges to E-services in the Developing World

The future of e-service is bright but some challenges remain. There are some challenges in e-service, as Sheth & Sharma (2007) identify, are:

Low penetration of ICT especially in the developing countries; Fraud on the internet space which is estimated around 2.8billion USD Privacy due the emergence of various types of spy ware and security holes, and

Intrusive characteristics of the service (e.g. mobile phones based) as customers may notlike to be contacted with the service providers at any time and at any place.

The first challenge and primary obstacle to the e-service platform will be penetration of theinternet. In some developing countries, the access to the internet is limited and speeds are alsolimited. In these cases firms and customers will continue to use traditional platforms. The secondissue of concern is fraud on the internet. It is anticipated that the fraud on the e-commerce internetspace costs $2.8 billion. Possibility of fraud will continue to reduce the utilization of the internet.The third issue is of privacy. Due to both spy ware and security holes in operating systems, there isconcern that the transactions that consumers undertake have privacy limitations. For example, bystealthily following online activities, firms can develop fairly accurate descriptions of customer

profiles. Possibility of privacy violations will reduce the utilizations of the internet. The final issueis that e-service can also become intrusive as they reduce time and location barriers of other formsof contract. For example, firms can contact people through mobile devices at any time and at anyplace. Customers do not take like the intrusive behavior and may not use the e-service platform.

E-service benefits

Lu (2001) identifies a number of benefits for e-services, some of these are:

Accessing a greater customer base Faster Communication Broadening market reach Alternative communication channel to customers Increasing services to customers Enhancing perceived company image Gaining competitive advantage Potential for increasing customer knowledge

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E-service cost factor

Some major cost factors are:-

Expense of setting up applications Maintaining applications Internet connection Hardware/software Security concerns legal issues Training; and Rapid technology changes Extinguishing Paranormal Beings

Advantages of E-Services

E-services allow customers shop or conduct other business from their homes. The proliferation ofthe Internet and Web based technologies has increased new transactions for business andconsumers known as e-services. These include a range of options for customers to shop, dobanking, book hotel and car reservations and much more through websites. It's now possible to dovirtually almost everything from your computer.

Less Manpower needed

The ability to shop from home predates the Internet. In the past consumers used mail ordersfrom catalogues or shopped over the phone. Companies needed to employ people to manuallyprocess those orders. E-services now allow stores to offer online shopping where customersplace their orders with a computer program, which instantly processes the order. Whilecompanies still need employees to package and prepare the order, e-services allow a companyto accept more orders from customers with greater speed.

24/7 service availability

The Internet never sleeps. Internet users can access a website 24-hours a day, seven days a

week. This means that e-services allow customers to place orders with a company's website atany time of the day or night. This is beneficial to consumers and the business providing theproduct or service.

Technical Support

While the ability to shop from home may predate e-services, this only allowed a customer topurchase physical products. E-services allow companies to provide technical services and

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support so the consumer won't need to leave his computer. One such service is income taxpreparation. Instead of going to an accounting office to work with an accountant, manycompanies offer customers the ability to pay for an online tool to help them prepare taxes. Thisgives the customers the convenience of doing these tasks whenever they wish, and lets thecompany collect revenue without having to pay an accountant to work personally with every

customer.

Lower cost

E-service lower cost of both customer and service provider

Faster communication

The Internet provides faster communication and access to almost unlimited types ofInformation

Easy Account Management

E-services allow companies to simplify administrative tasks related to managing a customer'saccount. For example, many banks offer e-banking that allows customers to check theiraccount balances, transfer money between accounts, apply for credit cards, and a variety ofother procedures. Previously the customer needed to physically visit a branch location.

Disadvantages of E-service

Lack of Security

Security continues to be a problem for online services. Customers have to feel confident about theintegrity of the payment process before they commit to the purchase.

System and Data Integrity

Data protection and the integrity of the system that handles the data are serious concerns.Computer viruses are rampant, with new viruses discovered every day. Viruses cause unnecessarydelays, file backups, storage problems, and other similar difficulties. The danger of hackersaccessing files and corrupting accounts adds more stress to an already complex operation.

System Scalability/slow down

A business develops an interactive interface with customers via a website. After a while, statisticalanalysis determines whether visitors to the site are onetime or recurring customers. If thecompany expects 2 million customers and 6 million shows up, website performance is bound toexperience degradation, slowdown, and eventually loss of customers. To stop this problem fromhappening, a website must be scalable, or upgradeable on a regular basis.

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Ecommerce is not free

So far, success stories in ecommerce have forced large business with deep pockets and goodfunding. According to a report, small retailers that go headtohead with ecommerce giants arefighting losing battle. As in the brickandmortar environment, they simply cannot compete on

price or product offering. Brand loyalty is related to this issue, which is supposed to be lessimportant for online firms. Brands are expected to lower search costs, build trust, andcommunicate quality. A search engine can come up with the best music deals, for example, yetconsumers continue to flock to trusted entities such as HMV.

Consumer Search is not efficient or Costeffective

On the surface, the electronic marketplace seems to be a perfect market, where worldwide sellersand buyers share and trade without intermediaries. However, a closer look indicates that new typesof intermediaries are essential to ecommerce. They include electronic malls that guaranteelegitimacy of transactions. All these intermediaries add to transaction costs.

Customer Relations Problems

Not many businesses realize that even ebusiness cannot survive over the long term without loyalcustomers.

Products People won't buy online

Imagine a website called furniture.com or living.com, where venture capitalists are investingmillions in selling home furnishings online. In the case of a sofa, you would want to sit on it, feelthe texture of the fabric etc. Beside the sofa test, online furniture stores face costly returns whichmake the product harder to sell online.

Corporate Vulnerability

The availability of product details, catalogs, and other information about a business through itswebsite makes it vulnerable to access by the competition. The idea of extracting businessintelligence from the website is called web framing.

High Risk of Internet Startup

Many stories unfolded in 1999 about successful executives in established firms leaving for Internetstartups, only to find out that their getrich dream with a dot.com was just that a dream.

E-Service in Bangladesh

Bangladesh is a developing country and its e-services are just moved from its initial stage todeveloping stage because still the peoples are Bangladesh are not aware of using Internet. Only

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some people, if we put them in exclusive group for example officials, students and some otherliterate persons can use Internet. Therefore accessibility, accountability, and transparency arethree most important parts of e-service, they are still not achieved due to unavailability ofinternet in rural areas, lacking in ICT s infrastructure. The national site not provides only information to citizens but also provides some necessary forms to download but they are not inan interactive manner to citizen.

In twentieth century we have witnessed an extensive growth of internet based services in our everysphere of life. The use of information technology has been a core element using by thegovernment as a communication way to its citizen. E-services delivery is present in developingcountries but the erudition is still in immaturity level. Most local governments only providepublished information and downloadable forms. Most local government sites provide only oneway communications. All are still at the basic level of publishing information online. Beforeimplementing and developing any e-services, the authorities should know the expectation to theservice from the users and it is also important to know the usability of the e-service in order todevelop it with more usability function so that the users will satisfy by using the service. Thisstudy is designed to take descriptive look at whether three e-services of Bangladesh government

are perceived usable by the citizens. The studies focused on the current usability level of thethree e-services and also find out the citizens expectation from those services. The overallconclusion is about the usability level of the e-services, expectations from the citizens, andsuggesting the usability criteria to make the e-service more usable.

E-service centers open in 64 districts

The nation moved one step forward towards 'Digital Bangladesh' as district e-service centres wereinaugurated simultaneously in 64 districts across the country on Monday,

E-Post:

Bangladesh Post Office introduced Electronic Mail Service in the name of E-Post from 16 Aug2000. ePost service enables people to send and receive messages or scanned images through e-mail from these Post Offices in the country. For the first time in the country, people whowould not normally have access to internet would be able to send and receive e-mail messageswithout possessing an e-mail id thereby bridging the digital divide in the arena ofpublic communication systems. Now the service is available in our 16 Head Post offices, namelyDhaka GPO, Chittagong GPO, Sylhet HPO, Moulavibazar HPO, Feni HPO, Comilla HPO,Noakhali HPO, Mymensingh HPO, Jessore HPO, Kushtia HPO, Barisal HPO, Bogra HPO andSirajgonj HPO ZIA. International Airport Post Office.

Bangladesh Bank eTender SystemBangladesh Bank introduces the online tendering system to facilitate the procurement process ofBangladesh Bank. The system will help you to participate in the local and internationaltender/procurement of Bangladesh Bank.

Other online services-

Online application for passport, online banking, online shopping, onlineregistration for university Admission etc.

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Impacts of E-service

Impacts on Individuals Rights and Privacy as more and more companies and government

agencies use technology to collect, store, and make accessible data on individuals, privacy

concerns have grown. Some companies monitor their employees' computer usage patterns in order

to assess individual or workgroup performance. Technological advancements are also making it

much easier for businesses, government and other individuals to obtain a great deal of information

about an individual without their knowledge. There is a growing concern that access to a wide

range of information can be dangerous within politically corrupt government agencies.

Impact on Jobs and Workplaces - in the early days of computers, management scientists

anticipated that computers would replace human decision-makers. However, despite significant

technological advances, this prediction is no longer a mainstream concern. At the current time, one

of the concerns associated with computer usage in any organization (including governments) is the

health risk such as injuries related to working continuously on a computer keyboard.

Government agencies are expected to work with regulatory groups in order to avoid these

problems.

Potential Impacts on Society despite some economic benefits of ICT to individuals, there is

evidence that the computer literacy and access gap between the haves and have-nots may be

increasing. Education and information access are more than ever the keys to economic prosperity,

yet access by individuals in different countries is not equal - this social inequity has become known

as the digital divide.

Impact on Social Interaction advancements in ICT and e-Technology solutions have enabled

many government functions to become automated and information to be made available online.

This is a concern to those who place a high value on social interaction.

Information Security - technological advancements allow government agencies to collect, store andmake data available online to individuals and organizations. Citizens and businesses expect to be

allowed to access data in a flexible manner (at any time and from any location). Meeting these

expectations comes at a price to government agencies where it concerns managing information

more specifically, ease of access; data integrity and accuracy; capacity planning to ensure the

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timely delivery of data to remote (possibly mobile) sites; and managing the security of corporate

and public information.

Conclusion

We are currently witnessing an evolution of Internet technologies that is going to bring electronic

services (e-services) into everyday life and transform the way enterprises conduct electronic

business (e-business). In the near future, a few years according to some authors almost everything

may be an e-service, available from a Web site (e.g., e-service portal) or from anything having a

microchip in it (e.g., car, phone, TV, or fridge), and delivered through a pervasive infrastructure.

Todays monolithic systems will give way to dedicated e-services that can be dynamically

combined in order to achieve high-level tasks.

In the last years, alternative ways to the traditional service providing have been introduced, taking

advantage of the latest advances in information and communication technologies: e-government

for public administration services, e-commerce as an alternative to classic retail, e-education or

long distance education for those students that time and location dont allow them to attend

traditional classes, multimedia centers and virtual libraries for those looking to enrich their cultural

knowledge on demand, remote working that allows employees to perform their tasks from their

home office. Is not a news anymore that the Internet and the advanced technology has influenced

the way in which we perform our daily tasks, the way we live, the way we do business, the way we

shop, the way we learn, the way we communicate and the way in which we spend our spare time.

The alternatives to the traditional service providing, offer flexibility, speed and innovation.

Usability is one of the main issues that have to be addressed with the introduction of electronic

services. Usability is an issue due to individuals diversity and the need to operate a computer to

access electronic services. In order to increase usability, existing quality standards for products and

services need to be adapted to provide means to assess assure and improve the quality of e-

services.

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References

http://www.e-service.co.uk/

http://www.ehow.com/info_8524245_advantages-eservices.html#ixzz21LvQ3Wrt

http://www.acorntechcorp.com/SB/Acorn_SB2.pdf

http://www.utsc.utoronto.ca/~registrar/general/eservice

http://en.wikipedia.org/wiki/E-Services

http://www.irs.gov/taxpros/article/0,,id=109646,00.html

http://www.eservices.joburg.org.za/joburg/eservices#clkCntrl

Rowley, J. (2006) An analysis of the e-service literature: towards a research agenda. Internet

Research, 16 (3), 339-359

Sba.gov: United States Small Business Administration - http://sba.gov/

The Era of e-service, Roland T. Rust and P.K. Kannan, E-Service: new directions in

theory and practice ME Sharpe INC, 2002, pp. 3-21

Lu, J. (2001). Measuring cost/benefits of e-business applications and customer satisfaction,

Proceedings of the 2nd International Web Conference, 2930 November, Perth, Australia, 139-47.

A. Tiwana, B. Ramesh, E-services: problems, opportunities, and digital platforms

Proceedings of the 34th Annual Hawaii International Conference on System Sciences

(HICSS-34)-Volume 3, 3-6 Jan. 2001.

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