Dear Lemma Lessa,

Digitization and internetization of the functioning of offices and public institutions leads to the development of e-administration. The SARS-CoV-2 (Covid-19) coronavirus pandemic has accelerated the development of e-government. Citizens, including entrepreneurs, can settle all or almost all matters with offices and central and local government public institutions remotely, via the Internet, thanks to developed computerized e-administration systems. In the context of the ongoing internationalization and digitization of various business processes and social communication, the development of e-administration is becoming a necessity not only because of the obvious positive aspects, which include the convenience of remote e-administration systems, remote handling of various matters by citizens and the reduction of operating costs and increasing efficiency, shortening the time of handling citizens' affairs in offices and public institutions. An important issue is also the increase in the importance of the synergy of analogous changes taking place in various aspects of the functioning of people, companies and institutions consisting in increasing the scale of using the Internet and implementing ICT and Industry 4.0 information technologies into various processes. In recent years, the progress in the development of e-administration was also determined by the earlier development of electronic internet banking. In some countries, the most commonly used electronic signature standard used in signing documents sent via the Internet to e-companies, e-offices and e-institutions is the digital electronic signature standard used to encode access to an internet and / or mobile banking account. Therefore, it was possible to use commonly accepted and developed electronic standards in internet banking, remotely realized payments and settlements via the Internet, also as part of making payments and transferring financial transfers, including taxes and other levies, fees paid by citizens and entrepreneurs to offices and public institutions. Therefore, it was also possible to integrate online banking account profiles with online civic profiles set up by citizens and entrepreneurs for the purposes of remote communication and dealing with various matters with offices and institutions such as tax offices, social security system institutions, health service institutions, insurance companies, institutions of local government, institutional agencies of ministries, etc. Therefore, the development of e-administration is a necessary factor of progress in the ongoing digitization and internationalization of various spheres of human and economic activity. The carried out and improved digitization and internetization of public offices and institutions, the development of e-administration is one of the key factors in maintaining a high level of effectiveness of the state's functioning, the possibility of remote communication between citizens and state institutions, etc. in the conditions of the SARS-CoV-2 coronavirus pandemic (Covid- 19). Thanks to the digitization and Internetisation of public institutions and the development of e-administration, the functioning of people and business entities in the SARS-CoV-2 (Covid-19) pandemic is much simpler and more efficient than if there were no digitized public offices and if there were no developed e -administration.

Have a nice day, Stay healthy! Best wishes,

Dariusz Prokopowicz

In evaluation, sustainability usually refers to the likelihood that the net benefits from an intervention will last (or are likely to continue). Success typically refers to the achievement of an outcome whereby an intervention has generated (or is expected to generate) a significant positive and intended, higher-level effect. It follows that what linkages there might be between e-government "success" and e-government "sustainability" depend on the significance of an intervention's achievement along a results chain. In other words, accomplishing an output or, better, an outcome is not the same as delivering an impact. To wit, along a results chain, the success and sustainability of e-government will be conditioned by the location of achievements along such progressively demanding stages of development as (a) presenting; (b) assimilating; (c) reforming; (d) morphing; and (e) e-governance. The higher up the results chain, the better.

Yes there is a link.

When e-government or any other project succeeds the actors are motivated and willing to support the project in the present and future of the project; therefore making the project sustainable.

On the other hand, if the project fails (e-government in this case), it increases actors resistance to support the project for the present and future of the project, due to the loss of moral and trust in that failed project.

So, measuring e-government projects is important as it would place the current state against the desired state embodied in success criteria from actors involved in the project.

The important challenge though would resides in defining the success of the project in the view of stakeholders and then be able to define the adequate and corresponding measures of that success.

The European Union has an e-Government strategy (https://ec.europa.eu/info/business-economy-euro/egovernment_en) containin a number of "electronic" elements, which you could take as an example. Sustainable development is a core principle of the Treaty of the European Union and it includes e-Governments.

Lemma Lessa I think this could help

Conference Paper Sustainability of E-Government Success: An Integrated Research Agenda

The digital transformation is to take advantage of the maximum potential of digital technologies to improve the citizen's journey in interacting with the State.

The Government of Brazil has made several tools and solutions available to the agencies of the federal public administration to promote the transformation of public services, guided by the perspective of citizens and companies, seeking to simplify and offer services through digital channels. Such as:

Public services of the Government of Brazil are gathered in one place: on gov.br. There are more than 3,300 public services available, more than 50% entirely digital. To further improve access to public services, the government of Brazil is unifying citizens' registrations so that, with just one account, it is possible to access any of the public federal public services (https://www.gov.br/governodigital/pt-br/transformacao-digital/ferramentas/portal-gov.br).

The Digital Service Quality Model seeks to aggregate components that involve both the evaluation and the improvement of services. The evaluation component of the digital design of the services is divided into two dimensions: digital consistency, which measures the service's adherence to the federal government's digital transformation process, including the technological solutions adopted such as satisfaction assessment, design system, government access .br, among others; and the user experience, which assesses whether the information about the service and the request and follow-up process are appropriate for the user, as well as whether there is a continuous improvement process. In addition, the model also comprises a component centered on the perception of user satisfaction, which, hypothetically, is determined to some extent by the characteristics of the digital design of the services. Finally, a component related to the development of service standards is proposed, which should reflect the two previous components in quality improvement actions ( https://www.gov.br/governodigital/pt-br/transformacao-digital/ferramentas/modelo-de-qualidade-de-servicos-digitais).

Stay healthy!

Vladimir