Developing a framework towards improving business analysis of integrated public e-service systems

Abstract

Businesses and governments globally are transforming their operations to capitalize on emerging ICTs for higher quality services. Businesses often evaluate emerging ICTs as a strategic medium to expand their products and services globally at a reasonably lower cost. Recently smart devices and connectivity are within reach for many people. Eservices is a general term for services offered to customers via the internet and other ICTs. Eservices extends to the sector of governance commonly referred to as public eService spread between different municipalities across SA. Development of public eService systems tend to be complex and rife with challenges. Efficient public facing systems require consideration of a wider range of Business Analysis (BA) aspects when compared to more well defined systems used in the private sector. Despite adherence of well accepted tools, methods and standards from the BA domain, challenges still persist. This study proposes a theoretical BA framework specifically to address the unique needs of creating public eService systems. Following a literature review, thematic analysis aided in the discovery of critical components of the proposed BA framework. The themes derived will assist with categorisation which will conceptualise each component and ensemble the framework.