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Case Details:
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Electronic Service Delivery Implementation and Acceptance Strategy                                                                                                                                                                                      
Product Ref: 02/149C Company: ESD Services Limited
HK SAR Government

Product Type: Case Industry: Public Sector & Non-Profit

Related Product(s): Teaching Note
In December 2000, the Government of the Hong Kong Special Administrative Region (HKSAR) launched the Electronic Service Delivery (ESD) Scheme, a flagship e-government project. The overall e-government strategy was to use a portal for the provision of electronic public services and commercial services, making the ESD portal ( a key element. The Government contracted a single private operator to implement and provide ESD services for five years. The contract was awarded in November 1999 to ESD Services Limited (ESDSL). This case discusses how the HKSAR developed the ESD's business model, which is a combination of Government-to-Citizen and Business-to-Citizen models, and how ESDSL is implementing it. It also focuses on the major challenges and issues that the private operator, ESDSL, faced in building, implementing and managing an e-government project. ESD is in its second year of implementation, and an immediate issue is the slow adoption of on-line transactions by the public, which is important in relation to the viability of the ESD's business model.
Functional Area : Management of Information Systems

Issues: Electronic Commerce, Government and Business
Length: Text: 11 pages
Exhibits: 5 pages
Country: Hong Kong SAR

Pub. Year: 2002 Level of Difficulty: 1
This product type is available in the following language(s):      English   Simplified Chinese
Related Information: N/A
This case is UGC funded.
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