A Framework for Public eServices Transparency

Different aspects of government transparency have been analyzed by the research community, but no structured framework was found concerning public eServices transparency. This article considers transparency from a service users' point of view and outlines a framework rooted in a systematic literature review, complemented by a selected literature analysis on the fields of eServices quality and public sector values. The framework defines the concept of ‘public eServices transparency' and characterizes the information that should be made available, according to different service user profiles. The aim is to assist practitioners from public administration to develop eServices and scholars to assess existing eServices transparency.