In December 2000, the government launched the Hong Kong Special Administrative Region (SAR) of the Electronic Service Delivery (ESD) scheme, a flagship e-government project. The entire e-government strategy was to use a portal for the delivery of electronic public services and commercial services, so that the ESD portal (www.esd.gov.hk) a central element. The government commissioned a single private operator to implement and ESD services for five years. The contract was awarded in November … Read more »

In December 2000, the government launched the Hong Kong Special Administrative Region (SAR) of the Electronic Service Delivery (ESD) scheme, a flagship e-government project. The entire e-government strategy was to use a portal for the delivery of electronic public services and commercial services, so that the ESD portal (www.esd.gov.hk) a central element. The government commissioned a single private operator to implement and ESD services for five years. The contract was awarded in November 1999 to ESD Services Ltd. (ESDSL). This case describes how the HKSAR ESD business model, which is a combination of government-to-citizen-to-citizen and business models, and how is developed ESDSL implementation. Also focuses on the major challenges and problems that faced the private operator, ESDSL in building, implementing and managing e-government project. ESD is in his second year of implementation and immediate problem is the slow adoption of online transactions by the public, which is important in relation to the viability of the business model ESD.
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from
Ali F. Farhoomand,
Marissa McCauley
Source: University of Hong Kong
17 pages.
Publication Date: Aug 15, 2002. Prod #: HKU223-PDF-ENG
Electronic Service Delivery Strategy implementation and acceptance HBR case solution

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