A Formal Model for Quality of Service Measurement in e-Government

Quality is emerging as a promising approach to promote the development of services in e-Government. A proper Quality of Services is mandatory in order to satisfy citizens and firms´ needs and to accept the use of ICT in our life. This paper describes our ongoing research on QoS run-time measurement and preliminary ideas on the appliance of run-time monitoring to guarantee assurance of service applications. For this purpose, we also define and describe a formal model based on a set of quality parameters for e-Government services. These parameters can be useful both as a basis for understanding and assessing competing services, and as a way to determine what improvements are needed to assure citizens and firms satisfaction.