**7. Discussion**

We have looked at development of electronic services and the challenges that this involves. The focus has been on services in the public sector, and they have been mapped against commercial e-business services. In this context interplay of several units, functions and organizations is needed – especially if the provided services are sophisticated, and providing users one-stop government e-services.

Development of electronic services - or information technology in general - requires connecting technologies and applications in order to provide solutions for users. There is a variety of underlying information infrastructures, applications and services that may be owned, maintained or developed by organizations from private or public sector (Ancarani, 2005; Sundgren, 2005). Similarly, development of e-Services is a combination of expertise and effort from people in the organization and from external environment.

The types of electronic services vary greatly in public sector. It is natural to expect that services are integrated into processes and information systems of the organization that provides them. However, in public sector organizations it is common that departments and units provide services to citizens rather independently. Departments have different processes and information systems which are not connected. In many cases information is stored in separate databases. This may be enough when services are oriented to information delivery between the public administration and the citizens. For example, providing downloadable documents and forms is simply offering documents in electronic format and making them accessible through the internet.

Over time more services are developed, more features are added to existing services, and more enhanced, transactional services are developed (de Ruyter et al., 2001; Atkinson & Leigh, 2003; Asgarkhani, 2005). This is challenging as when services become more sophisticated the overall complexity increases. It has been noted that moving to services that are transactional is a big step (Howard, 2001). Transactional services require connectivity, information in other systems and data-bases needs to be accessed, combined and updated from users' interface through the web. This is challenging from the information systems viewpoint as the situation calls for connecting originally separate systems which may be based on different software and database structures.

Cooperation is a challenge for management of the development of electronic services. It is not uncommon that managers find themselves making decisions about technology for

innovation in question. In e-business relative advantage means that companies should offer better and preferably unique services to the customer if they want to distinguish themselves from other businesses (Tambini, 1999). The e–service must offer benefits over existing services and ways of doing things for attracting potential users and gaining "critical mass"

Relative advantage plays a role in formation of attitudes and behavior towards e-services. Also organizational reputation has an important influence on users. It has a strong positive impact on the customers trust in, quality perception of, and intention to use the e-service (de Ruyter et al., 2001). As a result, the reputation of the services becomes an impediment for

We have looked at development of electronic services and the challenges that this involves. The focus has been on services in the public sector, and they have been mapped against commercial e-business services. In this context interplay of several units, functions and organizations is needed – especially if the provided services are sophisticated, and

Development of electronic services - or information technology in general - requires connecting technologies and applications in order to provide solutions for users. There is a variety of underlying information infrastructures, applications and services that may be owned, maintained or developed by organizations from private or public sector (Ancarani, 2005; Sundgren, 2005). Similarly, development of e-Services is a combination of expertise

The types of electronic services vary greatly in public sector. It is natural to expect that services are integrated into processes and information systems of the organization that provides them. However, in public sector organizations it is common that departments and units provide services to citizens rather independently. Departments have different processes and information systems which are not connected. In many cases information is stored in separate databases. This may be enough when services are oriented to information delivery between the public administration and the citizens. For example, providing downloadable documents and forms is simply offering documents in electronic format and

Over time more services are developed, more features are added to existing services, and more enhanced, transactional services are developed (de Ruyter et al., 2001; Atkinson & Leigh, 2003; Asgarkhani, 2005). This is challenging as when services become more sophisticated the overall complexity increases. It has been noted that moving to services that are transactional is a big step (Howard, 2001). Transactional services require connectivity, information in other systems and data-bases needs to be accessed, combined and updated from users' interface through the web. This is challenging from the information systems viewpoint as the situation calls for connecting originally separate systems which may be

Cooperation is a challenge for management of the development of electronic services. It is not uncommon that managers find themselves making decisions about technology for

and effort from people in the organization and from external environment.

behind the service.

successful e-services.

providing users one-stop government e-services.

making them accessible through the internet.

based on different software and database structures.

**7. Discussion** 

which they are unprepared or even ill-equipped (Gil-García & Pardo, 2005). Successful development calls also for top management commitment, linkage to business, technical alignment, knowledgeable personnel and involvement of users (Pardo & Ho, 2004).

It is very important to look at services from user's perspective – whether they are connected to e-business or public services. As long as there are citizens that do not use electronic services organizations must to provide same service electronically and as a traditional service – the result is increased costs instead of cost savings. If the service is based on existing departments, administrative procedures and processes it may not be able to provide added value to the user. There is a need to do things differently, cross boundaries and redesign processes when designing e-Services. Hence, the work of developing and rebuilding government for the digital age is just beginning (Atkinson & Leigh, 2003).

The success of electronic services depends on whether users – digital citizens - find them valuable and start using them. In e-business solutions it has been found that sites need to be both easy to use and add value to the user, these are key attributes that increase the use of services (Igbaria et al. 1995; Lee & Turban, 2001; Lim et al. 2008). The added value lies in properties as "time-saving", "range of options" and "ease of use" (de Ruyter et al., 2001). The web sites should also provide enjoyable experiences, these kind of sites will probably be visited also in the future (Shang et al., 2005).

#### **8. References**


**9**

*1Polytechnic of Rijeka,* 

*1,2Croatia 3Slovenia* 

*2Faculty of Law, University of Rijeka,* 

**The Requirements for the Legal Regulation of** 

**1. Introduction: Users and IT (His highness the user and his court jester)** 

Sciences have therefore, been wrongly placed within "service industry sciences".

Definitions of Information System are numerous, as well are the seriously written textbooks that consider that subject. In most cases a pragmatic side of Information System is being emphasized. From the pragmatic aspect, Information System is connected to its users since it is made to match their needs. Nevertheless, a definition rarely explicitly addresses user, tough he is indirectly implied. If Information Systems are defined through users' relationships in usage of technical and technological systems, one usually applies to ICT or Information-Communication Technologies. (Kroenke, 2008) It is essential, out of numerous reasons, to differentiate Information Systems from computer solutions and backup to Information Systems and associated business systems. (O'Brien, 2003). Regardless to definition, business system and Information System are determined by user and his needs. Business processes realize those needs and materialize certain benefits, while effective performance of business processes requires timely information. Simultaneously, business activities are followed by routines and repetitions in usage and acquisition of needed information. Computer is an instrument that man releases primarily from wearisome activities that can be figured in automatic sequence of computer orders or complex calculations that would otherwise require much more time. Development of computer sciences has been followed by a constant need for Information Science education of all users. However, velocity of development of technical instruments and technological applicative solutions has frequently increased to higher levels than the educational level of users. Historically observed, Information Science hasn't necessarily separated term user into two basic groups: "material" or real user who applied services of computer applicative solutions and user who applied potentials of technique and technology in order to provide essential benefits and possibilities to a previous group. The latter group is made of experts and Information Scientists. ICT development has blurred border between these two groups. Out of user-user perspective, as time passed the Information Science education moved closer user-user to user-Information Scientist. Their relationship has during that time period been specific to service industry, respectively service, provider and user occurred. Information

**Commercial Relations in Cloud Computing** 

Ivan Pogarcic1, Marko Pogarcic2 and Matej Pogarcic3

*3Faculty of Civil and Geodetic, Engineering, University of Ljubljana,* 

