The Challenges of Promoting the Effectiveness of E-Commerce Agencies from the Viewpoint of Government Policymakers

The advent of information and communication technology today has opened up new opportunities for the growth and development of countries around the world. E-government is one of the important phenomena of the use of information and communication technology that has made many changes in the way of today's human life and has created new expectations. Governments need to use a variety of channels to deliver services that enable citizens to get the services they need at anytime, anywhere in the information technology context, to meet these expectations. Government service counter offices are one of the communication channels in Iran where government agencies provide services to citizens. Accordingly, the present study aims to identify the issues and challenges facing the counter offices in the framework of the interpretive paradigm and the qualitative approach. The target community is to identify challenges, experts, and practitioners, especially in the field of e-government and counter offices in Khorasan Razavi province. The intuitive judgment method was also used by snowball sampling technique to select the experts for the interviews. The main source of data is qualitative interviews with experts. The findings were interpreted in the context of the MaxQDA software and identified challenges in four domains of governance and policy making, service delivery organizations, counter offices and office customers. Finally, based on the identified challenges, strategies are presented in two policy-approach and executive-operational dimensions, which can be accepted in the policy-approach dimension of service firms as a subject in the field. The key to e-government and the institution of trustee for these firms is pointed out. In the executive and operational dimension, it is also suggested to revise and amend the bylaws as well as to use the ratings of firms to solve problems related to the quantitative and unbalanced development of e-services firms.