E-services (electronic services) are services which make use of information and communication technologies (ICTs). eServices Technology is an innovative, agile software company built on the entrepreneurial spirit, providing digital payment solutions for first responders, nonprofits, schools, businesses, and municipalities.
The three main components of e-services are:
- Service provider
- Service receiver
- The channels of service delivery (i.e., Technology)
For example, with respect to public e-service, public agencies are the service provider and citizens as well as businesses are the service receiver. For public e-service the internet is the main channel of e-service delivery while other classic channels (e.g. telephone, call center, public kiosk, mobile phone, television) are also considered.
Since its inception in the late 1980s in Europe and formal introduction in 1993 by the US Government, the term ‘E-Government’ has now become one of the recognized research domains especially in the context of public policy and now has been rapidly gaining strategic importance in public sector modernization. E-service is one of the branches of this domain and its attention has also been creeping up among the practitioners and researchers.
E-service (or eservice) is a highly generic term, usually referring to
“The provision of services via the Internet (the prefix ‘e’ standing for ‘electronic’, as it does in many other usages), thus e-Service may also include e-Commerce, although it may also include non-commercial services (online), which is usually provided by the government.”
Self-Services Technologies
SST or Self Service Technologies enable users or customers to enjoy a service without even interacting with any service providers. With the help of Self Service Technology, the lives of users and businesses become easier, as SST fulfills the requirements, needs, or demands of people without the need of a representative.
Self-service technologies (SSTs) are technological interfaces allowing customers to produce services independent of involvement of direct service employee. Self-service technologies are replacing many face-to-face service interactions with the intention to make service transactions more accurate, convenient and faster.
The technology-readiness of SST makes it powerful in impacting customers’ choices. And that is why businesses/companies around the world are opting for this.
Self-Service Technology aids in providing services that have independently changed customer interaction. Barring the usage of front-line service employees, all of the emphasis has been outpoured in generating positive outcomes.
The dynamics that come into play often include services enlisted on the web or offline through service kiosks. The service encounters have much to the relief of promoted communication with service providers through technological delivery options.
Examples:
- Automated Teller Machines or ATM’s
- Self-Service Desks at Airport
- Supermarkets
- Self-Serviced Gas Stations
- Automated Technology in Hotels
- Self-Parking
- Self-Ordering Food