Q-model: Um modelo bidimensional de maturidade para o e-government

Abstract

In this article we present and discuss the Q-Model - a two-dimensional maturity model for e-government. Although it is the result of a synthesis effort on previously proposed maturity models, it innovates by using two dimensions of analysis: interaction in service delivery; and integration of the service delivery from the client's perspective. This approach allows the classification of a broader spectrum of e-government initiatives and suggests that multiple maturity paths can be followed from traditional face-to-face non-integrated government environments to fully multi-channel and trannsversally integrated e-government scenarios. We argue that the Q-Model contributes to shift the focus from interaction driven e-government development to a development approach that balances interaction with integration concerns. This is especially relevant since governments tend to postpone integration objectives because they are harder to achieve and have less immediate visibility.