Citizens have come to expect and demand governmental services matching private-sector services in every aspect of quality, quantity, and availability in a 24/7 and year-round fashion. As a result, research in e-government services is emerging as an important and rapidly growing field of inquiry. However, governments are struggling to meet expectations especially under intensified pressure to reduce costs and reduce budgets. Research to guide development, management and evaluation of e-government services is still in its infancy. Furthermore, e-government poses numerous challenges in terms of interoperability of services, design of services in use, optimization of process chains, identification and assessment of the value-chain of services, electronic records management, cross-organizational service chains, workflow support of e-services, integration of internal IT support, G2G and public e-services, outsourcing of services, digital preservation, etc. The minitrack seeks research papers and practitioner reports addressing the characteristics, development, implementation, and uses of e-government services and systems.

• Citizens' desires and needs on e-government services across government levels and branches
• Organizational and interoperability challenges of cross-organizational service chains
• Barriers to e-government services adoption and diffusion
• Challenges and opportunities of e-government service delivery through mobile user interfaces
• Business process analysis, value-chain analysis and change requirements for e-government services
• Development and maintenance issues of government portals
• Identification, authentication, and trust in e-government services
• Access to governmental documents and records including legal, policy, and technical implications, program models, (also case studies)
• IT-based procedures, workflow support, protocols, and schemes used for government services
• Roles and concepts for privacy-enhanced identification of individual citizens as a necessary precursor to a new wave of e-Gov services
• Electronic Record Management and Archiving
• Digital preservation of government records
• Impacts and issues of ISO 15489 and DoD 5015.2 standards
• Aspects of outsourcing process chains in e-services provision
• Sector-specific e-government service cases: e-services in the administrative, government, health, education, judicial, executive, defense, etc. branch of the pubic sector.