| Abstract | Government organizations aim to provide better quality services to its citizens, business, employees and other organizations. In order to achieve the public services delivery initiative predefined objectives, an evaluation is a vital aspect of understanding the e-Gov system success factors. Usually evaluation is based on the resources of e-Gov such as, reducing operation cost and time, transaction transparency, managing HRM, increase in transactions, providing better access to services and citizen satisfaction from e-Gov services. The aim of this study is to analyze and evaluate the current status of e-Gov services. In order to identify the evaluation criteria as major factors which have an effect on citizen satisfaction from e-Gov services and to recommend how to improve the e-Gov services in the context of Afghanistan. Conceptual framework of e-Gov services evaluation has been proposed according to the existing literature of e-Gov services evaluation approaches. The framework consists of the critical aspects of e-Gov including back office process, front side (supply side, demand side), and soft measure with citizen satisfaction from e-Gov services. The criteria used for evaluation were also based on the proposed conceptual framework’s demand side and supply side which have an effect on citizen satisfaction. Mixed research (quantitative and qualitative) using purposive sampling method was used in this study. 180 questionnaires were distributed to Afghan citizens in the study areas (Kabul city, Paktia Gardiz city, Khost city). 14 interviews were conducted with Afghan e-Gov experts. The e-Gov experts who participated in this study were e-Gov professionals, universities’ lecturers, IT managers, Human Management Information System (HMIS) managers, private ICT sectors’ technical managers, system analyst, information security officers and software engineers. Descriptive statistic was used for describing and summarizing the collected data. Moreover, it was also used for evaluation of the current online services status of six Afghan ministries namely: Ministry of Higher Education (MOHE), Ministry of Education (MOE), Ministry of Labors, Social Affairs, Martyrs and Disabled (MoLSAMD), Ministry of Finance (MOF), Ministry of Economy (MOEC) and Ministry of Commerce and Industries (MOCI). The results indicated that majority of services are information and communication services. Additionally, the result revealed that the services are not in advance position as needed for the Afghan citizens to fulfill their needs. Hard work is needed to follow up the next steps of e-Gov development which are the transaction and integration services offering for the citizens. Multiple regression analysis was carried out to identify the critical criteria with hypotheses testing for the G2C services evaluation. The result revealed that services availability on multiple channels, citizen centric features, paralingual support, process performance, skills divide, awareness, information security and transaction security have significant effects on citizen satisfaction from e-Gov services. Moreover, quantitative data analysis results were supported by qualitative data analysis findings and results. It is observed that e-Gov is still new and in primary stages in the country it takes time to improve the e-Gov development index and world ranking level. Qualitative study was carried out according to the research objectives and selected evaluation criteria. The study pointed out many factors and challenges which affect the citizen satisfaction. Additionally, valuable recommendations and suggestions have provided by Afghan e-Gov experts and citizens for improving e-Gov services in Islamic Republic of Afghanistan. |