Evaluating and Ranking e-Service Desks Managed by Treatment Affairs at Medical Sciences Universities: A Cross-Sectional Study in a Developing Country

Abstract

Introduction: As a key custodian of public health, the Vice-Chancellor for Treatment Affairs in medical sciences universities plays a pivotal role in delivering healthcare services to the citizens through electronic service desk. In this study, we conducted an evaluation and ranking of the e-service desks managed by the Vice-Chancellor of Treatment Affairs at Iranian medical sciences universities.Material and Methods: A cross-sectional study conducted in Iran between 2022 and 2023 assessed e-service desks in medical sciences universities. The study included 51 desks categorized by their electronic service methods. Subsequently, e-services were evaluated and scored based on components, which are provided by the national administrative organization for employment. The evaluation components encompassed a) use of an e-service desk to provide services; b) provision of an information package; c) availability of a flowchart outlining the service; d) clarity of the service recipient; and e) electronic collection of user opinions. The total points and the average of each desk were calculated to rank them.Results: The assessed e-service desks were categorized into three groups based on the method of providing electronic services: service provider, service recipient, and not categorized. After evaluating each e-service desk, the highest and lowest points of e-service desks were 708 and 2. The result indicated that only 31 e-service desks achieved an average score of 50% or above.Conclusion: It could be concluded that electronic government (e-government) has been partially implemented in the field of treatment throughout a developing country. However, the absence of a unified model to serve as a guideline for designing e-service desks has resulted in an undesirable diversity in the services offered and their delivery methods. It is recommended that medical sciences universities adopt and adhere to a unified model when designing e-service desks for the provision of healthcare services electronically.