European Journal of Service Management

One of the basic conditions for the functioning of the 21st century society is the use and development of Information and Communication Technologies (ICT). Modern communication mostly takes place in the virtual sphere, so a modern state should adapt its potential to this trend and provide citizens with efficient digital service. The e-goverment services seem to be a particularly important developmental direction in this area. These services are used by the state administration to conduct communication and exchange documents with citizens. A prerequisite for citizens to be able to use these services seamlessly is to ensure effective e-communication by the state. The main purpose of this article is to try to identify the factors that determine the usability and safety of e-communication. The considerations underlined the problems of IT security in case of the substitution of paper documents with electronic documents. Although modern technologies can guarantee a high level of security for all forms of e-communication, the use of them is not free of threats. Moreover, with the development and expansion of the e-services offer, new opportunities for fraud and criminal activity by means of teleinformation appear.