in e-government towards increasingly complex service-delivery is another factor that contributed to the growth of e-participation. Complex services require considerable interaction including searching, selecting options based on multiple criteria, calculating outcomes, notifications, inquiries, complaints, and many other activities. There are several ICT tools for such tasks, ranging from FAQs to call centers, but there is a need to coordinate all these into user-friendly but powerful toolsets for client-organization encounters. Because interaction in such contexts is complex, and because goals have to be reached, the arenas where it takes places become social arenas for ICT-supported participation On the Definition Participation is a goal-oriented process that involves decision making and control. E-participation, which encompasses participation in political science and theory of management, refers to direct public participation in political, economical, or management decisions. When participation becomes complicated, decision making becomes necessary and any participatory process is potentially important for the rule system governing the activities. In this sense, when service processes become complex, the implementation of them will not be in all details based on political decisions but also on what is found to be practical. Instead of taking in and accepting knowledge as is disseminated by the media and government, by participating, one becomes an active citizen and further contributes to a democratic society. When such practical doings become implemented in government e-service systems, they will affect decision making, as later changes will be difficult to make after existing procedures have been implemented in ICT systems and government agencies’ procedures. There are many theories dealing with institutionalization, for example structuration theory, institutional theory, and actor-network theory. These different theories all deal with how methods of operation becomes established or rejected, and how those that become established increasingly affect the ways society habitually accomplish tasks. Alternatively, when viewed from the citizen's perspective, the capability approach is being applied to understand the behaviors of individuals. This approach allows institutions to identify normative capabilities that can improve citizen's opportunities to participate in the governance process. E-participation Index The e-participation index (EPI) was designed by the UN Department of Economic and Social Affairs as "a supplementary index to the UN E-Government Survey". The EPI is used to evaluate the effectiveness of online services that propels the interaction and exchange of information between government and individuals, as well as the engagement of citizens in policy and decision-making. It is evaluated on the basis of how well