[...] There’s a misunderstanding about the different aspects of feedback: it is not the same to obtain operational feedback on an interface, or general feedback about a service received. These differences are typically not accounted for, leading to feedback becoming either a pure compliancy matter or a fundamental determinant of strategy development. Both approaches are mistaken. Feedback is not treated as part of strategic approach to service re-design. There is a problem of governance of feedback, so that it is clearly linked to operations. As part of this holistic approach, feedback should be considered in a wider sense as co-creation process. This is particularly challenging in the context of public services to business. It is difficult to involve SMEs in the development phase of e-government services, as authorities typically struggle to understand and engage with small business.