The integration of Information Technology (IT) and Communication Technology (CT) creates Information and Communication Technologies (ICTs), which has changed the citizens’ lives and the manner they interact. Therefore, the governments around the world took serious steps to adopt and implement ICT to provide the best services to their citizens. However, these governments have focused only on adoption and implementation of these new technologies and not so much on their usability aspect. This paper aims to investigate the usability of e-portal in Iraq based on the citizens’ standpoint. The e-portal in Iraq has seen a decline of the number of citizens who visit the portal to conduct transactions electronically, which is due to the improper design that does not attract the citizens and stakeholders to browse and use it. Moreover, this study is based on a heuristic evaluation, which aims to capture citizens’ standpoint of usability on this e-portal. The results indicated that out of 10 principles, 5 and 7 were inappropriate design.