Online Service Delivery Models - An International Comparison in the Public Sector
Type
conference paper
Date Issued
2010-12-01
Author(s)
Research Team
IWI1
Abstract
Governments around the world are facing the challenge of responding to increased expectations by their customers with regard to public service delivery. Citizens, for example, expect governments to provide better and more efficient electronic services on the Web in an integrated way. Online portals have become the approach of choice in online service delivery to meet these requirements and become more customer-focussed. This study describes and analyses existing variants of online service delivery models based upon an empirical study and provides valuable insights for researchers and practitioners in government. For this study, we have conducted interviews with senior management representatives from five international governments. Based on our findings, we distinguish three different classes of service delivery models. We describe and characterise each of these models in detail and provide an in-depth discussion of the strengths and weaknesses of these approaches.
Language
English
HSG Classification
not classified
Refereed
Yes
Book title
ACIS 2010 Proceedings
Start page
30
Event Title
21st Australasian Conference on Information Systems
Event Location
Brisbane
Event Date
01.-03.12.2010
Subject(s)
Division(s)
Eprints ID
214504