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Erschienen in:
Introduction of Service Systems Implementation Kapitel lesen Erstes Kapitel lesen

2011 | OriginalPaper | Buchkapitel

A Service Systems Perspective of E-Government Development

verfasst von : Chee Wei Phang, Atreyi Kankanhalli

Erschienen in: Service Systems Implementation

Verlag: Springer US

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Abstract

There have been increasing efforts by governments worldwide to innovate public service delivery, one of the means being through e-government. However, the mixed success of e-government initiatives highlights the need to better understand citizens’ requirements and engage them in the development of e-government service offerings. In response to this need, we propose a service systems perspective to analyze a participatory e-government service system based on the key resources of people, organizations, shared information, and technologies. By doing so, this study bridges the gap in existing research that has separately examined the different resources without considering their inter-relationships in a systematic manner. For practitioners, the resulting framework provides a tool to understand how the key resources as well as stakeholders of the e-government service system inter-relate, which allows more comprehensive strategies to be formulated for improving e-government service offerings.

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Vorheriges Kapitel An Integrated View of Service Innovation in Service Networks
Nächstes Kapitel Predictive Systems for Customer Interactions
Fußnoten
2
There is the possibility of congestion and overload effects if the information contributions exceed a certain threshold beyond which finding information and connecting with like-minded people becomes arduous.
 
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Metadaten
Titel
A Service Systems Perspective of E-Government Development
verfasst von
Chee Wei Phang
Atreyi Kankanhalli
Copyright-Jahr
2011
Verlag
Springer US
Buch
Service Systems Implementation

Print ISBN: 978-1-4419-7903-2

Electronic ISBN: 978-1-4419-7904-9

Copyright-Jahr: 2011

DOI
https://doi.org/10.1007/978-1-4419-7904-9_17

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