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2011 | OriginalPaper | Chapter

A Service Systems Perspective of E-Government Development

Authors : Chee Wei Phang, Atreyi Kankanhalli

Published in: Service Systems Implementation

Publisher: 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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previous chapter An Integrated View of Service Innovation in Service Networks

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Title: A Service Systems Perspective of E-Government Development
Authors: Chee Wei Phang
Atreyi Kankanhalli
Publisher: Springer US
Book: Service Systems Implementation
Print ISBN: 978-1-4419-7903-2

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

Copyright Year: 2011
DOI: https://doi.org/10.1007/978-1-4419-7904-9_17

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