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Erschienen in:
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2019 | OriginalPaper | Buchkapitel

Potential for Improving Public Services by Exploring Citizens’ Communication to Public Organizations

verfasst von : Eriks Sneiders, Lasith Gunawardena, Said Rutabayiro Ngoga, Rasika Darayathna, Jean Claude Byungura

Erschienen in: Electronic Governance and Open Society: Challenges in Eurasia

Verlag: Springer International Publishing

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Abstract

While the purpose of public organizations is to serve citizens, the citizens themselves are not always consulted in order to develop better public services. We argue that the direct communication from citizens to public organizations contains a wealth of information on how the organizations could improve their services, and this information is worth exploring. In order to prove our argument, we have interviewed 19 public organizations in Rwanda and Sri Lanka, identified 26 issues raised by the citizens, and mapped these issues into four solution domains: availability and timeliness of information, policy development, business process development, availability and design of e-services.

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Vorheriges Kapitel Creating Public Value Through Public e-Services Development: The Case of Landscaping and Public Amenities in St. Petersburg
Nächstes Kapitel Accessibility of Italian E-Government Services: The Perspective of Users with Disabilities
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Metadaten
Titel
Potential for Improving Public Services by Exploring Citizens’ Communication to Public Organizations
verfasst von
Eriks Sneiders
Lasith Gunawardena
Said Rutabayiro Ngoga
Rasika Darayathna
Jean Claude Byungura
Copyright-Jahr
2019
Buch
Electronic Governance and Open Society: Challenges in Eurasia

Print ISBN: 978-3-030-13282-8

Electronic ISBN: 978-3-030-13283-5

Copyright-Jahr: 2019

DOI
https://doi.org/10.1007/978-3-030-13283-5_20

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