Conventional and Electronic Service Delivery within Public Authorities: The Issues and Lessons from the Private Sector
- 1k Downloads
In this paper we compare and contrast the issues of providing conventional against electronic services within Public Authorities (PAs). We present a model suggesting the three dimensions to electronic service delivery are motivation, organisation, and technology (the MOT of service delivery). We observe that the motivations affecting service delivery differ greatly between PAs and commercial organisations, with PAs having certain obligations and responsibilities as to the services that they provide that do not constrain commercial companies. We argue that technologically many lessons learned by commercial organisations can be immensely valuable to PAs, and conclude that the key barrier to effective electronic service delivery within PAs is their culture and organisation.
KeywordsService Delivery Smart Card Public Authority Commercial Organisation Electronic Service
Unable to display preview. Download preview PDF.
- 1.Chan, E., Swatman, P.M.C.: Electronic Commerce: A Component Model. In: Proceedings of 3rd Annual CollECTeR Conference on Electronic Commerce (November 1999)Google Scholar
- 2.European Commission, Web-Based Survey on Electronic Public Services: Results of the 2nd Measurement (April 2002), Available at http://europa.eu.int/information_society/eeurope/
- 3.Feinberg, R., Kadam, R.: E-CRM Web Service Attributes as Determinants of Customer Satisfaction With Retail Web Sites. In: International Journal of Service Industry Management, Emerald, Toller Lane, Bradford, UK, vol. 13(5), pp. 432–451 (2002)Google Scholar
- 4.Gouscos, D., Mentzas, G., Georgiadis, P.: Planning and Implementing e-Government Service Delivery: Achievements and Learnings from On-line Taxation in Greece. In: Workshop on e-Government at the 8th Panhellenic Conference on Informatics, November 8–10 (2001)Google Scholar
- 5.Heim, G.R., Sinha, K.K.: Design and Delivery of Electronic Services. In: New Service Development, Creating Memorable Experiences, ch. 8, pp. 152–178. Sage, Thousand Oaks (1999)Google Scholar
- 6.OECD, The e-Government Imperative: Main Findings (Policy Brief), Organisation for Economic Co-operation and Development (2003), Available online at: http://www.oecd.org/
- 8.PRISMA, Pan-European Best Practice in Service Delivery, PRISMA Project (IST-1999- 29088) Available online at http://www.prisma-eu.net/deliverables/D3-2.PDF
- 9.UK Office: of the E-Envoy, E-government Strategy Framework Policy and Guidelines: Registration and Authentication (September 2002), Available online at http://www.e-envoy.gov.uk/