Conventional and Electronic Service Delivery within Public Authorities: The Issues and Lessons from the Private Sector

  • Nicholas J. Adams
  • Simon Haston
  • Nat Gillespie
  • Ann Macintosh
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 2739)


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.


Service Delivery Smart Card Public Authority Commercial Organisation Electronic Service 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer-Verlag Berlin Heidelberg 2003

Authors and Affiliations

  • Nicholas J. Adams
    • 1
  • Simon Haston
    • 2
  • Nat Gillespie
    • 2
  • Ann Macintosh
    • 1
  1. 1.International Teledemocracy CentreNapier UniversityEdinburghUK
  2. 2.The City of Edinburgh CouncilEdinburghUK

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