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A Service Systems Perspective of E-Government Development

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Service Systems Implementation

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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Notes

  1. 1.

    http://www.ctg.albany.edu/publications/reports/advancing_roi?chapter=4

  2. 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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Author information

Authors and Affiliations

  1. Department of Information Management and Information Systems, School of Management, Fudan University, 670 Guoshun Road, #707, Shanghai, 200120, China

    Chee Wei Phang

  2. Department of Information Systems, School of Computing, National University of Singapore, Computing 1, 13 Computing Drive, Singapore, 117417, Singapore

    Atreyi Kankanhalli

Authors
  1. Chee Wei Phang
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  2. Atreyi Kankanhalli
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Editor information

Editors and Affiliations

  1. Department of Information Systems, W. P. Carey School of Business, Main Campus PO BOX 874606, Tempe, 85287, Arizona, USA

    Haluk Demirkan

  2. IBM Research - Almaden, Harry Road 650, San Jose, 95120-6099, California, USA

    James C. Spohrer

  3. IBM Almaden Research Center, San Jose, 95120-6099, California, USA

    Vikas Krishna

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Phang, C.W., Kankanhalli, A. (2011). A Service Systems Perspective of E-Government Development. In: Demirkan, H., Spohrer, J., Krishna, V. (eds) Service Systems Implementation. Service Science: Research and Innovations in the Service Economy. Springer, Boston, MA. https://doi.org/10.1007/978-1-4419-7904-9_17

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

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  • Publisher Name: Springer, Boston, MA

  • Print ISBN: 978-1-4419-7903-2

  • Online ISBN: 978-1-4419-7904-9

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