Service delivery in transformational government: model and scenarios
by Gustav Aagesen, John Krogstie
Electronic Government, an International Journal (EG), Vol. 8, No. 2/3, 2011

Abstract: By formalising the processes related to government service provisioning, it is possible to identify best practice, rooms for improvement and potential for added service value. Work supported by ICT has the potential of increased efficiency and control, but there is also danger of locking down to a sub-optimal service delivery with low flexibility. Through experimental methods and supported by case studies, we have established a model to aid the conceptual understanding of the dynamics of modern government service delivery. In light of this model, scenarios for service-centric and citizen-centric delivery of government services are presented. The paper describes areas crucial to government service delivery and its supporting tools, methods and infrastructure for processes work in the transformational government scenario.

Online publication date: Thu, 21-Apr-2011

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