Title: Service innovation activities in e-government initiatives: the Taiwan experience

Authors: Li-hung Cheng; Chao-tung Wen; Eldon Y. Li; Ta-yi Lin

Addresses: National Chengchi University, 64, Sec. 2, Chi-Nan Rd., Taipei, Taiwan. ' National Chengchi University, 64, Sec. 2, Chi-Nan Rd., Taipei, Taiwan. ' National Chengchi University, 64, Sec. 2, Chi-Nan Rd., Taipei, Taiwan. ' National Chengchi University, 64, Sec. 2, Chi-Nan Rd., Taipei, Taiwan

Abstract: Information and communication technologies (ICT), particularly the internet, can be leveraged to enhance the offerings of e-government initiatives beyond simply providing access to information and services. The adoption of ICT could foster changes in the service concept, delivery system, and client interface of e-government initiatives. There has been relatively little in-depth research about how the internet enables service innovation in the e-government context. The purpose of this study is to explore the innovation activities of e-government initiatives with respect to how two archetypical website structures provide new benefits for citizens/businesses, in the form of either integrated information platforms or full online transactions. In this qualitative study, five projects (2002-2009) from e-government initiatives in Taiwan were analysed. We propose a framework to address the adoption of technologies for innovation activities, particularly MMK-style/PSP-style website structure. The findings show that the application of the framework, regarding the use of the internet, by a government currently employing e-government services is suitable.

Keywords: e-government; service innovation; public service value; ICT; website structure; core benefits; delivery benefits; Taiwan; electronic government; information integration; online transactions; government services; portals; market makers; product-service providers.

DOI: 10.1504/IJSTM.2012.048025

International Journal of Services Technology and Management, 2012 Vol.17 No.1, pp.54 - 71

Available online: 17 Jul 2012 *

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