Multi‐Channel Service Management in Public Sector - Three Interpretative Frames Illustrating E‐government and Work Practice in a Swedish State Agency
نویسندگان
چکیده
In order to deliver services to citizens, public sector agencies of today offer various types of channels for interaction. In this article we aim to develop an understanding of the reciprocal relation between multi-channel services and work practice. By showing how actors at different organizational levels in an agency differ in their interpretation of multi-channel services we have generated knowledge that is essential in multi-channel strategy formulation. The study illustrates an example of an agency that works actively and in a mature way with e-government and e-services. This qualitative case study illustrates that the top level management, middle management and the case officers need to confront and discuss their understanding of e-government and their work practice in order to reach a situation where strategies actually are influencing daily work more explicitly. An important aspect is the decision to adopt an internal or external perspective on multi-channel service management. The result of this decision might be to view multi-channel service management as a way of reaching either internal agency efficiency or external citizen benefits.
منابع مشابه
Governance, Government, and the Search for New Provider Models
A central problem in designing effective models of provider governance in health systems has been to ensure an appropriate balance between the concerns of public sector and/or government decision-makers, on the one hand, and of non-governmental health services actors in civil society and private life, on the other. In tax-funded European health systems up to the 1980s, the state and other publi...
متن کاملDeveloping a citizen-centered model in the Iranian public sector with a new public service approach
Purpose: Citizen-centered government agencies are a prototype of new public service approach which, in effect, calls for citizenship orientation of state-owned agencies. This study aimes at developing a citizen-centered model in the Iranian public sector with a new public service approach. Methodology: To realize this purpose, the main themes of the main subject of the study were identified u...
متن کاملCitizen Relationship and Grievance Management System (CiR&GMS) through Multi-Channel Access for e-Government Services: A Case from India
Citizens are demanding greater access to interaction with government through their preferred channels or devices. The private sector uses different channels for their services, citizens except same level of services from the public sector. Therefore public sector needs to focus on creating multiple delivery channels (Traditional such as face to face, Telephone and Modern channels such as Websit...
متن کاملExternal User Inclusion in Public e-Service Development: Exploring the Current Practice in Sweden
For the last decade e-government research has underlined the importance of an external user perspective in public e-service development and there have been numerous attempts to provide guidance and directions for government agencies in this matter. Individual research studies show little progress in this matter, but a more generalisable picture of the current state of external user inclusion is...
متن کاملDoes E-Government Measure Up to E-Business? Comparing End User Perceptions of U.S. Federal Government and E-Business Web Sites
Th e primary justifi cation for the move toward e-government, an electronic channel of service delivery that has proven tremendously successful in the private sector, ... is the belief that it holds considerable potential for positively transforming government service delivery in a manner that is consistent with recent market-centered theories of public sector reform. Th is paper examines the f...
متن کامل