The Electronic Journal of e-Government publishes perspectives on topics relevant to the study, implementation and management of e-Government

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Journal Issue
Volume 12 Issue 1 / Nov 2014  pp1‑125

Editor: Frank Bannister

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The Adoption of the Traffic Violation E‑payment System (TVEPS) of Kuwait  pp1‑19

A Omar E M. Khalil, Alaa Al„Nasrallah

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Electronic Tax Filing in the United States: An Analysis of Possible Success factors  pp20‑36

Sonja E. Pippin, Mehmet S. Tosun

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Public Transactional e‑Services through Government Web Sites in Kyrgyzstan  pp37‑51

Ulan Brimkulov, Kasym Baryktabasov

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E‑government Use and Citizen Empowerment: Examining the Effects Of Online Information On Political Efficacy  pp52‑64

Chungpin Lee, Tong-yi Huang

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The Accessibility of Moroccan Public Websites: Evaluation of Three e‑Government Websites  pp65‑79

Ibtissam Bousarhane, Najima Daoudi

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Public Participation and Ethical Issues on E‑governance: A Study Perspective in Nepal  pp80‑94

Gajendra Sharma, Xi Bao, Li Peng

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Designing Public Service Process Models for Understandability  pp95‑111

Priscila Engiel, Renata Araujo, Claudia Cappelli

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Multi‑Channel Service Management in Public Sector … Three Interpretative Frames Illustrating E‑government and Work Practice in a Swedish State Agency  pp112‑125

Katarina Giritli Nygren, Karin Axelsson, Ulf Melin

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Abstract

Abstract: 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 prac tice. 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 a n 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‑governm ent 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 resul t of this decision might be to view multi‑channel service management as a way of reaching either internal agency efficiency or external citizen benefits.  

 

Keywords: Keywords: e-government, public sector, service, multi-channel service management, work practice

 

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