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Journal Issue
Volume 8 Issue 2, ECEG Conference Issue / Dec 2010  pp83‑235

Editor: Frank Bannister

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Guiding Integrated Service Delivery: Synthesizing and Embedding Principles Using Role‑Playing Games  pp83‑92

Nitesh Bharosa, Marijn Janssen, Bram Klievink, Anne-Fleur van Veenstra, Sietse Overbeek

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Trustworthy Communication Channels for the Electronic Safe  pp93‑103

Christian Breitenstrom, Martin Unger, Andreas Penski

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Segmentation of the PAYE Anytime Users  pp104‑119

Jessica Clancy, Giuseppe Manai, Duncan Cleary

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A new Usage for Semantic Technologies for eGovernment: Checking Official Documents Consistency  pp120‑133

Fred Freitas, Zacharias Candeias Jr, Heiner Stuckenschmidt

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Government as Part of the Revolution: Using Social Media to Achieve Public Goals  pp134‑146

David Landsbergen

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Towards a Framework for eGovernment Development in Nigeria  pp147‑160

Darren Mundy, Bandi Musa

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The Link between the Conceptualization of eGovernment and its Perceived Impacts: an Exploratory Empirical Study in Kenya  pp161‑174

Nixon Ochara-Muganda, Jean-Paul Van Belle

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Exploring Issues Underlying Citizen Adoption of eGovernment Initiatives in Developing Countries: The Case of Tanzania  pp175‑187

Jim Yonazi, Henk Sol, Albert Boonstra

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Design Principles of Identity Management Architecture Development for Cross‑Border eGovernment Services  pp188‑201

Kamelia Stefanova, Dorina Kabakchieva, Roumen Nikolov

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Public Opinion Mining for Governmental Decisions  pp202‑213

George Stylios, Dimitris Christodoulakis, Jeries Besharat, Maria-Alexandra Vonitsanou, Ioanis Kotrotsos, Athanasia Koumpouri, Sofia Stamou

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Migration Strategies for Multi‑Channel Service Provisioning in Public Agencies  pp214‑225

Anne Fleur van Veenstra, Marijn Janssen

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Abstract

Many public agencies aim to realize better service delivery for citizens and businesses by implementing multi‑channel service provisioning (MCSP). MCSP coordinates service delivery channels to enable citizens and businesses to choose their preferred channel for their contact with the government. As the introduction of MCSP requires substantial organizational and technical change, organizations are in search of the right migration strategies. This study explores migration strategies for MCSP deployed in practice. We found that migration strategies for MCSP can be divided into two types: design and change management strategies. By looking at four case studies and evaluating the findings during an expert workshop, we found that organizations prefer a gradual migration process, as both step‑wise migration and the celebration of quick‑wins were often mentioned strategies. Furthermore, the strategy to implement MCSP starting in the front office was observed more often than starting in the back office, as the client needs were usually taken as a starting point for the migration. And finally we found that the public agencies under study consider having the right change management strategy in place more important than deploying the right design strategy. 

 

Keywords: multi-channel service provisioning, MCSP, integrated service delivery, multi-channel management, migration strategies, change strategies, eGovernment

 

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Measuring for Knowledge: A Data‑Driven Research Approach for eGovernment  pp226‑235

Pieter Verdegem, Jeroen Stragier, Gino Verleye

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