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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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Abstract

Public agencies around the world are increasingly supplementing their service delivery channels with online services and continue to establish several policies and rules for improving service delivery. Such policies and rules are however based on customer oriented management paradigms without any consideration of complex customer interaction processes and staff experiences. Consequently, these policies and rules are deemed unrealistic and are often not picked up by employees. This paper reports on the synthesis of service delivery principles by employing a participative role playing game approach at a public agency. Service principles can be used to guide the design, implementation and execution of integrated service delivery. A role playing game refers to a research approach in which employees play a certain role and follow a script to simulate a range of customer interactions. Recognizing that customer experience is formed across several moments of contact with the agency through multiple channels, the game proved to be a useful instrument for both synthesizing principles and gaining bottom up commitment for embedding the principles within the public agency. We found that after the game, the employees that helped to synthesize the set of eight principles have also become active ambassadors for the principles within their respective departments. 

 

Keywords: eGovernment, integrated service delivery, multi channel service delivery, gaming, role playing, principles

 

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

Pieter Verdegem, Jeroen Stragier, Gino Verleye

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