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A model for strategic e-service implementation in the public sector: challenges for local governments in identifying potential candidates for e-service delivery
Umeå University, Faculty of Social Sciences, Department of Informatics. (Models for Strategic Business Development in Public Service)
2010 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

As more and more local governments begin to understand that the great promises of e-service delivery are harder than expected to realize, efficient use of ICT-resources have become increasingly important. Since simply providing more e-services is not the solution, the need to understand what constitutes a suitable e-service has arisen. Public services reach beyond the market domain; therefore, the complexities of public value must be dealt with when services are appraised. Furthermore, due to the heterogeneous nature of local government services it is impossible to evaluate all the options in depth; thus, there is a clear need for early-stage appraisal. However, existing methods of appraisal are burdened by intricacy, and associated with high costs. In response, this paper presents a model capable of reducing this intricacy. The model was developed through a participatory design process involving members on both operational and strategic level in the municipality of Skellefteå. The model implements state of the art into the workspace context while taking measures to reduce intricacy such as: incremental filtering, moving high intricacy elements to the end of the process, and exploitation of available data. As a result the organization is enabled to capture not only the low hanging fruit, but also the long tail of services. Furthermore, the improved understanding of e-service delivery has the potential to open up opportunities for new ways of business development and private-public partnerships. Finally, whereas the model presented is highly context-dependent, the implications outlined in this paper are not limited to this narrow scope.

Place, publisher, year, edition, pages
2010. , 22 p.
Informatik Student Paper Master (INFSPM), 02
Keyword [en]
e-service, e-government, e-service appraisal, strategic e-service delivery
National Category
Public Administration Studies Information Science
URN: urn:nbn:se:umu:diva-34875OAI: diva2:326378
Social and Behavioural Science, Law
Models for Strategic Business Development in Public Service
Available from: 2010-06-25 Created: 2010-06-22 Last updated: 2012-01-13Bibliographically approved

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