Online service delivery models : an international comparison in the public sector

Governments around the world are facing the challenge of responding to increased expectations by their customers with regard to public service delivery. Citizens, for example, expect governments to provide better and more efficient electronic services on the Web in an integrated way. Online portals have become the approach of choice in online service delivery to meet these requirements and become more customer-focussed. This study describes and analyses existing variants of online service delivery models based upon an empirical study and provides valuable insights for researchers and practitioners in government. For this study, we have conducted interviews with senior management representatives from five international governments. Based on our findings, we distinguish three different classes of service delivery models. We describe and characterise each of these models in detail and provide an in-depth discussion of the strengths and weaknesses of these approaches

Towards a network government? A critical analysis of current assessment methods for e-government

Contemporary public administrations have become increasingly more complex, having to cordinate actions with emerging actors in the public and the private spheres. In this scenario the modern ICTs have begun to be seen as an ideal vehicle to resolve some of the problems of public administration. We argue that there is a clear need to explore the extent to which public administrations are undergoing a process of transformation towards a netowork government linked to the systematic incorporation of ICTs in their basic activities. Through critically analysing a selection of e-government evaluation reports, we conclude that research should be carried out if we are to build a solid government assessment framework based on network-like organisation characteristics

Benchmarking G2B eServices in the US: A Survey to Identify Maturity Levels Based on the Mystery User Approach

As public administrations are increasingly transforming towards customer-oriented service providers, the availability of municipal E-Services increases. Particularly, E-Services addressed to Small and Medium Sized Enterprises (SMEs) representing 90 % of all enterprises in the U.S. are of interest. While generic surveys on E-Government portals are conducted manifold, surveys dedicated to Government-to-Business (G2B) E-Services are neglected. Thus, the paper presents the status quo by illustrating the results of a benchmarking survey. The survey analyzes the offer of G2B E-Services in 50 U.S. large and capital cities. Furthermore, the identified criteria for the survey provide a basis for a maturity model. The study is accomplished according to the “Procedural model for the Benchmarking of Service” – DIN PAS 1014 and is conducted with the “Mystery User” approach. The findings of the survey address academic research as well as administration practice in the context of E-Government

Transaction stage of e-Government systems: identification of its location & importance

All e-Government maturity models identify a Transaction stage along the pathway to full systems integration. The evidence suggests that a significant number of project failures occur at this stage and thus frustrate the endeavour to achieve a coherent uniform means of access to Government. Clearly, research to identify and overcome the challenges presented at this stage is critical. In this paper the Transaction stage is clearly delineated as the point at which online technology ceases to be peripheral to the agency’s activity. Hence, it presents the first real organisational challenge and an appropriate research strategy is defined to uncover the problems that arise at this point

Developing supply chain maturity

This study introduces an empirical model of supply chain maturity and assesses its impact upon performance. Findings suggest that supply chain maturity is multi-dimensional including the areas of planning, sourcing, making, delivering, new product development, and returning. Valid and reliable measures, scales and supply chain maturity constructs were formulated and significant positive links found with multiple objective performance measures. The supply chain maturity framework is thus concluded to be robust for answering questions relating to where a supply chain is in developmental terms and what may be done to continue improving upon the design. Possible areas for further research and implications for managers are also raised.Supply Chain Design; Supply Chain Coordination;

eEnabled internet distribution for small and medium sized hotels: the case of hospitality SMEs in Athens

Advances in information and communications technologies (ICTs) have strategic implications for a wide range of industries. Tourism and hospitality have dramatically changed by the ICTs and the Internet and gradually emerge as the leading industry on online expenditure. The Internet revolutionised traditional distribution models, enabled new entries propelled both disintermediation and reintermediation and altered the sources of competitive advantage. This paper explores the strategic implications of ICTs and the perceived advantages and disadvantages of Internet distribution for small and medium-sized hospitality enterprises (SMEs). Primary research in Athens hotels demonstrates the effects of the Internet and ICTs for secondary markets, where there is lower penetration and ICT adoption. Interviews and questionnaires identified a number of strategies in order to optimise distribution. The analysis illustrates the strategic role of ICTs and the Internet for hospitality organisations and Small and Medium-sized organisations in general. Most hotels employ a distribution mix that determines the level and employment of the Internet. The paper demonstrates that only organisations that use ICTs strategically will be able to develop their electronic distribution and achieve competitive advantages in the future

Identifying the relevance of personal values to e-government portals' success: insights from a Delphi study

Most governments around the world have put considerable financial resources into the development of e-government systems. They have been making significant efforts to provide information and services online. However, previous research shows that the rate of adoption and success of e-government systems vary significantly across countries. It is argued here that culture can be an important factor affecting e- government success. This paper aims to explore the relevance of personal values to the e-government success from an individual user’s perspective. The ten basic values identified by Schwartz were used. A Delphi study was carried out with a group of experts to identify the most relevant personal values to the e-government success from an individual’s point of view. The findings suggest that four of the ten values, namely Self-direction, Security, Stimulation, and Tradition, most likely affect the success. The findings provide a basis for developing a comprehensive e-government evaluation framework to be validated using a large scale survey in Saudi Arabia

Electronic government: The level of implementation in the state of Pahang

E-government is the use of information communication technology in delivering public service via internet.The Organisation for Economic Cooperation and Development believes that information infrastructures are expected to stimulate economic growth, increase productivity, create jobs and improve the quality of life, and that has been the focus of Malaysian government in upgrading the quality of the citizens’ lives.Sincee government at the state level is equally important to ensure the overall success of Malaysian e-government apart from the federal level, this research has been conducted in Pahang, one of the states in Malaysia, to determine the extent of e-government implemented based on the United Nation E-Government Maturity Stage Model.The study covers the aspects of e-government maturity stage, infrastructure, and website quality.A total of 340 responses were received (77.3% response rate) and the results showed that e-government maturity level in Pahang was at the minimal level of the third stage of the UN-DEPA maturity model, which was the interactive stage