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

Kohlborn, Thomas, Weiss, Simon, Poeppelbuss, Jens, Korthaus, Axel, & Fielt, Erwin (2010) Online service delivery models : an international comparison in the public sector. In Proceedings of the 21st Australasian Conference on Information Systems (ACIS 2010), Brisbane, Australia.

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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.

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4 citations in Scopus
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ID Code: 39026
Item Type: Conference Paper
Refereed: Yes
Additional Information: conference website:
Keywords: service, government, portal, e-government, e-service, service delivery, online service delivery, public sector, bundling
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Copyright Owner: Copyright 2010 please consult the authors
Deposited On: 06 Dec 2010 00:41
Last Modified: 29 Feb 2012 14:28

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