One-stop government portals : transformation or navigation?

Kohlborn, Thomas, Fielt, Erwin, & Boentgen, Maximillian (2013) One-stop government portals : transformation or navigation? International Journal of Electronic Government Research, 9(3), pp. 74-95.

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E-government is seen as a promising approach for governments to improve their service towards citizens and become more cost-efficient in service delivery. This is often combined with one-stop government, which is a citizen-oriented approach stressing integrated provision of services from multiple departments via a single access point, the one-stop government portal. While the portal concept is gaining prominence in practice, there is little know about its status in academic literature. This hinders academics in building an accumulated body of knowledge around the concept and makes it hard for practitioners to access relevant academic insights on the topic. The objective of this study is to identify and understand the key themes of the one-stop government portal concept in academic, e-government research. A holistic analysis is provided by addressing different viewpoints: social-political, legal, organizational, user, security, service, data & information, and technical. As overall finding we conclude that there are two different approaches: a more pragmatic approach focuses on quick wins in particular related to usability and navigation and a more ambitious, transformational approach having far reaching social-political, legal, organizational implications.

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ID Code: 59420
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: Portals, one-stop portal, e-government, transformational government, literature review
DOI: 10.4018/jegr.2013070105
ISSN: 1548-3886
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Current > Schools > School of Information Systems
Current > QUT Faculties and Divisions > Science & Engineering Faculty
Copyright Owner: Copyright 2013 IGI Global
Deposited On: 26 Apr 2013 01:36
Last Modified: 04 Dec 2013 03:38

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