A comparative study of governmental one-stop portals for public service delivery

Kohlborn, Thomas, Korthaus, Axel, Peters, Christoph, & Fielt, Erwin (2013) A comparative study of governmental one-stop portals for public service delivery. International Journal of Intelligent Information Technologies, 9(3), pp. 1-19.

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The continuing need for governments to radically improve the delivery of public services has led to a new, holistic government reform strategy labeled “Transformational Government” that strongly emphasizes customer-centricity. Attention has turned to online portals as a cost effective front-end to deliver services and engage customers as well as to the corresponding organizational approaches for the back-end to decouple the service interface from the departmental structures. The research presented in this paper makes three contributions: Firstly, a systematic literature review of approaches to the evaluation of online portal models in the public sector is presented. Secondly, the findings of a usability study comparing the online presences of the Queensland Government, the UK Government and the South Australian Government are reported and the relative strengths and weaknesses of the different approaches are discussed. And thirdly, the limitations of the usability study in the context of a broader “Transformational Government” approach are identified and service bundling is suggested as an innovative solution to further improve online service delivery.

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2 citations in Scopus
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ID Code: 59422
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: e-government, one-stop portals, Service delivery, service bundles, usability study
DOI: 10.4018/jiit.2013070101
ISSN: 1548-3665
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 01:01
Last Modified: 26 Feb 2014 19:13

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