Electronic Service Delivery - A driver of public sector modernisation

Authors:
Klaus Lenk
Affiliations:
University of Oldenburg, D-26111 Oldenburg, Germany. E-mail: lenk@uni-oldenburg.de
Venue:
Information Polity
Year:
2002

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Abstract

Efforts to improve the delivery of public services with ICT are older than the recent explosion of the Internet and the emergence of the concept of e-Government. Innovative Electronic Service Delivery could well become a driver of the modernisation process in government. The opportunities are still clouded by a lack of clear visions and of generic reference models of Electronic Service Delivery. Also, instead of taking a joined-up approach to citizen services, parochial approaches still prevail in many countries. This contribution deals first with some of the early efforts to create one-stop government services. From there a reference model for electronic services is sketched. It identifies several phases of a typical citizen-government transaction, and it provides a checklist of the various requirements for Electronic Services Delivery. It furthermore comprises an organisational architecture for citizens' services which enables single-window access to all administrative services via targeted "front offices".