The interdisciplinary study of coordination
ACM Computing Surveys (CSUR)
The Dynamics of Click-and-Mortar Electronic Commerce: Opportunities and Management Strategies
International Journal of Electronic Commerce
Inter-organizational cooperation in Swiss egovernment
EGOV'11 Proceedings of the 10th IFIP WG 8.5 international conference on Electronic government
Exploring the future of public-private egovernment service delivery
EGOV'11 Proceedings of the 10th IFIP WG 8.5 international conference on Electronic government
Blurring public-private boundaries: governance of information sharing in global trade networks
Proceedings of the 13th Annual International Conference on Digital Government Research
An Awareness Raising System to Support Cross-department Coordination in Matrix Organizations
Proceedings of the X Brazilian Symposium in Collaborative Systems
Information Polity - ICT, public administration and democracy in the coming decade
| Hi-index | 0.00 |
Governments aim to improve service delivery to citizens and businesses. In public service delivery, many dependencies exist, for example between systems, services, channels, and across departments and organizations. In order to ensure high quality service delivery, a coordinated approach is required. The coordination of the many dependencies is a major challenge that many government organizations face. The research in this paper is aimed at understanding what needs to be coordinated. For this we look at one of the challenges that government organizations face today: offering integrated service delivery through multiple channels. Service requests can be made using any of the available service channels while the information about the request may be needed in another channel, and the response to the client might be communicated through yet another channel. We start with deriving a layered coordination framework from literature and then use this framework to explore mechanisms for coordinating cross-channel service delivery in multiple cases. The cases were studied with semi-structured interviews, strengthened by document analysis for background information. Using a coordination view of multiple layers provides insights on coordination of multichannel service delivery and the dependencies at the various levels that require coordination. This suggests that managers and designers should not focus on one aspect or layer, but should take a more holistic view to the coordination of e-Government service delivery.