Electronic Service Delivery – A driver of public sector modernisation

Article type: Research Article

Authors: Lenk, Klaus^a

Affiliations: [a] University of Oldenburg, D-26111 Oldenburg, Germany. E-mail: lenk@uni-oldenburg.de

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".

DOI: 10.3233/IP-2002-0009

Journal: Information Polity, vol. 7, no. 2-3, pp. 87-96, 2002