Titlebook: Managing Electronic Services; A Public Sector Pers Åke Grönlund Textbook 2000 Springer-Verlag London 2000 Electronic Services.Internet.Inte

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Textbook 2000evelopment of electronic services. This is particularly important (and more complicated) within public sector organisations..Managing Electronic Services. provides an easy to read and practical guide to portal-electronic services development in the public sector. The book takes an organisational per

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1439-9245 use for doing businessElectronic Service Management is an emerging concept. It covers the organisational, economic technical and user issues involved when integrating the development of electronic services. This is particularly important (and more complicated) within public sector organisations..Ma

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Challenge 10: What is Our Role? From Monopoly to Service Providerectronic services are likely to contribute to accelerating this process. Providing good services requires thinking about what users look for, how they look and so on. This chapter therefore introduces the perspective of users looking for a solution to a problem.

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Appearance - Organize the Usability Improvement Processses: top management wants the organization to appear in a coherent and stylish form on the Web, following a “corporate profile”. A public relations agency is brought in to implement a graphic profile programme. This may interfere with work already done, as well as with the different intentions of different departments.

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Challenge 4: Parallel Systems - Use Electronic Services Only When You Need Themchallenge then arises: “Why is there no process re-engineering? When banks introduced automated teller machines, this led to fewer customers entering their offices. The result was substantial cost savings in those offices. Why does this not happen with our City Electronic Services?”.

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