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Article
Publication date: 1 August 2006

Hsin‐Pin Fu, Tien‐Hsiang Chang, Pei Chao and Chyou‐Huey Chiou

This study proposes an integrated collaborative web site among government agencies to enhance customer satisfaction with the service quality of government agencies.

1326

Abstract

Purpose

This study proposes an integrated collaborative web site among government agencies to enhance customer satisfaction with the service quality of government agencies.

Design/methodology/approach

The present authors invited all involved public‐sector agencies to integrate their service processes into a model of one‐stop shopping and established collaborative mechanism for providing customized service.

Findings

The present study has identified five factors that were critical for success in such an undertaking. These factors included: establishing appropriate regulations for the implementation process; designing a viable collaborative‐service system; establishing a closely connected virtual organization; ensuring the participation of senior managers from all agencies; and obtaining the cooperation of the facilitators from various agencies (including appropriate merit and bonus incentives).

Practical implications

The real challenge for establishing the collaborative‐service web site was managerial – in combining the service processes of a dozen or more agencies to make the model work. Managerial issues that need to be addressed were the design of service processes, the overall organizational structure, the establishment of audit and supervision procedures, and the establishment an operational model for the web site.

Originality/value

This web site serves as a successful “one‐stop‐shopping” model that increases customer satisfaction with the service quality of government agencies. This study provides information for other government agencies that might wish to establish similar collaborative models to enhance service in the public sector.

Details

Internet Research, vol. 16 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

Book part
Publication date: 28 September 2015

Arief Rahman

Citizens are substantial stakeholders in every e-government system, thus their willingness to use and ability to access the system are critical. Unequal access and information and…

Abstract

Citizens are substantial stakeholders in every e-government system, thus their willingness to use and ability to access the system are critical. Unequal access and information and communication technology usage, which is known as digital divide, however has been identified as one of the major obstacles to the implementation of e-government system. As digital divide inhibits citizen’s acceptance to e-government, it should be overcome despite the lack of deep theoretical understanding on this issue. This research aimed to investigate the digital divide and its direct impact on e-government system success of local governments in Indonesia as well as indirect impact through the mediation role of trust. In order to get a comprehensive understanding of digital divide, this study introduced a new type of digital divide, the innovativeness divide.

The research problems were approached by applying two-stage sequential mixed method research approach comprising of both qualitative and quantitative studies. In the first phase, an initial research model was proposed based on a literature review. Semi-structured interview with 12 users of e-government systems was then conducted to explore and enhance this initial research model. Data collected in this phase were analyzed with a two-stage content analysis approach and the initial model was then amended based on the findings. As a result, a comprehensive research model with 16 hypotheses was proposed for examination in the second phase.

In the second phase, quantitative method was applied. A questionnaire was developed based on findings in the first phase. A pilot study was conducted to refine the questionnaire, which was then distributed in a national survey resulting in 237 useable responses. Data collected in this phase were analyzed using Partial Least Square based Structural Equation Modeling.

The results of quantitative analysis confirmed 13 hypotheses. All direct influences of the variables of digital divide on e-government system success were supported. The mediating effects of trust in e-government in the relationship between capability divide and e-government system success as well as in the relationship between innovativeness divide and e-government system success were supported, but was rejected in the relationship between access divide and e-government system success. Furthermore, the results supported the moderating effects of demographic variables of age, residential place, and education.

This research has both theoretical and practical contributions. The study contributes to the developments of literature on digital divide and e-government by providing a more comprehensive framework, and also to the implementation of e-government by local governments and the improvement of e-government Readiness Index of Indonesia.

Details

E-Services Adoption: Processes by Firms in Developing Nations
Type: Book
ISBN: 978-1-78560-325-9

Keywords

Article
Publication date: 1 January 2004

Edoardo Ongaro

Process management is a managerial approach characterised by the focus on business processes that can provide an important contribution to the management of public sector…

3028

Abstract

Process management is a managerial approach characterised by the focus on business processes that can provide an important contribution to the management of public sector organisations. The significance of this approach for the management of inter‐organisational relations in the public sector is highlighted. A model for the analysis of the factors enabling the implementation of process management in the public sector is proposed. The Italian experience of the one‐stop shops for businesses is studied; the relevance of process management approaches for the success of this reform is shown. Implications for public managers at all levels of government are discussed.

Details

International Journal of Public Sector Management, vol. 17 no. 1
Type: Research Article
ISSN: 0951-3558

Keywords

Article
Publication date: 6 December 2022

Jiaojiao Liu, Weidong Li, Qi Zou, Shuai Liu, Meng Wang and Jing Zheng

The Chinese government hopes to achieve the goal of benefiting citizens by building a National Integrated Online Government Service Platform (NIOGSP). However, citizens' low…

Abstract

Purpose

The Chinese government hopes to achieve the goal of benefiting citizens by building a National Integrated Online Government Service Platform (NIOGSP). However, citizens' low adoption of the platform makes it difficult for the government to achieve its goal. Research on the influencing factors of citizen adoption of NIOGSP can help the government fully understand the concerns and needs of its citizens and take targeted measures to increase citizen adoption.

Design/methodology/approach

First, this research builds a model of the citizen adoption process, including attention, retention and motivation, based on an observational learning model. Next, research variables are determined based on social cognitive theory, literature review and real-world needs. Finally, based on the questionnaire survey and structural equation model, the influencing factors of each stage of the citizen adoption process model are studied and the relationship between the three stages of the model is verified.

Findings

Results show that perceived usefulness (PU) and self-efficacy (SE) positively affect attention. SE positively affects retention, while perceived privacy (PP) negatively affects retention. PU, social influence, PP and anxiety positively affect motivation.

Originality/value

The conclusion of this study can provide reference for governments in various countries to establish and improve online one-stop government. In addition, this study verifies the citizen adoption process model and finds that there is no obvious causal relationship between attention and retention, but both have positive effects on motivation.

Details

Aslib Journal of Information Management, vol. 75 no. 6
Type: Research Article
ISSN: 2050-3806

Keywords

Article
Publication date: 20 July 2015

Sayan Chatterjee and Nir N. Brueller

The purpose of this paper is to develop a taxonomy of M & A that can be used to understand which type of M & A is likely to succeed. The taxonomy also allows…

1623

Abstract

Purpose

The purpose of this paper is to develop a taxonomy of M & A that can be used to understand which type of M & A is likely to succeed. The taxonomy also allows managers to identify the integration imperatives that is so critical to success in M & A.

Design/methodology/approach

Grounded research and thick description of business situations.

Findings

This paper identifies the importance of analyzing the nature of the resource interactions that deliver value. If deal makers keep our advice in mind they should truly be able to improve the batting average above the historical norms.

Research limitations/implications

Even though we have studied a large number of M & A, this is not a typical lot sample quantitative study. It is possible to test the taxonomy on a large sample study if the M & A can be coded in to distinct groups.

Practical implications

When considering a merger or an acquisition, managers should be able to identify the type of M & A that corresponds to one of the categories in our taxonomy. This would allow managers to consider the general imperatives suggested in our paper for success. These general imperatives can then be modified for the unique situation faced by the manager.

Social implications

No direct implication except that societal resources will be used efficiently.

Originality/value

There are other typology/taxonomy in the literature. However, none to our knowledge uses the resource interaction lens.

Details

Strategy & Leadership, vol. 43 no. 4
Type: Research Article
ISSN: 1087-8572

Keywords

Article
Publication date: 1 July 2006

Bethany Latham Skaggs, Jodi Welch Poe and Kimberly Weatherford Stevens

The purpose of this paper is to describe the evolution of the processes and procedures utilized by Jacksonville State University's Houston Cole Library to manage its varied…

1994

Abstract

Purpose

The purpose of this paper is to describe the evolution of the processes and procedures utilized by Jacksonville State University's Houston Cole Library to manage its varied electronic resources collection.

Design/methodology/approach

This paper is based upon the library's experiences managing electronic resources in five major categories: e‐books; electronic government documents; electronic journals; e‐reserves; and web sites.

Findings

Electronic resources librarians, an emerging specialty, must develop effective practices to manage the varied electronic resources that continue to be accessioned within most libraries.

Practical implications

This article provides a practical model to address these management issues.

Originality/value

Provides common practices for the management of electronic resources and insights into possible problems that can arise when creating a one‐stop shopping archetype for electronic resource management.

Details

OCLC Systems & Services: International digital library perspectives, vol. 22 no. 3
Type: Research Article
ISSN: 1065-075X

Keywords

Article
Publication date: 15 June 2012

Peppi Saikku and Vappu Karjalainen

The purpose of this article is to describe the implementation and results of Finnish activation policy from the viewpoint of integrated services and in the framework of network…

740

Abstract

Purpose

The purpose of this article is to describe the implementation and results of Finnish activation policy from the viewpoint of integrated services and in the framework of network governance. Special emphasis is given to examining the role of health care as an emergent partner in activation.

Design/methodology/approach

The functioning of integrated activation policy is addressed from the perspective of network governance. Network governance refers to an ideal type of governance based on strong strategic partnership and joint action. In Finland the one‐stop model of LAFOS represents a culmination of integrated activation policy. Implementation and results of LAFOS highlight the governance demands of joined‐up service delivery. Health care proposes yet another viewpoint to the development. The analysis is based on the results of two national evaluations.

Findings

Network governance has been a good starting point in Finnish activation policy for creating a client‐centered approach and for the co‐ordination of separate resources and services. However, problems with legitimacy and accountability seem hard to overcome in the network context. Elements of different types of governance are mixed in activation policy while network governance remains in transition. In Finland, health care has been an essential party to activation, and its role is getting stronger. The challenge is to incorporate health and work ability into a wider concept of employability and capability in society.

Originality/value

The article presents an analysis of the unique model of joint services in activation, LAFOS, and its governance. It also contributes to the discussion of the role of health care in activation and integrated activation policy.

Details

International Journal of Sociology and Social Policy, vol. 32 no. 5/6
Type: Research Article
ISSN: 0144-333X

Keywords

Article
Publication date: 18 December 2017

Rebecca Collins, Caitlin Notley, Tim Clarke, Jon Wilson and David Fowler

Whilst there are pockets of excellence in the provision of Child and Adolescent Mental Health Services (CAMHS), many services fail to meet young people’s needs. Considering this…

Abstract

Purpose

Whilst there are pockets of excellence in the provision of Child and Adolescent Mental Health Services (CAMHS), many services fail to meet young people’s needs. Considering this, the purpose of this paper is to ascertain perceptions of CAMHS provision in a rural county of the UK to inform re-design of youth mental health services.

Design/methodology/approach

The study comprised of two phases: phase one involved analysis of questionnaire data of youth views of CAMHS. Phase two involved analysis of the “Have Your Say” event data which explored perceptions of CAMHS and future service re-design. Data were thematically analysed.

Findings

Knowledge of the existence and purpose of CAMHS was variable. Participants wanted accessible information about services, rights, confidentiality and for this to be provided in multiple media. Young people wanted staff who were easy to talk to, genuine, understanding and who valued their insights. Participants wanted to be offered choice about appointments, location and timing. An ideal mental health service was described as a “one-stop-shop” of co-locality and multi-agency collaboration. Young people clearly expressed a desire to influence the design and delivery of the radical service re-design and to be embedded in its development.

Practical implications

The results highlighted multiple problems with CAMHS provision and provided a clear justification for the re-design of services.

Originality/value

This was a novel approach demonstrating the importance, utility and power of effective participatory practices for informing the re-design of services.

Details

Journal of Public Mental Health, vol. 16 no. 4
Type: Research Article
ISSN: 1746-5729

Keywords

Article
Publication date: 1 October 2005

J Billings

It is suggested that a common understanding of integrated care between multi‐professional staff is vital to prevent barriers to unification and quality of care. This paper…

Abstract

It is suggested that a common understanding of integrated care between multi‐professional staff is vital to prevent barriers to unification and quality of care. This paper examines qualitative data from PROCARE, a recently completed European project on integrated care for older people, to put forward an interpretation of what integrated care means to staff. Through thematic analysis, four main clusters were identified. The paper suggests that, while the analysis revealed a common and inter‐related European interpretation that was somewhat idealised and moralistic, this was countered by challenges to its implementation that were inseparable from the rhetoric. The paper suggests that a collective, morally strong understanding is unable to prevent barriers to integrated care, and that tensions between services remain a prominent impediment.

Details

Journal of Integrated Care, vol. 13 no. 5
Type: Research Article
ISSN: 1476-9018

Keywords

Article
Publication date: 30 May 2011

Dibakar Ray, Umesh Gulla, Shefali S. Dash and M.P. Gupta

The purpose of this paper is to present such an analytical framework for analyzing Government Interoperability Frameworks (GIFs) and to do a comparative analysis of a set of GIFs…

1284

Abstract

Purpose

The purpose of this paper is to present such an analytical framework for analyzing Government Interoperability Frameworks (GIFs) and to do a comparative analysis of a set of GIFs using the analytical framework. Based on the comparative analysis, the paper presents a set of recommendations useful for new GIF initiatives.

Design/methodology/approach

Drawing on literature and personal knowledge and experience, an analytical framework is proposed for qualitative comparison of GIFs. The analytical framework is based on three core areas of interoperability frameworks – context, content, and process. A total of 21 GIFs are analyzed and evaluated against the framework. The primary sources of information for the study are the interoperability framework documents. In some cases, published articles, brochures, etc. are used as additional sources of information.

Findings

The comparative analysis shows that the analytical framework adequately covers all the features of the GIFs. Comparative analysis also shows that most of the GIFs concentrate mainly on technical and syntactical aspects only. Organizational and semantic issues are covered only by a handful of GIFs. At the policy level, most common interoperability policies are found to be: the universal adoption of common specifications used on the internet and world wide web, use of XML for data integration and data management, and use of open standards for all public sector information systems. Regarding management of GIF, it is found that German, Greek and New Zealand GIFs document the process of standards life cycle management in a much better way, whereas UK e‐GIFs' coverage of management and compliance mechanism of GIF is excellent. Overall, it is found that the UK e‐GIF is one of the most mature and exhaustive on all counts. German – Standards und Architekturen f¨r eGovernment‐Anwendungen on the other hand is found to be a unique effort. It incorporates features of both an enterprise architecture and those of an interoperability framework.

Originality/value

The contribution of the study is substantial for academia and practitioners. For academics, this framework can be used in future research as a tool to benchmark and grade GIFs. The practitioners, on the other hand, can use the study, to identify various essential features of a GIF which can be very useful for new GIF initiatives. The six‐layered e‐government technical architecture discussed here can be used to check the current status of technical interoperability in an organization and to identify gaps in the technology coverage.

Details

Transforming Government: People, Process and Policy, vol. 5 no. 2
Type: Research Article
ISSN: 1750-6166

Keywords

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