Managing Electronic Services: A Public Sector Perspective

ISBN-13: 9781852332815 / Angielski / Miękka / 2000 / 238 str.

Ake Gronlund; A. Gronlund

Opis

Electronic 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.
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 perspective asking 'How do you make things work in your organisation and in relation to your customers or users?' By integrating the managerial, technical and economic issues, the authors can put them into context with the need to understand user requirements and expectations.
Lots of examples are provided, giving tips on how to avoid many of the pitfalls you might meet along the way, and showing you how to diagnose potential problems and find ways of dealing with them effectively.

Spis treści

1 The Story of the Dozen Challenges.- 1. Challenge 1: Start-up... of What? Arriving at Common Goals for Electronic Services.- The Symptoms.- Problem-Resolving Strategies.- Lessons From the Start-Up Challenge.- Analysis of the Tapville Solution.- Conclusions From the Start-up Challenge in Summary.- 2. Challenge 2: Thousands of Pages - From Project to Organization.- Problem-Solving Strategies.- Lessons From the Tapville Solution.- 3. Challenge 3: Messy Appearance - Organize the Usability Improvement Process.- Analysis - What About Appearance?.- Lessons From the “Messy Appearance” Challenge.- 4. Challenge 4: Parallel Systems - Use Electronic Services Only When You Need Them.- Analysis - Cutting Gordian Knots Looks Impressive but May Prove Unproductive.- Conclusions From the Parallel Systems Challenge.- 5. Challenge 5: Choosing the Future Technical Platform - Look Back, Look Aside, Look Ahead.- Evolution of Electronic Services.- A Good Metaphor is Worth a Dozen Consultants.- How to Build an IT Infrastructure.- System Architecture and Organizational Setup.- What Role Should Technical Concerns Play in Electronic Service Provision?.- Business Choices - Who Should Develop and Maintain Your Telematic Applications.- Some Recommendations.- 6. Challenge 6: Cross-Departmental Integration of Data Resources – Don’t Lock up Your Resources.- Cross-Departmental Cooperation Strategies and Possibilities.- Data Integration and Data Quality.- FromAd Hocto Competence Development.- Economic Gains?.- Conclusions.- 7. Challenge 7: Staff Motivation - Enrol the Staff in Your Team.- Analysis.- Conclusions.- 8. Challenge 8: Poor Usability - Let the Users Be Your Guide.- The Tapville Conference Revisited.- On Users.- On Usability.- Conclusions.- 9. Challenge 9: Where is the Payoff? Some Benefits Come Later.- Return on Investment?.- Investment?.- The Economics of Electronic Services.- Measuring the Value of Information Technology.- Conclusions.- 10. Challenge 10: What is Our Role? From Monopoly to Service Provider.- What Is the Role of a City?.- Understanding Your Users.- Conclusions.- 11. Challenge 11: Where Are the Users? Users Want Your Service, Not Your System.- Complete Media Chains for Economic Benefits of Electronic Services: Win-Winning in the Information Society.- Usefulness To the Individual; the Everyday Contexts of Electronic Services.- Conclusions.- 12. Challenge 12: Managing Administrative Tribes - Projects Don’t Fail Because of Too Many Enemies, But Because of Too Few Friends.- Tribal Wars in the City Office - of Clans and Electronic Services.- Conclusion.- 13. Conclusions From the Dozen Challenges.- Do We Really Have to Deal with All These Challenges?.- 2 Electronic Service Management.- 14. Introduction to Part 2.- Digital Communities and Local Communities.- The ESM Concept.- 15. Cities and the Local Information Society.- Cities and Electronic Service Processes.- ESM Development Issues.- ESM Activities.- 16. Conclusions.- The User Perspective.- The Organizational Perspective.- The Economic Perspective.- The Technical Perspective.- References.