From Bureaucracy to Citizen-Centricity
| العنوان: | From Bureaucracy to Citizen-Centricity |
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| المؤلفون: | Deepak Saxena, Laurent Muzellec, Joe McDonagh |
| المصدر: | International Journal of Electronic Government Research. 18:1-17 |
| بيانات النشر: | IGI Global, 2022. |
| سنة النشر: | 2022 |
| مصطلحات موضوعية: | Computer Networks and Communications, Hardware and Architecture, General Social Sciences, Software |
| الوصف: | Organisations, including public service organisations, are increasingly adopting a digital transformation strategy, and deploying digital capabilities to enhance customer experience. However, digital initiatives in public services often focus more on the technology with relatively less regard to the citizen for whom the services are designed. To address this lacuna, this study contextualises the digital transformation of public services by focusing on the citizen. This study is based on data collected in the conduct of two projects involving public services within an EU member state. Based on the analysis of the citizen-journey in availing of public services, five common pain-points are identified – information inconsistencies, intricate website navigation, bureaucratic jargon, disconnected multichannel touchpoints, and a lack of real-time online support. To alleviate the pain-points, we offer five insights based on academic insights and international benchmarking. |
| تدمد: | 1548-3894 1548-3886 |
| URL الوصول: | https://explore.openaire.eu/search/publication?articleId=doi_________::f4d9121ea7f8f8d5c6584e632df4c347 https://doi.org/10.4018/ijegr.305230 |
| رقم الأكسشن: | edsair.doi...........f4d9121ea7f8f8d5c6584e632df4c347 |
| قاعدة البيانات: | OpenAIRE |
| تدمد: | 15483894 15483886 |
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