E-government and Public Sector Process Rebuilding Dilettantes, Wheel
E-government and Public Sector Process Rebuilding: Dilettantes, Wheelbarrows, and Diamonds provides an input to rebuild and improve the processes in which the public sector perform activities and interact with the citizens, companies, and the formal elect
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E-government and Public Sector Process Rebuilding Dilettantes, Wheel Barrows, and Diamonds by
Kim Viborg Andersen Copenhagen Business School, Denmark
KLUWER ACADEMIC PUBLISHERS NEW YORK, BOSTON, DORDRECHT, LONDON, MOSCOW
eBook ISBN: Print ISBN:
1-4020-7995-8 1-4020-7994-X
©2005 Springer Science + Business Media, Inc. Print ©2004 Kluwer Academic Publishers Dordrecht All rights reserved No part of this eBook may be reproduced or transmitted in any form or by any means, electronic, mechanical, recording, or otherwise, without written consent from the Publisher Created in the United States of America
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Contents
Preface Presentation of the PPR-Model
vii 1
The Activity and Customer Centric Approach
19
The domains and directions of IT impacts
37
Digital wheel barrows in local government
57
E-government Objectives, Means, and Reach
71
The Organizational Membrane Penetrated by Mobile Technologies
93
E-Procurement: The Improvement of Supporting and Strategic Operations 107 Instrumental Digital Customer Involvement
133
Evaluation of IT applications
153
Development of e-government applications
177
Conclusion
195
Preface
Writing a book on information systems (IS) in government turned out to be targeting the market at a time when the topic of e-government is sprouting. Clearly, I am happy to have launched a book that hopefully can help drive the e-government race in the right direction. Most e-government plans are at the surface stylish and confident in their capacity to transform their country, county, municipality, and city. Under the first layer of confidence, there is little information on where the right direction lead to, what resources it will take to get there, who is getting there, and what will be the impacts. We present a series of studies and observations that governments at present are taking the wrong track if the benefits of e-government is to be any different from the benefits achieved from information technology (IT) so far. The PPR-approach we launch in this book is not a guarantee for reaching the right goals. The goals and aims of the IT applications need to be identified in the organization of the activities that starts and ends with the customers. This book provides guidelines and inspiration for how these can be approached. “E-government and Public Sector Process Rebuilding: Dilettantes, Wheelbarrows, and Diamonds” is chosen as the title of this book to reflect three overall goals. First, the aim is to give a constructive input to rebuild and improve the processes in which the public sector perform activities and interact with the citizens, companies, and the formal elected decision-makers. The ambition is not to attack the public sector per se or to argue that no public sector should exist. That would a wrong motivation to adopt this book and would contradict the objectives of the PPR-approach launched in this book.
viii
E-government and
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