Strategic planning for e-government: a customer value based model
Document Type
Conference Proceeding
Publisher
Association for Information Systems
Faculty
Faculty of Business and Public Management
School
School of Business
RAS ID
119
Abstract
This paper looks at the implementation of a new customer value based model in e-government. Firstly the paper reviews the issues of e-government and the drive towards customer centric organisations in the context of a government agency. A model of change is reviewed and extended to the development of a virtual organisation model which can be applied along the customer value chain across multiple service organisations. A case study is used to demonstrate how the concept of a virtual organisation as a value-alliance model can improve customer service within a Government agency. Finally, it examines how the Aboriginal Affairs Department, a Western Australian Government agency is implementing this model as a virtual organisation and the implications of this model for the management of change in a developing e-community.
Access Rights
Free_to_read
Comments
Burn, J., & Robbins, G., (2001). Strategic Planning for E-Government: A Customer Value Based Model. In AMCIS 2001Proceedings. (pp. 1578 - 1583). Boston, USA. Available here