Strategic planning for e-government: a customer value based model
Association for Information Systems
Business and Public Management
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.