Building value into e-government: an Australian case study
Document Type
Conference Proceeding
Publisher
Springer New York LLC
Faculty
Faculty of Business and Public Management
School
School of Business
RAS ID
1111
Abstract
This paper looks at the implementation of a new customer value based model in e-government. Firstly we review the issues of e-government and the drive towards customer centric organisations in the context of multiple government agencies. 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 agencies. A case study is used to demonstrate how traditional Government organisations are set up with a focus on Government agencies in Western Australia and how the concept of a virtual organisation as a value-alliance model can improve customer service. Finally, we examine 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.
DOI
10.1007/0-306-47009-8_52
Access Rights
free_to_read
Comments
Robins, G., & Burn, J. (2001). Building Value Into E-Government. In Towards the E-Society (pp. 707-721). Springer, Boston, MA. Available here