Title

Building value into e-government: an Australian case study

Document Type

Conference Proceeding

Publisher

Springer New York LLC

Faculty

Business and Public Management

School

Business

RAS ID

1111

Comments

Originally published as: Robins, G., & Burn, J. (2001). Building Value Into E-Government. In Towards the E-Society (pp. 707-721). Springer, Boston, MA. Original article available here

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

 
COinS
 

Link to publisher version (DOI)

10.1007/0-306-47009-8_52