Title

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

Comments

Originally published as: Burn, J., & Robbins, G., (2001). Strategic Planning for E-Government: A Customer Value Based Model. In AMCIS 2001Proceedings. (pp. 1578 - 1583). Boston, USA. Original article available here

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

 
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