A Click And Bricks Strategy For eGovernment
Date
2004Author
Scott, Murray
Hughes, Martin
Golden, William
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Scott, M., Golden, W., & Hughes, M. (2004) A Click and Bricks Strategy for E-Government. In the 17th Bled eCommerce Conference, Bled, Slovenia. June, pp 444-458
Abstract
Two of the central challenges of e-government are the need for "joined-up" government
through agency collaboration, and the need to provide "citizen-centred" government,
where services and information are integrated at the point of delivery. Electronic service
delivery provides the hoped for panacea to enable not only administrative efficiencies in
the functions of government, but also services that are centred on the needs of the citizen.
The implementation of e-government however, presents challenges regarding the
achievement of inter-agency collaboration and highlights the importance of developing
multiple access channels. This paper reports from an in-depth case study detailing first,
the strategy the Irish government adopted for electronic service delivery and second,
provides detailed analysis from the pioneering efforts of an individual county council into
agency collaboration and a unique method of service provision. Two survey
questionnaires conducted with staff of the county council and citizens of the county,
reveal critical success factors in developing inter-agency collaboration and raise
important concerns expressed by citizens into data privacy, social inclusion and the
digital divide.