A Click And Bricks Strategy For eGovernment
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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
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.