The Electronic Journal of e-Government publishes perspectives on topics relevant to the study, implementation and management of e-Government

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Journal Article

Migration Strategies for Multi‑Channel Service Provisioning in Public Agencies  pp214-225

Anne Fleur van Veenstra, Marijn Janssen

© Dec 2010 Volume 8 Issue 2, ECEG Conference Issue, Editor: Frank Bannister, pp83 - 235

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Abstract

Many public agencies aim to realize better service delivery for citizens and businesses by implementing multi‑channel service provisioning (MCSP). MCSP coordinates service delivery channels to enable citizens and businesses to choose their preferred channel for their contact with the government. As the introduction of MCSP requires substantial organizational and technical change, organizations are in search of the right migration strategies. This study explores migration strategies for MCSP deployed in practice. We found that migration strategies for MCSP can be divided into two types: design and change management strategies. By looking at four case studies and evaluating the findings during an expert workshop, we found that organizations prefer a gradual migration process, as both step‑wise migration and the celebration of quick‑wins were often mentioned strategies. Furthermore, the strategy to implement MCSP starting in the front office was observed more often than starting in the back office, as the client needs were usually taken as a starting point for the migration. And finally we found that the public agencies under study consider having the right change management strategy in place more important than deploying the right design strategy.

 

Keywords: multi-channel service provisioning, MCSP, integrated service delivery, multi-channel management, migration strategies, change strategies, eGovernment

 

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Journal Article

Multichannel Management in the Public Sector: A Literature Review  pp20-35

Christian Østergaard Madsen, Sara Hofmann

© Apr 2019 Volume 17 Issue 1, Editor: Dr Carl Erik Moe, pp1 - 64

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Abstract

The multichannel management field (MCM) of e‑government focuses on how government organizations select, prioritize and integrate public service channels in a multichannel environment as well as migrate citizens and other stakeholders from one channel to another to increase efficiency and user satisfaction. MCM scholars collaborate with practitioners, conduct field experiments and study government‑to‑citizen interaction in real‑life settings. MCM studies have led to important empirical findings, theory building and field‑tested practical recommendations. Despite such valuable contributions to both scholars and practitioners, there are no up‑to‑date, comprehensive literature reviews which synthesize the knowledge from the MCM literature. We therefore present a systematic and comprehensive literature review of MCM in e‑government. Our review follows established guidelines and covers three main areas. (1) We identify lead scholars and outlets, concepts analyzed and the main methods and theoretical lenses applied. (2) We synthesize results and suggestions for future studies from the papers. (3) Finally, we identify knowledge gaps and propose research approaches to addressing these gaps.

 

Keywords: Multichannel management, multi-channel management, literature review, channel strategy, government organizations

 

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