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 Issue
Volume 9 Issue 2, ECEG / Dec 2011  pp93‑222

Editor: Frank Bannister

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The Role of National Culture on Citizen Adoption of eGovernment services: An Empirical Study  pp93‑106

Omar Al-Hujran, Mahmoud Al-dalahmeh, Anas Aloudat

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The use of Web 2.0 on Mexican State Websites: A Three‑Year Assessment  pp107‑121

Rodrigo Sandoval-Almazan, J. Ramon Gil-Garcia, Luis F. Luna-Reyes, Dolores E. Luna, Gabriela Diaz-Murillo

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Pan‑European Services in Slovenia  pp122‑131

Jaro Berce, Vasja Vehovar, Ana Slavec, Mirko Vintar

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Predictive Analytics in the Public Sector: Using Data Mining to Assist Better Target Selection for Audit  pp132‑140

Duncan Cleary

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Collaborative Network Analysis of two eGovernment Conferences: Are we Building a Community?  pp141‑151

Nusa Erman, Ljupco Todorovski

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A Multi‑Level Framework for ICT‑Enabled Governance: Assessing the Non‑Technical Dimensions of 'Government Openness'  pp152‑165

Misuraca Gianluca, Alfano, Giuseppe, Viscusi, Gianluigi

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Determinants of eGovernment Maturity in the Transition Economies of Central and Eastern Europe  pp166‑182

Princely Ifinedo, Mohini Singh

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The Challenges of Accelerating Connected Government and Beyond: Thailand Perspectives  pp183‑202

Asanee Kawtrakul, Intiraporn Mulasastra, Tawa Khampachua, Somchoke Ruengittinun

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Examining the Potential for Channel Shift in the UK Through Multiple Lenses  pp203‑213

Darren Mundy, Qasim Umer, Alastair Foster

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As we globally enter a period of shifting economic fortunes and austerity measures, public service bodies continue to look to make provision more effective and efficient. In this context, such organisations look at service provision, making judgements on the value, type, and location of such provision. Inevitably questions arise as to whether particular aspects of provision can operate differently or be served through different channels at lower cost (saved either through cost of service or efficiency sa vings from doing things better). Questions arise about whether savings are possible, and what opportunities are offered through revision of service. Citizens are also becoming more demanding over service provision, recognising government wastage and dema nding service reform that best makes use of the public purse. The aim of this paper is to detail research findings from a project designed to discover the scope for channel shift (principally migrating users from mediated to self‑help solutions) within local government services. The research was carried out on behalf of a group consisting of regional and local governmental public bodies including nine councils and the local area police force. The research consisted of four defined stages: identification from within the public sector bodies of scope for shifting provision; collection of case studies related to successful switches of provision; sampling of customer groups in relation to perspectives on changes to provision; and the creation of a framework to support a business case for strategic decision making regarding channel shift. In terms of project findings, within the initial stage of the project there was no shortage of ideas related to the potential for change to provision linked to a channel sh ift. The issue was explored through Customer Service Managers with all identifying services with clear scope for change from the automation of different elements of environmental services, through a more comprehensive linking together of benefits services , to simple customer data collection. However, one of the underlying issues is the lack of accessible management data that can easily be aggregated together to support a business case for provision reform. This initial data provided a starting point for t he discovery of case studies linked to channel shift and service migration. Thirteen case studies were highlighted from the research linked to the areas identified by Customer Service Managers where reform may make a difference. This case study material p rovided a range of information about key benefits and issues with service reform in the identified areas. Following case study identification, customer perceptions on service reform were canvassed (n=197 customers at six locations) through the use of a detailed questionnaire. The results suggest that: there are concerns regarding access to e‑service provision (brought about through either lack of technology or knowledge); that there is a demand for system reform (focused on doing things the right way for the right cost); finally, that at present the most valuable local government service offered on the web is access to local information with this sometimes being difficult to find. In the final stage of the project a business case template was design ed. The business case was to better enable strategic decision making regarding channel shift. The business case is designed to enable the evaluation of requests for service channel growth with critical examination of potential success factors for the shif t of government services. Research around successful case study data also identified cases wherein success had not been achieved. Development and implementation of a business case template should enable teams to develop a better understanding of the poten tial for success or failure and indicate clearly measures needed to best support channel shift occurring. 


Keywords: eGovernment, channel shift, transformational government, citizen requirements, e-services


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Towards an Information Strategy for Combating Identity Fraud in the Public Domain: Cases from Healthcare and Criminal Justice  pp214‑222

Marijn Plomp, Jan Grijpink

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