Managing Electronic Services: A Public Sector Perspective

✍ Scribed by Åke Grönlund (auth.)

• Publisher: Springer-Verlag London
• Year: 2000
• Tongue: English
• Leaves: 253
• Series: Practitioner Series
• Edition: 1
• Category: Library

✦ Synopsis

Electronic Service Management is an emerging concept. It covers the organisational, economic technical and user issues involved when integrating the development of electronic services. This is particularly important (and more complicated) within public sector organisations.
Managing Electronic Services provides an easy to read and practical guide to portal-electronic services development in the public sector. The book takes an organisational perspective asking 'How do you make things work in your organisation and in relation to your customers or users?' By integrating the managerial, technical and economic issues, the authors can put them into context with the need to understand user requirements and expectations.
Lots of examples are provided, giving tips on how to avoid many of the pitfalls you might meet along the way, and showing you how to diagnose potential problems and find ways of dealing with them effectively.

✦ Table of Contents

Front Matter....Pages i-xxx
Front Matter....Pages 1-1
Challenge 1: Start-up of What? Arriving at Common Goals for Electronic Services....Pages 3-21
Challenge 2: Thousands of Pages - From Project to Organization....Pages 23-31
Appearance - Organize the Usability Improvement Process....Pages 33-43
Challenge 4: Parallel Systems - Use Electronic Services Only When You Need Them....Pages 45-54
Future Technical Platform - Look Back, Look Aside, Look Ahead....Pages 55-81
Departmental Integration of Data Resources - Don’t Lock up Your Resources....Pages 83-100
Challenge 7: Staff Motivation - Enrol the Staff in Your Team....Pages 101-108
Challenge 8: Poor Usability - Let the Users Be Your Guide....Pages 109-135
Challenge 9: Where is the Payoff? Some Benefits Come Later....Pages 137-156
Challenge 10: What is Our Role? From Monopoly to Service Provider....Pages 157-169
Challenge 11: Where Are the Users? Users Want Your Service, Not Your System....Pages 171-184
Challenge 12: Managing Administrative Tribes - Projects Don’t Fail Because of Too Many Enemies, But Because of Too Few Friends....Pages 185-191
Conclusions From the Dozen Challenges....Pages 193-200
Front Matter....Pages 201-201
Introduction to Part 2....Pages 203-207
Cities and the Local Information Society....Pages 209-220
Conclusions....Pages 221-231
Back Matter....Pages 233-238

✦ Subjects

Information Systems Applications (incl. Internet); Multimedia Information Systems; Business Information Systems; User Interfaces and Human Computer Interaction