Aktiviteter pr. år
Abstract
E-government channels are a key to achieving economic savings from public digitization. Citizens tend to use multiple channels in a service encounter and often use e-government channels as a supplement instead of replacing traditional channels. There is a lack of knowledge regarding how government organizations apply findings from user studies to migrate citizens online while reducing traffic through traditional channels. The authors present a case study on how public authorities collaborate to create a multichannel strategy for an online application for single parents. After the multichannel strategy was implemented, there was an increase in the use of the application and a reduction in telephone calls. The authors wrote this chapter to contribute to channel choice and multichannel management literature.
Originalsprog | Engelsk |
---|---|
Titel | Innovative Perspectives on Public Administration in the Digital Age |
Antal sider | 21 |
Forlag | IGI global |
Publikationsdato | maj 2018 |
Sider | 121-141 |
Kapitel | 7 |
ISBN (Trykt) | 9781522559665 |
ISBN (Elektronisk) | 9781522559672 |
Status | Udgivet - maj 2018 |
Emneord
- E-government
- Multichannel strategy
- User studies
- Public digitization
- Online application
Fingeraftryk
Dyk ned i forskningsemnerne om 'How to Migrate Citizens Online and Reduce Traffic on Traditional Channels Through Multichannel Management: A case study of cross-organizational collaboration surrounding a mandatory self-service application'. Sammen danner de et unikt fingeraftryk.Aktiviteter
- 1 Foredrag og mundtlige bidrag
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Hvordan kan man forbedre digitale selvbetjeningsløsninger og reducere opkald?
Østergaard Madsen, C. (Oplægsholder)
7 jun. 2022Aktivitet: Tale eller præsentation - typer › Foredrag og mundtlige bidrag
Projekter
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4til80: Fra fire til firs procent? Diffusion og Domesticering af webbaserede selvbetjeningsløsninger til offentlige ydelser.
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Danish Council for Strategic Research
01/08/2012 → 23/11/2015
Projekter: Projekt › Forskning
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