Omni-Channel Overtures: Defining the Concept and Its Applicability in Public Sector Channel Management

Willem Pieterson; Christian Østergaard Madsen; Wolfgang Ebbers

Omni-Channel Overtures: Defining the Concept and Its Applicability in Public Sector Channel Management

Willem Pieterson, Christian Østergaard Madsen, Wolfgang Ebbers

Publikation: Konference artikel i Proceeding eller bog/rapport kapitel › Konferencebidrag i proceedings › Forskning › peer review

Abstract

The channel landscape and citizens’ channel behaviors are continuously evolving. This challenges how governments manage service delivery and their available service channels. To address these challenges, a new type of strategy has surfaced in the literature on private sector channel management; omni-channel management. But could the omni-channel concept be applied in the public sector context as well? More importantly: could it address the current challenges in the channel landscape? Currently no comprehensive studies exist that examine omni-channel management in a public sector setting. Therefore, we present relevant developments in the channel landscape and discuss how an omni-channel approach could be applied in the public sector.

Originalsprog	Engelsk
Titel	International Conference on Electronic Government : Lecture Notes in Computer Science
Antal sider	72
Vol/bind	13391
Forlag	Springer
Publikationsdato	1 sep. 2022
Sider	60
ISBN (Trykt)	978-3-031-15085-2
ISBN (Elektronisk)	978-3-031-15086-9
Status	Udgivet - 1 sep. 2022
Begivenhed	International conference on electronic government - Linköping University, Linköping, Sverige Varighed: 6 sep. 2022 → 8 sep. 2022 https://dgsociety.org/egov-2022/

Konference

Konference	International conference on electronic government
Lokation	Linköping University
Land/Område	Sverige
By	Linköping
Periode	06/09/2022 → 08/09/2022
Internetadresse	https://dgsociety.org/egov-2022/

Emneord

service delivery
channel management
omni-channel
channel strategy
e-government

Adgang til dokumentet

Omnichannel Management - revised submissionAccepteret manuskript, 309 KB

Workshop on classification on citizen requests
Østergaard Madsen, C. (Oplægsholder)
17 dec. 2024
Aktivitet: Tale eller præsentation - typer › Foredrag og mundtlige bidrag

Citationsformater

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title = "Omni-Channel Overtures: Defining the Concept and Its Applicability in Public Sector Channel Management",

abstract = "The channel landscape and citizens{\textquoteright} channel behaviors are continuously evolving. This challenges how governments manage service delivery and their available service channels. To address these challenges, a new type of strategy has surfaced in the literature on private sector channel management; omni-channel management. But could the omni-channel concept be applied in the public sector context as well? More importantly: could it address the current challenges in the channel landscape? Currently no comprehensive studies exist that examine omni-channel management in a public sector setting. Therefore, we present relevant developments in the channel landscape and discuss how an omni-channel approach could be applied in the public sector.",

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booktitle = "International Conference on Electronic Government",

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Omni-Channel Overtures: Defining the Concept and Its Applicability in Public Sector Channel Management. / Pieterson, Willem; Østergaard Madsen, Christian; Ebbers, Wolfgang.
International Conference on Electronic Government: Lecture Notes in Computer Science. Bind 13391 Springer, 2022. s. 60.

Publikation: Konference artikel i Proceeding eller bog/rapport kapitel › Konferencebidrag i proceedings › Forskning › peer review

TY - GEN

T1 - Omni-Channel Overtures

T2 - International conference on electronic government

AU - Pieterson, Willem

AU - Østergaard Madsen, Christian

AU - Ebbers, Wolfgang

PY - 2022/9/1

Y1 - 2022/9/1

N2 - The channel landscape and citizens’ channel behaviors are continuously evolving. This challenges how governments manage service delivery and their available service channels. To address these challenges, a new type of strategy has surfaced in the literature on private sector channel management; omni-channel management. But could the omni-channel concept be applied in the public sector context as well? More importantly: could it address the current challenges in the channel landscape? Currently no comprehensive studies exist that examine omni-channel management in a public sector setting. Therefore, we present relevant developments in the channel landscape and discuss how an omni-channel approach could be applied in the public sector.

AB - The channel landscape and citizens’ channel behaviors are continuously evolving. This challenges how governments manage service delivery and their available service channels. To address these challenges, a new type of strategy has surfaced in the literature on private sector channel management; omni-channel management. But could the omni-channel concept be applied in the public sector context as well? More importantly: could it address the current challenges in the channel landscape? Currently no comprehensive studies exist that examine omni-channel management in a public sector setting. Therefore, we present relevant developments in the channel landscape and discuss how an omni-channel approach could be applied in the public sector.

KW - service delivery

KW - channel management

KW - omni-channel

KW - channel strategy

KW - e-government

KW - service delivery

KW - channel management

KW - omni-channel

KW - channel strategy

KW - e-government

M3 - Article in proceedings

SN - 978-3-031-15085-2

VL - 13391

SP - 60

BT - International Conference on Electronic Government

PB - Springer

Y2 - 6 September 2022 through 8 September 2022

ER -

Omni-Channel Overtures: Defining the Concept and Its Applicability in Public Sector Channel Management

Abstract

Konference

Emneord

Adgang til dokumentet

Fingeraftryk

Aktiviteter

Workshop on classification on citizen requests

Citationsformater