Abstract
Citizens’ use of e-government channels is considered key to achieving savings from the digitization of the public sector. Channel choice studies have found that citizens use multiple channels in a service encounter and e-government channels supplement, rather than replace traditional channels. This interplay between traditional and e-government channels remains to be explained. There is also a lack of empirical knowledge of how government organizations can apply findings from user studies and migrate citizens online while simultaneously reducing traffic through traditional channels. Therefore the authors present a detailed longitudinal case study of how public authorities collaborated to create a multichannel strategy for a mandatory online self-service application for single parents. After the
strategy was carried out there was an increase in the use of the application and a substantial reduction in calls. The authors offer contributions to the channel choice literature and recommendations on multichannel management to practitioners.
strategy was carried out there was an increase in the use of the application and a substantial reduction in calls. The authors offer contributions to the channel choice literature and recommendations on multichannel management to practitioners.
Original language | English |
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Journal | International Journal of Public Administration in the Digital Age |
Pages (from-to) | 94-110 |
Number of pages | 23 |
ISSN | 2334-4520 |
DOIs | |
Publication status | Published - Jul 2016 |
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Feltstudier og klar kommunikation gør digitale brugere trygge
Christian Østergaard Madsen & Pernille Kræmmergaard
16/04/2015
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