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

Willem Pieterson, Christian Østergaard Madsen, Wolfgang Ebbers

Research output: Conference Article in Proceeding or Book/Report chapterArticle in proceedingsResearchpeer-review


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.
Original languageEnglish
Title of host publicationInternational Conference on Electronic Government : Lecture Notes in Computer Science
Number of pages72
PublisherSpringer Nature
Publication date1 Sept 2022
ISBN (Print) 978-3-031-15085-2
ISBN (Electronic)978-3-031-15086-9
Publication statusPublished - 1 Sept 2022
EventInternational conference on electronic government - Linköping University, Linköping, Sweden
Duration: 6 Sept 20228 Sept 2022


ConferenceInternational conference on electronic government
LocationLinköping University
Internet address


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


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