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.
| Original language | English |
|---|---|
| Title of host publication | International Conference on Electronic Government : Lecture Notes in Computer Science |
| Number of pages | 72 |
| Volume | 13391 |
| Publisher | Springer Nature |
| Publication date | 1 Sept 2022 |
| Pages | 60 |
| ISBN (Print) | 978-3-031-15085-2 |
| ISBN (Electronic) | 978-3-031-15086-9 |
| Publication status | Published - 1 Sept 2022 |
| Event | International conference on electronic government - Linköping University, Linköping, Sweden Duration: 6 Sept 2022 → 8 Sept 2022 https://dgsociety.org/egov-2022/ |
Conference
| Conference | International conference on electronic government |
|---|---|
| Location | Linköping University |
| Country/Territory | Sweden |
| City | Linköping |
| Period | 06/09/2022 → 08/09/2022 |
| Internet address |
Keywords
- service delivery
- channel management
- omni-channel
- channel strategy
- e-government