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.
|Titel||International Conference on Electronic Government : Lecture Notes in Computer Science|
|Publikationsdato||1 sep. 2022|
|Status||Udgivet - 1 sep. 2022|
|Begivenhed||International conference on electronic government - Linköping University, Linköping, Sverige|
Varighed: 6 sep. 2022 → 8 sep. 2022
|Konference||International conference on electronic government|
|Periode||06/09/2022 → 08/09/2022|