Multi-channel provisioning of public services - Department of ...

5 Research publications
Research is to see what everybody else has seen, and to think what nobody else
has thought.
- Albert Szent-Györgi
This chapter presents the research publications of the study from P1 to P9. It is divided
into groups according to Figure 2 in section 1.7:
• Literature studies within the knowledge base
• Design work through artefact suggestion and evaluation
• Case studies within the problem environment.
Each publication is presented based on the published title, authors, and abstract
followed by a brief description of the paper, the author’s contribution to the paper and
the publication details.
5.1 Literature studies within the knowledge base
P1: Service delivery in transformational government: model and
scenarios
Authors:
Gustav Aagesen and John Krogstie.
Abstract:
By formalising the processes related to government service provisioning, it is possible
to identify best practice, room for improvement and potential for added service value.
Work supported by ICT has the potential of increased efficiency and control, but there
is also danger of locking down to a sub-optimal service delivery with low flexibility.
Through experimental methods and supported by case studies, we have established a
model to aid the conceptual understanding of the dynamics of modern government
service delivery. In light of this model, scenarios for service-centric and citizen-centric
delivery of government services are presented. The paper describes areas crucial to
government service delivery and its supporting tools, methods, and infrastructure for
process work in the transformational government scenario.
Description:
P1 is based on an initial literature study followed by meta-synthesis (Sandelowski et al.,
1997) and the development of a conceptual model (C1) using experimental and