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

Discussion and evaluation
In contrast to scenario approaches where alternative scenarios are derived based on
various future outlooks, the scenarios proposed in this study are based on different
views of a single scenario. This scenario has its primary influence from the model for
the dynamics of public service provisioning (C1) and the technological optimism found
in later stages of e-government maturity models. In this sense, the scenario provides a
conceptualisation of a service provisioning for an ideal (albeit probable) future, or a
vision for e-government. This is based on the assumption that the maturity levels
described by e-government stage models are probable and realistic. Classifying the
scenarios as future scenarios also allows for additional simplifications: i) Technology
aspects of PAIS that today are considered not to be fit for the design artefact can be
disregarded and considered as existing. ii) The cultural and political gap between the
current situation and the proposed scenario can be ignored, and thus address the failure
to accept the scenario as a description of possible current affairs.
In order to separate the concerns related to the service provider and the service receiver,
the scenario was decomposed into different views or separate scenarios. The service
provider viewpoint is based on interdisciplinary solution extrapolation (Vaishnavi and
Kuechler, 2007), using innovation toolkits for supporting local process flexibility. The
possibility of public/private partnerships is further suggested as part of the viewpoint.
This flexibility is perceived to be useful both in the case of outsourcing of services, and
related to issues including transparency or business agility (van Oosterhout et al., 2005).
The citizen viewpoint is based on C1, and by looking at currently known technology
affordances such as new service channels and the observed behaviour related to these.
The viewpoint is first modelled based on expected real world service interactions not
limited by current technology or service organisation. The technology aspects are
further added to support the scenario, combined with the idea of a single service portal
based on the My Processes research objective. The channel independency, or multichannel
provisioning of services, suggests that the service providers are available to the
citizen through multiple channels. The introduction of electronic channels for service
delivery should however not be at the expense of the perceived service quality.
The scenarios as presented suggest an alternative service delivery based on mash-ups of
current and envisioned technology and the use of these. By building scenarios that are
rich and open, the risk of excluding possible artefact suggestions at a later stage is
reduced. Adding too many features would on the other hand increase complexity. This
complexity could be reduced through adding additional views.
The scenarios are constructed as part of the study and are not verified by individuals not
involved in their construction. Since they are conceptualisations based on illustrating a
possible future, a Delphi approach could be conducted in order to balance possible bias.
Personal background could affect the scenarios, and as not all assumptions are made
explicit, suggested features might be political or value-laden. This can particularly be
related to the centralisation or devolution of government and the level of control or
support provided by the central state.
The human computer interaction aspects of the scenario are not considered, as they are
outside the scope of the study. These aspects are particularly related to the presentation
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