A case analysis of E-government service delivery through a service chain dimension

Vishanth Weerakkody, Ramzi El-Haddadeh, Uthayasankar Sivarajah, Amizan Omar and Andreea Molnar

International Journal of Information Management, 2019, vol. 47, issue C, 233-238

Abstract: Unlike e-business few studies have examined how information is generated and exchanged between stakeholders in an e-government service chain to generate value for citizens. This case study applies the concept of service chains to empirically explore: a) how internal and external business activities in local government authorities (LGAs) contribute to electronic service delivery, and b) the impact that internal and external stakeholders have on these activities. The case study found that the diversity of stakeholders involved and lack of appropriate mechanisms for information exchange and collaboration are posing the biggest challenges for efficient local e-government service delivery.

Keywords: E-government; Service chains; Local government; Value; Enterprise systems (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:ininma:v:47:y:2019:i:c:p:233-238

DOI: 10.1016/j.ijinfomgt.2018.11.001

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