 Implementing eGovernmentÅke Grönlund and Katarina L. Gidlund A chapter in E-Government, 2010, pp 495-540 from Springer Abstract: Zusammenfassung eGovernment has a bad reputation for numerous examples of unsuccessful projects and sometimes even total failures, but there are also success stories. Looking at eGovernment broadly there is a huge difference in the use of technology compared to ten years ago, but compared to the private sector the government sector appears slow to embrace electronic services and even slower to reorganize so as to realize benefits in terms of government costs. What makes the difference between success and failure? Two cases may illustrate the problems in brief. The Swedish CSN (Student Loan Agency) can claim a huge success. Ten years ago the agency was in deep trouble unable to answer phone calls from students and delivering decisions midway through the semester when students need their loan at the start. After a decisive eService implementation, by 2006 the agency made about 40 % of the decisions automatically based on forms the students fill in on the web and automatic checks against other government agencie’ records to validate information. The response time in the call centre is 2,5 minutes (down from 6,5 two years earlier), and the average case handling time is 1,5 days, down from 2,2, two years earlier. Date: 2010 There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it. Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-8349-6343-7_24 Ordering information: This item can be ordered from DOI: 10.1007/978-3-8349-6343-7_24 Access Statistics for this chapter More chapters in Springer Books from Springer |
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