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Title:
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CITIZEN SERVICES IN PORTO CITY COUNCIL: A PORTUGUESE CASE STUDY OF E-GOVERNMENT |
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Author(s):
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João F. Proença |
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ISBN:
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972-8939-03-5 |
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Editors:
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Pedro Isaías, Piet Kommers and Maggie McPherson |
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Year:
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2005 |
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Edition:
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Single |
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Keywords:
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e-government; public services marketing; public administration; e-marketing. |
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Type:
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Full Paper |
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First Page:
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147 |
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Last Page:
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154 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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This paper shows the role that Internet may play in the Public Administration through the analysis of Office of Citizen Services in Porto, Portugal. The city council has recently created the office that has served in a very satisfactory and interesting way as an interface between the citizen and the city council, making use of the Internet. The paper discusses and analyses the case study bringing together three different marketing areas: services marketing, public services marketing and e-marketing. The study clearly shows that the Office considers the citizen as a customer, and that the services are organized for the citizen, namely the online services |
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