Title:	E-GOVERNMENT: AN IMPROVEMENT IN SERVICE?
Author(s):	Karl W. Sandberg , Hakan P. Sundberg
ISBN:	972-98947-5-2
Editors:	Pedro Isaías, Piet Kommers and Maggie McPherson
Year:	2004
Edition:	1
Keywords:	24/7 government, accessibility, e-services, citizens, e-government, Sweden.
Type:	Full Paper
First Page:	27
Last Page:	35
Language:	English
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Full Contents:	click to dowload
Paper Abstract:	Managers and other key staff involved in the development of Swedish e-government services were interviewed about their perceptions of changes caused by the shift from more traditional forms of government service delivery. Almost all were satisfied with the progress of the transition. It was felt that a shift to systems that are electronically based will result in economies and greater organizational efficiency. When questioned about potential problems, most felt they were manageable. However, they did not describe strategies indicating that problems were being addressed and managed. Focus was on getting functioning systems in place and then resolving with problems as identified. Evident was that issues such as being able to effectively evaluate progress/success, creating systems accessible by all potential users, information security, understanding costs and planning for rapid technology change were being minimized or ignored. Apparent is that until the issues are adequately addressed final cost is unknown, e-government systems will not by accessible by some citizens because they lack the skills and/or resources needed to take advantage of services offered, and the extent of change is unclear. Recommended is to better define real and potential problems and then to include solutions in e-government planning, design and implementation processes.
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