What citizens experience and how omni-channel could help–insights from a building permit case

IF 4.9 3区 管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE
Birgit Schenk, Mateusz Dolata, C. Schwabe, G. Schwabe
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引用次数: 3

Abstract

PurposeBy increasing the digitalization of commercial services citizens' expect more from public services. First of all, this study will strive to identify which problems citizens encounter when they use a complex public service: preparation of an application for a building permit. In the light of the popularity of omnichannel approaches, the study then explores how omni-channel could help to address the problems which have been identified.Design/methodology/approachWe implement the first phases of an action design science research project. We collect data both from citizens and public agencies and frame them as transparency problems. These abstract problems are then addressed by an omnichannel service provision as an abstract solution. The abstract solution is then instantiated in a design in the form of a user scenario developed in collaboration with current and future public officials.FindingsThe analysis uncovers multiple transparency issues: it distinguishes between process, case, language, cross-channel and cost transparency. One root cause of the transparency issues observed is the lack of service transparency which defines the purpose and scope of a ser-vice. We therefore recommend defining a service-strategy before informational and technical aspects of an omnichannel approach can be implemented. Following this strategy, omnichannel offers public administrations unique opportunities to excel in citizens' service provision.Originality/valueThe study provides insights into how citizens view complex public services. For researchers, this study offers the conceptualization as transparency issues. Practitioners from the public administrations can also benefit from the concept and vision of omnichannel public services.
市民的体验和全渠道的帮助——一个建筑许可案例的启示
目的通过提高商业服务的数字化程度,提高公民对公共服务的期望。首先,本研究将努力确定公民在使用复杂的公共服务时遇到的问题:准备建筑许可证申请。鉴于全渠道方法的普及,本研究随后探讨了全渠道如何帮助解决已确定的问题。设计/方法/方法我们实施行动设计科学研究项目的第一阶段。我们从公民和公共机构收集数据,并将其定义为透明度问题。这些抽象问题随后由全渠道服务提供作为抽象解决方案来处理。然后,抽象解决方案在与当前和未来的公共官员合作开发的用户场景形式的设计中实例化。该分析揭示了多个透明度问题:它区分了流程、案例、语言、跨渠道和成本透明度。所观察到的透明度问题的一个根本原因是缺乏定义服务的目的和范围的服务透明度。因此,我们建议在实现全渠道方法的信息和技术方面之前定义一个服务策略。根据这一战略,全渠道为公共行政部门提供了独特的机会,使其在提供公民服务方面表现出色。独创性/价值这项研究提供了市民如何看待复杂的公共服务的见解。对于研究人员来说,这项研究提供了概念化的透明度问题。公共行政部门的从业人员也可以从全渠道公共服务的概念和愿景中受益。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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来源期刊
Information Technology & People
Information Technology & People INFORMATION SCIENCE & LIBRARY SCIENCE-
CiteScore
8.20
自引率
13.60%
发文量
121
期刊介绍: Information Technology & People publishes work that is dedicated to understanding the implications of information technology as a tool, resource and format for people in their daily work in organizations. Impact on performance is part of this, since it is essential to the well being of employees and organizations alike. Contributions to the journal include case studies, comparative theory, and quantitative research, as well as inquiries into systems development methods and practice.
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