Many governments worldwide are engaging into digital transformation initiatives to improve
efficiency, effectiveness, cost, and transparency. Collaborative e-government processes …

How can employees be qualified to provide sound customer advisory services? How can
they be empowered to deliver the value of public sector modernization to customers? In this …

Abstract Knowledge networks enable businesses to enhance their levels of innovation and
market competitiveness. In this paper, we propose five principles for designing IT tools that …

Purpose–The purpose of this paper is to investigate the face-to-face citizen service
encounter in public administrations' front offices, and present a novel qualification approach …

In public advisory services, the individual's satisfaction depends less on extrinsic factors (eg,
monetary rewards) than on their inner needs fulfillment. Currently used IT-systems …

In public advisory services, the individual's satisfaction depends less on extrinsic factors (eg,
monetary rewards) than on their inner needs fulfillment. Currently used IT-systems …

While commercial service industries (eg banks,[CS06],[US09]) have made significant
advances in improving their advisory services, the public sector is lagging behind: there is a …

Today's government front offices mainly provide transaction-oriented processing services.
However, in recent years citizens' expectations have raised and are demanding more citizen …

Pilot projects are a means of learning whether the promises of an E-Government-innovation
hold true. We analyze the case of an unsuccessful E-Government pilot projects for patterns …

Although online social media have achieved spectacular success in some instances, the
design of such systems remains an art. In some specialized areas, such as online …