Building an Infrastructure to Manage Electronic Services

Building an Infrastructure to Manage Electronic Services

Ake Gronlund (Umea University, Sweden)
DOI: 10.4018/978-1-878289-95-7.ch006
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Abstract

For an organization to be able to deliver electronic services efficiently and professionally requires a “service infrastructure” including organizational solutions for logistics and customer (citizen) interactions. This chapter reviews a study covering three years of efforts by nine cities in eight European countries in developing such solutions. Generally, Web projects were seen as technical projects; though in fact issues pertaining to users and organization were most important, they were largely neglected. We found 12 distinct “challenges,” situations where the setting changed and the process was found in a stage of improvisation until new stability was achieved. The challenges fall into four categories, concerning users (4 challenges), organization (6), economy (1) and technology (1). We found that the overall process was largely unstructured and improvised. Stabilizing factors were central government policies (national, European Union), the general technical development, market demands and a cadre of Web agents” fostered within the organizations over years of Web projects. There was typically a missing infrastructure link, a body competent of managing the whole process of bundling services from different service providers and publishing them in a coherent fashion, providing support to service providers during the process of inventing, refining and evaluating services, improving operations and conducting the necessary but typically ignored activities of analysis of service quality and policy making. Our conclusion is that there is a great lack of strategic leadership in the field of electronic services in local governments in Europe. This is a big problem considering the importance of that sector and the challenges it is facing.

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Table of Contents
Chapter 1
Rens Scheepers, Jeremy Rose
This chapter highlights some key implementation challenges associated with the introduction of intranet technology. Based on the case we will argue... Sample PDF
Organizational Intranets: Cultivating Information Technology For the People By the People
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Chapter 2
Beverly Hope
The Internet has taken globalization of the marketplace from hyperbole to present-day reality. In this marketplace, information technology can be... Sample PDF
Service Qualtiy in the Virtual World: The Case of Extranets
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Chapter 3
Katia Passerini, Mary J. Granger, Kemal Cakici
Many organizations are currently implementing Web-based instruction (WBI). Approaches to WBI vary according to the type of organization as well as... Sample PDF
Web-based Instruction in Organizations: Impact, Advantages and Disadvantages
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Chapter 4
Ashu Guru, Fui Hoon (Fiona) Nah
The availability of hypertext and animation has a promising impact on education. With an increasing number of online courses and degrees offered... Sample PDF
Effect of Hypertext and Animation on Learning
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Chapter 5
John C. McIntosh, Keng Siau
This research seeks to advance understanding of information as a source of value creation in the digital economy. It therefore focuses on the nature... Sample PDF
Managing Value-Creation in the Digital Economy: Information Types and E-Business Models
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Chapter 6
Ake Gronlund
For an organization to be able to deliver electronic services efficiently and professionally requires a “service infrastructure” including... Sample PDF
Building an Infrastructure to Manage Electronic Services
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Chapter 7
I. Hakan Yetkiner, Csilla Horvath
Recently, parallel to developments in the communication technology, on-line shopping has become increasingly popular for many products, like books... Sample PDF
Macroeconomic Implications of Virtual Shopping: A Theoretical Approach
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Chapter 8
Raymond R. Panko
In the next few years, we are likely to see dramatically improved wireless communication technologies and small handheld access devices (HADs) such... Sample PDF
M-Commerce: Mobile Electronic Commerce
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Chapter 9
Betty Wang, Fui Hoon (Fiona) Nah
E-business has changed the definition of enterprise systems. Beyond the core business functions that ERP has traditionally focused on, e-business... Sample PDF
ERP + E-Business = A New Vision of Enterprise System
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Chapter 10
Raymond R. Panko
Security is one of the fastest-growing concerns in e-commerce and intranets. This chapter describes a number of attacks that hackers may attempt... Sample PDF
Security: The Snake in the E-Commerce Garden
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Chapter 11
Ross A. Lunley
An organization’s e-commerce strategies either represent their entire existence for an Internet-only business or a significant investment by a... Sample PDF
Managing Web Site Performance and Reliability
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Chapter 12
John M. Artz
Data warehousing is an emerging technology that greatly extends the capabilities of relational databases specifically in the analysis of very large... Sample PDF
From Web Log to Data Warehouse: An Evolving Example
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About the Authors