Online One-Stop Government: A Single Point of Access to Public Services

Online One-Stop Government: A Single Point of Access to Public Services

Efthimios Tambouris (Achetypon SA, Greece) and Maria Wimmer (University of Linz, Austria)
Copyright: © 2005 |Pages: 30
DOI: 10.4018/978-1-59140-348-7.ch006
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One-stop government refers to the integration of public services from a customer’s (citizen, business) point of view. One-stop government suggests that customers may request any public service through a single point of access using the communication channel of their choice (e.g., citizen center, call center, Internet, etc.). The one-stop concept further attempts to reduce the number of contacts with the authorities per service consumption to a minimum— one single interaction at best. The information and public services offered are organized and integrated in a customer-focused manner to address the personal needs and to cover the exact requirements of the citizens and business customers. To exploit the potential of one-stop government, the public sector should be accommodated with a set of information and communication technology tools that allow the back-office processes to interoperate. The public servants may thereafter use these tools in order to create and manage information and integrated public services that match the needs of their customers. In this chapter, the concept of online one-stop government is examined and a framework for realizing one-stop government is proposed. The proposed framework consists of process models and an open interoperable software architecture. A demonstrator that has been developed to implement the architectural design is also presented. Furthermore, the results of the trial use of the demonstrator in three European countries are outlined. Finally, experiences gained are provided and impact is assessed.

Complete Chapter List

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Table of Contents
Wayne Huang, Keng Siau, Kwok Kee Wei
Chapter 1
Bernd Carsten Stahl
During its relatively short history, e-commerce, the use of information and communication technology (ICT) in business, has been more successful and... Sample PDF
The Paradigm of E-Commerce in E-Government and E-Democracy
Chapter 2
Bryane Michael, Michael Bates
The IMF has been leading efforts to develop and implement codes of monetary and fiscal transparency. Such codes aim to increase disclosure of public... Sample PDF
Implementing and Assessing Transparency in Digital Government: Some Issues in Project Management
Chapter 3
Hans Jochen Scholl
Governments at all levels and across all branches have been urged to become leaner and smarter, providing better and faster service at lower cost.... Sample PDF
The Dimensions of Business Process Change in Electronic Government
Chapter 4
Roberto Evaristo, Beomsoo Kim
The business of government can be streamlined by offering interactive services for the public and placing procurement mechanisms and relationships... Sample PDF
A Strategic Framework for a G2G E-Government Excellence Center
Chapter 5
Kam Fai Wong, Matthew Ka Wing Tam
E-government is an exciting area for applying information and communication technologies (ICT). ICT can improve the efficiency and effectiveness in... Sample PDF
Access Control Model for Webservices E-Government Infrastructure
Chapter 6
Efthimios Tambouris, Maria Wimmer
One-stop government refers to the integration of public services from a customer’s (citizen, business) point of view. One-stop government suggests... Sample PDF
Online One-Stop Government: A Single Point of Access to Public Services
Chapter 7
George Yee, Khalil El-Khatib, Larry Korba, Andrew S. Patrick, Ronggong Song, Yuefei Xu
This chapter explores the challenges, issues, and solutions associated with satisfying requirements for privacy and trust in e-government.... Sample PDF
Privacy and Trust in E-Government
Chapter 8
Yining Chen, Wayne Huang, D. Li, H. Z. Shen, P. Z. Zhang, Lori Klamo
Over the last decade, the Internet has become one of the most important means of communication in all social areas. The success of Web technology... Sample PDF
A Comparative Study of Strategic Issues of Digital Government Implementation Between Developed and Developing Countries
Chapter 9
Xuetao Guo, Jie Lu
Electronic government (e-government) breaks down the barrier of distance and time, and offers the potential for government to better deliver its... Sample PDF
Effectiveness of E-Government Online Services in Australia
Chapter 10
Airi Salminen, Virpi Lyytikainen, Pasi Tiitinen, Olli Mustajarvi
The Finnish Parliament has been active in utilizing information and communication technologies in the parliamentary work as well as in communicating... Sample PDF
Implementing Digital Government in the Finnish Parliament
Chapter 11
Jing Zhang, Anthony M. Cresswell, Fiona Thompson
This chapter reports a study of how participants’ expectations of interorganizational knowledge sharing are related to the success of information... Sample PDF
Participants' Expectations and the Success of Knowledge Networking in the Public Sector
Chapter 12
Hongmin Chen, Qing Zhang
This chapter will present and discuss some successful experience of Shanghai’s e-government strategies and implementation from the perspective of a... Sample PDF
Shanghai's E-Government: Implementation Strategies and a Case Study
Chapter 13
Leo Tan Wee Hin, R. Subramaniam
The insertion of an e-government in the public administration infrastructure of Singapore has spawned a bureaucratic renaissance with wide-ranging... Sample PDF
E-Government: Implementation Policies and Best Practices from Singapore
Chapter 14
Shawren Singh, Goonasagree Naidoo
With the rapid technological development, electronic governance is a justifiable reality. In this chapter we look at the unique environment under... Sample PDF
Towards an E-Government Solution: A South African Perspective
Chapter 15
Dieter Spahni
The administration portal for Switzerland,, is based on a powerful meta-database of available resources and services of the public... Sample PDF
Building the Network State
Chapter 16
Kecheng Liu, Michael Hu
Technological infrastructure must satisfy business requirements, and more importantly, it must be able to evolve to meet the new requirements. This... Sample PDF
Semiotic Analysis of E-Policing Strategies in the United Kingdom
Chapter 17
Yu-Che Chen, Richard Knepper
This chapter provides policy makers with a comprehensive framework for developing national digital government strategies. This framework raises the... Sample PDF
Digital Government Development Strategies: Lessons for Policy Makers from a Comparative Perspective
Chapter 18
Shin-Yuan Hung, Cheng-Yuan Ku, Chia-Ming Chang
E-government has become one of the most important issues in the transformation of the public sector in many countries. However, it is not easy to... Sample PDF
E-Government Applications and User Acceptance in Taiwan
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