Requirements Analysis and General Functional Model of Seamless, Citizen-Oriented Service Delivery
Maria Pettenati (University of Applied Aciences of Western Switzerland, Switzerland), Elena Mugellini (Univerisity of Florence, Italy) and Omar Abou Khaled (University of Applied Aciences of Western Switzerland, Switzerland)
Copyright: © 2007
Seamless services provide citizens with what they need to know in a particular topic without having to know which government level or agencies they must contact to get it. Seamless services meet efficiency targets, reduce costs and respond to citizen demands for improved services; they help governments to be more citizen-centered, outcome-oriented, efficient and accountable. This chapter outlines main requirements for the delivery of seamless services and presents a general functional model (e-government service marketplace) for the delivery of shared services to citizens at transaction level (i.e. supporting a complete online handling of a service). The main functionalities of the egovernment service marketplace are analyzed in details. Advantages, disadvantages and the impact of this concept on the three fundamental axes: social, economic and technical are discussed as well. The chapter ends with some insights on future trends and open issues about seamless services delivery and enabling systems.