Multi-Channel Delivery of E-Services in the Light of M-Government Challenge

Multi-Channel Delivery of E-Services in the Light of M-Government Challenge

Panagiotis Germanakos (University of Cyprus, Cyprus), George Samaras (University of Cyprus, Cyprus) and Eleni Christodoulou (University of Cyprus, Cyprus)
DOI: 10.4018/978-1-59904-947-2.ch124
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During the last decade, users have become accustomed to new means of service delivery in the private sector. Nowadays, users expect the same level of variety from the public sector: they want their interactions to be convenient, and they prefer to be online rather than in-line. New developments in ICT along with the growth of mobile communication allow the involved sectors to meet these challenges by re-engineering their front-end and back-end of?ce. They have developed new ways of interaction through a variety of channels allowing users to consume their services anytime, anywhere, and anyhow, restructure services that accommodate their users’ needs, and re-organize processes within and between separate administrative bodies. This chapter will examine the interaction requirements regarding a friendlier and more effective multi-channel services environment, the mobility challenges, and their apt implementation in the governmental sector placing emphasis on the technological constraints of an m-government open interoperable multi-service delivery infrastructure and the impact of its single-point of access functionality across the borders of the new digitally integrated Pan-European reality.

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