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A Comparative Study of Governmental One-Stop Portals for Public Service Delivery

A Comparative Study of Governmental One-Stop Portals for Public Service Delivery

Thomas Kohlborn, Axel Korthaus, Christoph Peters, Erwin Fielt
Copyright: © 2015 |Pages: 19
ISBN13: 9781466683587|ISBN10: 1466683589|EISBN13: 9781466683594
DOI: 10.4018/978-1-4666-8358-7.ch103
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MLA

Kohlborn, Thomas, et al. "A Comparative Study of Governmental One-Stop Portals for Public Service Delivery." Public Affairs and Administration: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, IGI Global, 2015, pp. 2009-2027. https://doi.org/10.4018/978-1-4666-8358-7.ch103

APA

Kohlborn, T., Korthaus, A., Peters, C., & Fielt, E. (2015). A Comparative Study of Governmental One-Stop Portals for Public Service Delivery. In I. Management Association (Ed.), Public Affairs and Administration: Concepts, Methodologies, Tools, and Applications (pp. 2009-2027). IGI Global. https://doi.org/10.4018/978-1-4666-8358-7.ch103

Chicago

Kohlborn, Thomas, et al. "A Comparative Study of Governmental One-Stop Portals for Public Service Delivery." In Public Affairs and Administration: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, 2009-2027. Hershey, PA: IGI Global, 2015. https://doi.org/10.4018/978-1-4666-8358-7.ch103

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Abstract

The continuing need for governments to radically improve the delivery of public services has led to a new, holistic government reform strategy labeled “Transformational Government” that strongly emphasizes customer-centricity. Attention has turned to online portals as a cost effective front-end to deliver services and engage customers as well as to the corresponding organizational approaches for the back-end to decouple the service interface from the departmental structures. The research presented in this paper makes three contributions: Firstly, a systematic literature review of approaches to the evaluation of online portal models in the public sector is presented. Secondly, the findings of a usability study comparing the online presences of the Queensland Government, the UK Government and the South Australian Government are reported and the relative strengths and weaknesses of the different approaches are discussed. And thirdly, the limitations of the usability study in the context of a broader “Transformational Government” approach are identified and service bundling is suggested as an innovative solution to further improve online service delivery.

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