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Smart City Portals for Public Service Delivery: Insights From a Comparative Study

Smart City Portals for Public Service Delivery: Insights From a Comparative Study

Christoph Peters, Axel Korthaus, Thomas Kohlborn
Copyright: © 2019 |Pages: 21
ISBN13: 9781522570301|ISBN10: 1522570306|EISBN13: 9781522570318
DOI: 10.4018/978-1-5225-7030-1.ch026
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MLA

Peters, Christoph, et al. "Smart City Portals for Public Service Delivery: Insights From a Comparative Study." Smart Cities and Smart Spaces: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, IGI Global, 2019, pp. 578-598. https://doi.org/10.4018/978-1-5225-7030-1.ch026

APA

Peters, C., Korthaus, A., & Kohlborn, T. (2019). Smart City Portals for Public Service Delivery: Insights From a Comparative Study. In I. Management Association (Ed.), Smart Cities and Smart Spaces: Concepts, Methodologies, Tools, and Applications (pp. 578-598). IGI Global. https://doi.org/10.4018/978-1-5225-7030-1.ch026

Chicago

Peters, Christoph, Axel Korthaus, and Thomas Kohlborn. "Smart City Portals for Public Service Delivery: Insights From a Comparative Study." In Smart Cities and Smart Spaces: Concepts, Methodologies, Tools, and Applications, edited by Information Resources Management Association, 578-598. Hershey, PA: IGI Global, 2019. https://doi.org/10.4018/978-1-5225-7030-1.ch026

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Abstract

The future cities of our societies need to integrate their citizens into a value-co-creation process in order to transform to smart cities with an increased quality of life for their citizens. Therefore, administrations need to radically improve the delivery of public services, providing them citizen- and user-centric. In this context, online portals represent a cost effective front-end to deliver services and engage customers and new organizational approaches as back-ends which decouple the service interface from the departmental structures emerged. The research presented in this book chapter makes two main contributions: Firstly, 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 discussed. Secondly, the findings are reflected in regard to a broader “Transformational Government” approach and current smart city research and developments. Service bundling and modularization are suggested as innovative solutions to further improve online service delivery.

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