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Reducing the Administrative Burden by Online Information and Referral Services

Reducing the Administrative Burden by Online Information and Referral Services

Josep Lluis de la Rosa, Mercè Rovira, Martin Beer, Miquel Montaner, Denisa Gibovic
Copyright: © 2010 |Pages: 27
ISBN13: 9781615209316|ISBN10: 161520931X|ISBN13 Softcover: 9781616922979|EISBN13: 9781615209323
DOI: 10.4018/978-1-61520-931-6.ch008
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MLA

Lluis de la Rosa, Josep, et al. "Reducing the Administrative Burden by Online Information and Referral Services." Citizens and E-Government: Evaluating Policy and Management, edited by Christopher G. Reddick, IGI Global, 2010, pp. 131-157. https://doi.org/10.4018/978-1-61520-931-6.ch008

APA

Lluis de la Rosa, J., Rovira, M., Beer, M., Montaner, M., & Gibovic, D. (2010). Reducing the Administrative Burden by Online Information and Referral Services. In C. Reddick (Ed.), Citizens and E-Government: Evaluating Policy and Management (pp. 131-157). IGI Global. https://doi.org/10.4018/978-1-61520-931-6.ch008

Chicago

Lluis de la Rosa, Josep, et al. "Reducing the Administrative Burden by Online Information and Referral Services." In Citizens and E-Government: Evaluating Policy and Management, edited by Christopher G. Reddick, 131-157. Hershey, PA: IGI Global, 2010. https://doi.org/10.4018/978-1-61520-931-6.ch008

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Abstract

Public Authorities have increasing difficulties in providing timely and accurate information in response to the wide variety of citizens’ enquiries to which they are expected to respond. These often require the citizen to be redirected to elsewhere as the query refers to areas of responsibility of other Authorities. This often leads to frustration and wasted time for the citizen, who has to repeatedly explain their query, before obtaining a satisfactory answer. The Information and Referral Services (I&R) are created to help the citizen. This chapter demonstrates how online I&R can help to reduce the administrative burdens while improving the overall quality of service provided, increasing its availability to full 24/7, and significantly reducing the overall cost to the administration. It is shown the case of Community Answers, in Greenwich, Massachusetts, USA, where the online approach has helped to reduce by a third the required to man telephones while the number of calls increased by 25% between 2000 and 2008. That cased is compared with our own experiences with the Call Centre of the city of Terrassa, Catalonia, Europe, where the service with the on-line I&R has attended a third more questions in the years 2007 and 2008 compared to 2006 without additional costs and similar satisfaction as a result of the adoption of the results of the iSAC6+ European project for the deployment of open source I&R on-line platforms.

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