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Conventional and Electronic Service Delivery Within Public Authorities: The Issues And Lessons From The Private Sector


In this paper we compare and contrast the issues of providing conventional against electronic services within Public Authorities (PAs). We present a model suggesting the three dimensions to electronic service delivery are motivation, organisation, and technology (the MOT of service delivery). We observe that the motivations affecting service delivery differ greatly between PAs and commercial organisations, with PAs having certain obligations and responsibilities as to the services that they provide that do not constrain commercial companies. We argue that technologically many lessons learned by commercial organisations can be immensely valuable to PAs, and conclude that the key barrier to effective electronic service delivery within PAs is their culture and organisation.

copyright: Springer-Verlag