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A case analysis of E-government service delivery through a service chain dimension

Weerakkody, Vishanth J.P.
; 
El-Haddadeh, R.
; ; ; 
Molnar, A.
Publication Date
2019-08
End of Embargo
Supervisor
Keywords
e-Government, Service chains, Local government, Value, Enterprise systems
Rights
(c) 2019 Elsevier. Reproduced in accordance with the publisher's self-archiving policy. This manuscript version is made available under the CC-BY-NC-ND 4.0 license (http://creativecommons.org/licenses/by-nc-nd/4.0/)
Peer-Reviewed
Yes
Open Access status
openAccess
Accepted for publication
04/11/2018
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Department
Awarded
Embargo end date
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Management and Law Publications
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Abstract
Unlike e-business few studies have examined how information is generated and exchanged between stakeholders in an e-government service chain to generate value for citizens. This case study applies the concept of service chains to empirically explore: a) how internal and external business activities in local government authorities (LGAs) contribute to electronic service delivery, and b) the impact that internal and external stakeholders have on these activities. The case study found that the diversity of stakeholders involved and lack of appropriate mechanisms for information exchange and collaboration are posing the biggest challenges for efficient local egovernment service delivery.
URI
http://hdl.handle.net/10454/16736
Version
Accepted manuscript
Citation
Weerakkody VJP, El-Haddadeh R, Sivarajah U et al (2019) A case analysis of E-government service delivery through a service chain dimension. International Journal of Information Management. 47: 233-238.
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Link to Version of Record
https://doi.org/10.1016/j.ijinfomgt.2018.11.001
Type
Article
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