عنوان

Managing electronic services :

(Number (ISBN

1852332816

(Number (ISBN

9781852332815

Number

b545379

Title Proper

Managing electronic services :

General Material Designation

[Book]

Other Title Information

a public sector perspective

First Statement of Responsibility

Ake Grönlund ; with contributions from Tuomo Kauranne ... [et al.].

Place of Publication, Distribution, etc.

New York

Name of Publisher, Distributor, etc.

Springer-Verlag

Date of Publication, Distribution, etc.

2000

Specific Material Designation and Extent of Item

xxx, 238 p.

Series Title

Practitioner series.

Text of Note

1 The Story of the Dozen Challenges.- 1. Challenge 1: Start-up... of What? Arriving at Common Goals for Electronic Services.- The Symptoms.- Problem-Resolving Strategies.- Lessons From the Start-Up Challenge.- Analysis of the Tapville Solution.- Conclusions From the Start-up Challenge in Summary.- 2. Challenge 2: Thousands of Pages - From Project to Organization.- Problem-Solving Strategies.- Lessons From the Tapville Solution.- 3. Challenge 3: Messy Appearance - Organize the Usability Improvement Process.- Analysis - What About Appearance?.- Lessons From the "Messy Appearance" Challenge.- 4. Challenge 4: Parallel Systems - Use Electronic Services Only When You Need Them.- Analysis - Cutting Gordian Knots Looks Impressive but May Prove Unproductive.- Conclusions From the Parallel Systems Challenge.- 5. Challenge 5: Choosing the Future Technical Platform - Look Back, Look Aside, Look Ahead.- Evolution of Electronic Services.- A Good Metaphor is Worth a Dozen Consultants.- How to Build an IT Infrastructure.- System Architecture and Organizational Setup.- What Role Should Technical Concerns Play in Electronic Service Provision?.- Business Choices - Who Should Develop and Maintain Your Telematic Applications.- Some Recommendations.- 6. Challenge 6: Cross-Departmental Integration of Data Resources - Don't Lock up Your Resources.- Cross-Departmental Cooperation Strategies and Possibilities.- Data Integration and Data Quality.- FromAd Hocto Competence Development.- Economic Gains?.- Conclusions.- 7. Challenge 7: Staff Motivation - Enrol the Staff in Your Team.- Analysis.- Conclusions.- 8. Challenge 8: Poor Usability - Let the Users Be Your Guide.- The Tapville Conference Revisited.- On Users.- On Usability.- Conclusions.- 9. Challenge 9: Where is the Payoff? Some Benefits Come Later.- Return on Investment?.- Investment?.- The Economics of Electronic Services.- Measuring the Value of Information Technology.- Conclusions.- 10. Challenge 10: What is Our Role? From Monopoly to Service Provider.- What Is the Role of a City?.- Understanding Your Users.- Conclusions.- 11. Challenge 11: Where Are the Users? Users Want Your Service, Not Your System.- Complete Media Chains for Economic Benefits of Electronic Services: Win-Winning in the Information Society.- Usefulness To the Individual; the Everyday Contexts of Electronic Services.- Conclusions.- 12. Challenge 12: Managing Administrative Tribes - Projects Don't Fail Because of Too Many Enemies, But Because of Too Few Friends.- Tribal Wars in the City Office - of Clans and Electronic Services.- Conclusion.- 13. Conclusions From the Dozen Challenges.- Do We Really Have to Deal with All These Challenges?.- 2 Electronic Service Management.- 14. Introduction to Part 2.- Digital Communities and Local Communities.- The ESM Concept.- 15. Cities and the Local Information Society.- Cities and Electronic Service Processes.- ESM Development Issues.- ESM Activities.- 16. Conclusions.- The User Perspective.- The Organizational Perspective.- The Economic Perspective.- The Technical Perspective.- References.

#NAME?

Class number

Book number

Ake Grönlund ; with contributions from Tuomo Kauranne ... [et al.].

Äke Grönlund

et al

Tuomo Kauranne

Electronic name

[Book]

Y