Overview

Electronic Service Management is an emerging concept. It covers the organisational, economic technical and user issues involved when integrating the development of electronic services. This is particularly important (and more complicated) within public sector organisations.Managing Electronic Services provides an easy to read and practical guide to portal-electronic services development in the public sector. The book takes an organisational perspective asking 'How do you make things work in your organisation and in relation to your customers or users?' By integrating the managerial, technical and economic issues, the authors can put them into context with the need to understand user requirements and expectations.Lots of examples are provided, giving tips on how to avoid many of the pitfalls you might meet along the way, and showing you how to diagnose potential problems and find ways of dealing with them effectively.

Full Product Details

Author:   Ake Grönlund ,  T. Kauranne ,  L. Albinsson ,  F. Hartkamp
Publisher:   Springer London Ltd
Imprint:   Springer London Ltd
Edition:   2000 ed.
Dimensions:   Width: 15.50cm , Height: 1.40cm , Length: 23.50cm
Weight:   0.860kg
ISBN:  

9781852332815

ISBN 10:   1852332816
Pages:   238
Publication Date:   26 June 2000
Audience:   Professional and scholarly ,  Professional & Vocational
Format:   Paperback
Publisher's Status:   Active
Availability:   In Print  
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Table of Contents

1 The Story of the Dozen Challenges.- 1. Challenge 1: Start-up... of What? Arriving at Common Goals for Electronic Services.- 2. Challenge 2: Thousands of Pages - From Project to Organization.- 3. Challenge 3: Messy Appearance - Organize the Usability Improvement Process.- 4. Challenge 4: Parallel Systems - Use Electronic Services Only When You Need Them.- 5. Challenge 5: Choosing the Future Technical Platform - Look Back, Look Aside, Look Ahead.- 6. Challenge 6: Cross-Departmental Integration of Data Resources – Don’t Lock up Your Resources.- 7. Challenge 7: Staff Motivation - Enrol the Staff in Your Team.- 8. Challenge 8: Poor Usability - Let the Users Be Your Guide.- 9. Challenge 9: Where is the Payoff? Some Benefits Come Later.- 10. Challenge 10: What is Our Role? From Monopoly to Service Provider.- 11. Challenge 11: Where Are the Users? Users Want Your Service, Not Your System.- 12. Challenge 12: Managing Administrative Tribes - Projects Don’t Fail Because of Too Many Enemies, But Because of Too Few Friends.- 13. Conclusions From the Dozen Challenges.- 2 Electronic Service Management.- 14. Introduction to Part 2.- 15. Cities and the Local Information Society.- 16. Conclusions.- References.

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