Please use this identifier to cite or link to this item: http://hdl.handle.net/10995/103231
Title: Towards a multi-channel service delivery model in the data-driven public sector
О многоканальной модели предоставления услуг в управляемом данными государственном секторе
Authors: Agbozo, E.
Medvedev, A. N.
Issue Date: 2020
Publisher: National Research University, Higher School of Econoimics
Citation: Agbozo E. Towards a multi-channel service delivery model in the data-driven public sector / E. Agbozo, A. N. Medvedev. — DOI 10.17323/2587-814X.2020.1.41.50 // Business Informatics. — 2020. — Vol. 14. — Iss. 1. — P. 41-50.
Abstract: The goal of e-government is to provide public services to end users - be it citizens or residents - of a given nation. Research has shown that there is the susceptibility of governments to check all the boxes so as to present an image of having e-government implementations, yet end users eventually do not benefit from these electronic services. Quality public service delivery is an issue of priority today and, with the increasing availability of modern technological tools and techniques, it is attainable. Datadriven e-government is a necessary ingredient in the modern day public sector due to the widespread availability and rapid production of data (i.e. big data) and it aims at value creation. This study proposes a novel research concept, using the Multi-Channel Service Delivery model as a catalyst to attain the data-driven ecosystem in the public sector. The model was developed based on recommendations from works of previous research to address the changing landscape of the public sector. By integrating the Multi-Channel Service Delivery model into e-government and public sector decision making, governments will be able to bridge the divide and offer services to end users with access to e-services, as well as those who do not. In doing so, the United Nations' Sustainable Development Goals (SDGs) which are aimed at leaving none behind will be arrived at. © 2010 Sociedad Mexicana de Psicologia. All rights reserved.
Keywords: DATA-DRIVEN PUBLIC SECTOR
E-GOVERNMENT
MULTI-CHANNEL SERVICE DELIVERY MODEL
PUBLIC SECTOR
PUBLIC SERVICE OPTIMIZATION
USER EXPERIENCE
VALUE CREATION
URI: http://hdl.handle.net/10995/103231
Access: info:eu-repo/semantics/openAccess
SCOPUS ID: 85097676494
PURE ID: 13405820
ISSN: 2587814X
DOI: 10.17323/2587-814X.2020.1.41.50
Appears in Collections:Научные публикации, проиндексированные в SCOPUS и WoS CC

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