Smart City Portals for Public Service Delivery: Insights From a Comparative Study

Item Type Book Section

The future cities of our societies need to integrate their citizens into a value-co-creation process in order to transform to smart cities with an increased quality of life for their citizens. Therefore, administrations need to radically improve the delivery of public services, providing them citizen- and user-centric. In this context, online portals represent a cost effective front-end to deliver services and engage customers and new organizational approaches as back-ends which decouple the service interface from the departmental structures emerged. The research presented in this book chapter makes two main contributions: Firstly, the findings of a usability study comparing the online presences of the Queensland Government, the UK Government and the South Australian Government are reported and discussed. Secondly, the findings are reflected in regard to a broader “Transformational Government” approach and current smart city research and developments. Service bundling and modularization are suggested as innovative solutions to further improve online service delivery.

Authors Peters, Christoph; Korthaus, Axel & Kohlborn, Thomas
Editors Sugumaran, Vijayan
Research Team IWI 6
Keywords e-government, service innovation, smart city
Subjects business studies
information management
other research area
Institute/School IWI - Institute of Information Management
HSG Classification contribution to practical use / society
Date 2018
Publisher IGI Global
Place of Publication Hershey, PA, USA
Page Range 212-232
Title of Book Developments and Trends in Intelligent Technologies and Smart Systems
ISBN 9781522536864
Publisher DOI 10.4018/978-1-5225-3686-4.ch011
Official URL
Depositing User Mahei Li
Date Deposited 21 Jan 2018 10:38
Last Modified 21 Jan 2018 10:38


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Peters, Christoph; Korthaus, Axel & Kohlborn, Thomas: Smart City Portals for Public Service Delivery: Insights From a Comparative Study. Hershey, PA, USA : IGI Global, 2018, S. 212-232.

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