Customer orientation in electronic government: Who does it and what does it change?
Type
conference paper
Date Issued
2005-09-02
Author(s)
Abstract
Electronic government is attested to have the potential to shape public administrations more customeroriented. In order to be customer oriented, municipalities need knowledge about customer needs. Who explores customer needs and what it changes is investigated by using data of a nation-wide survey about e-government in Switzerland.
Results show big differences in exploring customer needs between municipalities. General characteristics of municipalities and support of administrative leaders and politics can partly explain these differences. Customer orientation shows effects on the availability of usability features on websites and on the selection of topics, to which municipalities provide forms or transactions online.
Results show big differences in exploring customer needs between municipalities. General characteristics of municipalities and support of administrative leaders and politics can partly explain these differences. Customer orientation shows effects on the availability of usability features on websites and on the selection of topics, to which municipalities provide forms or transactions online.
Language
English
Keywords
Customer orientation
E-Government
Public Management
HSG Classification
contribution to scientific community
Refereed
No
Event Title
EGPA European Group of Public Administration Annual Conference
Event Location
Bern
Event Date
31.08.-05.09.2005
Subject(s)
Division(s)
Eprints ID
19515