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A case analysis of E-government service delivery through a service chain dimension
Institution:1. University of Bradford, School of Management, Emm Lane, Bradford, BD9 4JL, United Kingdom;2. Qatar University, College of Business and Economics, Al Jamiaa St., Doha, Qatar;3. Brunel University London, Business School, Kingston Lane, London, Uxbridge UB8 3PH, United Kingdom;4. Swinburne University of Technology, Department of Computer Science, John Street, Hawthorn, Victoria 3122 Australia;1. Department of Information Management, National Chung Cheng University, 168, University Rd., Min-Hsiung, Chia-Yi County, Taiwan, ROC;2. Department of Information Management and Finance, National Chiao Tung University, 1001, University Rd., Hsinchu City, Taiwan, ROC;3. Department of Information Management, National Yunlin University of Science and Technology, 123, Section 3, University Rd., Douliu, Yunlin County, Taiwan, ROC;1. Department of Business and Technology Management, Korea Advanced Institute of Science and Technology (KAIST), 291 Daehak-ro (373-1 Guseong-dong), Yuseong-gu, Daejeon, Republic of Korea;2. Department of Business Administration, Seoul School of Integrated Sciences and Technologies (aSSIST), 46 Ewhayeodae 2-gil, Seodaemun-gu, Seoul, Republic of Korea
Abstract:Unlike e-business few studies have examined how information is generated and exchanged between stakeholders in an e-government service chain to generate value for citizens. This case study applies the concept of service chains to empirically explore: a) how internal and external business activities in local government authorities (LGAs) contribute to electronic service delivery, and b) the impact that internal and external stakeholders have on these activities. The case study found that the diversity of stakeholders involved and lack of appropriate mechanisms for information exchange and collaboration are posing the biggest challenges for efficient local e-government service delivery.
Keywords:E-government  Service chains  Local government  Value  Enterprise systems
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