A Hybrid e-Government Model: Case Studies in Shanghai

Abstract

A wide range of e-government services is being made available in both online (through Webbased portals) and offline (through physical administrative service centers with backend computer support) settings. This chapter examines issues related to developing hybrid egovernment projects leveraging both online and offline channels to maximize their impact. Three case studies based on ongoing projects initiated by various government branches in the Shanghai area are presented. The first case study focuses on Shanghai’s online portal “China Shanghai.” The second case study discusses a successful offline e-government project undertaken by the Qingpu District Government of Shanghai. The third case study is focused on a “Letters-and-Visits” (government customer relation and complaint processing) information system developed by the Xuhui District Government of Shanghai. The main findings of our studies indicate that hybrid e-government provides a convenient, timely, and implementable mechanism to bridge the digital divide. Its wide application is expected in developing countries.