This paper aims to present a conceptual framework for selecting and developing e-government applications as part of an overall coherent strategy of e-government service delivery (EGSD). The framework proposed in this paper builds on and expands prior literature in the areas of e-government and service delivery in organizations. Specifically, the framework extends Heskett's work in service delivery in organizations to the area of e-government. The strategic operations management framework for EGSD developed in this paper represents a response to the need for a more strategic point of view on the electronic delivery of government services. The framework consists of seven building-blocks -- four basic elements: market segmentation, service mode development, operations-strategy redesign, and service delivery, in addition to three integrative elements: differentiation, leverage of value and alignment of strategy and system.
CITATION STYLE
John, F., & Khalid, S. (2006). E-government : a strategic operations management framework for service delivery. Business Process Management Journal, 12(1), 13.
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