Abstract
The channel landscape and citizens' channel behaviors are continuously evolving. This challenges how governments manage service delivery and their available service channels. To address these challenges, a new type of strategy has surfaced in the literature on private sector channel management; omni-channel management. But could the omni-channel concept be applied in the public sector context as well? More importantly: could it address the current challenges in the channel landscape? Currently no comprehensive studies exist that examine omni-channel management in a public sector setting. Therefore, we present relevant developments in the channel landscape and discuss how an omni-channel approach could be applied in the public sector.
| Original language | English |
|---|---|
| Pages (from-to) | 60-72 |
| Number of pages | 13 |
| Journal | Lecture Notes In Computer Science |
| Volume | 13391 |
| DOIs | |
| Publication status | Published - 2022 |
| Event | 21st IFIP WG 8.5 International Conference on Electronic Government (EGOV) / Conference on E-Democracy and Open Government Conference (CeDEM) / IFIP WG 8.5 International Conference on Electronic Participation (EPart) - Linkoping, Sweden Duration: 6 Sept 2022 → 8 Sept 2022 |
Bibliographical note
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Research programs
- ESSB PA