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 |
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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
Publisher Copyright:© 2022, IFIP International Federation for Information Processing.
Research programs
- ESSB PA