What citizens experience and how omni-channel could help–insights from a building permit case
Bibliographic Data
| ID | 21596137 |
|---|---|
| Authors | Birgit Schenk (0000-0002-0935-5516, Ludwigsburg University of Education), Mateusz Dolata (0000-0002-2732-4465, University of Zurich), Christiane Schwabe (0000-0002-8495-4930, University of Zurich), Gerhard Schwabe (0000-0002-0453-9762, University of Zurich) |
| Year | 2024 |
| Volume | 37 |
| Issue | 2 |
| Pages | 944-965 |
| Publication date | 2024-03-18 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Information Technology and People (JOURNAL) |
| Journal identifiers | ISSN: 0959-3845 • E-ISSN: 1758-5813 |
| Publisher | Emerald (PUBLISHER) |
| DOI | 10.1108/itp-06-2020-0374 |
| OpenAlex | W3164144915 |
| Language | EN |
| References cited | 34 |
Purpose By increasing the digitalization of commercial services citizens' expect more from public services. First of all, this study will strive to identify which problems citizens encounter when they use a complex public service: preparation of an application for a building permit. In the light of the popularity of omnichannel approaches, the study then explores how omni-channel could help to address the problems which have been identified. Design/methodology/approach We implement the first phases of an action design science research project. We collect data both from citizens and public agencies and frame them as transparency problems. These abstract problems are then addressed by an omnichannel service provision as an abstract solution. The abstract solution is then instantiated in a design in the form of a user scenario developed in collaboration with current and future public officials. Findings The analysis uncovers multiple transparency issues: it distinguishes between process, case, language, cross-channel and cost transparency. One root cause of the transparency issues observed is the lack of service transparency which defines the purpose and scope of a ser-vice. We therefore recommend defining a service-strategy before informational and technical aspects of an omnichannel approach can be implemented. Following this strategy, omnichannel offers public administrations unique opportunities to excel in citizens' service provision. Originality/value The study provides insights into how citizens view complex public services. For researchers, this study offers the conceptualization as transparency issues. Practitioners from the public administrations can also benefit from the concept and vision of omnichannel public services
Business · Computer security · Knowledge management · Omnichannel · Originality · Political science · Popularity · Public relations · Public service · Qualitative research · Sociology · Computer Science · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Digital Platforms and Economics · Marketing
From Multi-Channel Retailing to Omni-Channel Retailing
Understanding Customer Experience Throughout the Customer Journey
Managing the co-creation of value
Translation and Adoption
Channel choice and public service delivery in Canada
Impact of the digital divide on e-government
Understanding the complexity of electronic government
Customer Relationship Management (CRM) technology and organizational change
Improving digital skills for the use of online public information and services
| Highly cited | No |
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