E-government maturity models: Extension of the Layne and Lee model

Purpose – To provide an integrated architecture framework for e‐government that represents the alignment of IT infrastructure with business process management in public sector organisations and classify the barriers that might complicate the implementation of the proposed architecture framework. The study will help IT practitioners in the public sector learn how to use and manage information technologies to revitalise business processes, improve decision‐making, and gain a competitive advantage from the adoption of e‐government. The proposed architecture framework for e‐government adoption will reduce confusion surrounding e‐government infrastructure in the public sector through understanding the implementation processes, identifying requirements of information and communications technology tools, highlighting the importance of the organisational management resources and the impact of barriers.Design/methodology/approach – A range of earlier studies have been critically examined and analysed to provide an...

E‐government adoption: architecture and barriers

Purpose – To review the academic literature on customer relationship management (CRM), provide a comprehensive bibliography and propose a method of classifying that literature.Design/methodology/approach – A range of online databases were searched to provide a comprehensive listing of journal articles on CRM. Six hundred articles were identified and reviewed for their direct relevance to CRM. Two hundred and five articles were subsequently selected. Each of these articles was further reviewed and classified. The review and classification process was independently verified. All papers were allocated to the main and sub‐categories based on the major focus of each paper.Findings – Papers and research on CRM falls into five broad categories (CRM – General, Marketing, Sales, Service and Support, and IT and IS) and a further 34 sub‐categories. The most popular areas covered by the papers lay in the sub‐category of CRM management, planning and strategy; and CRM general, concept, and study followed by papers in s...

Customer relationship management research (1992‐2002): An academic literature review and classification

http://download.clib.psu.ac.th/datawebclib/e_resource/trial_database/WileyInterScienceCD/pdf/DIR/DIR_5.pdf

A model for evaluating the effectiveness of CRM using the balanced scorecard

E-Government: A global view and an empirical evaluation of some attributes of citizens

Governments are employing modern information and communication technologies to serve society better. Raising the effectiveness and quality of government services is not only a matter of new technologies; it also involves clear vision and objectives as well as a sound business strategy. Information systems need to support internal work within a government’s boundaries, serve customers through digital interfaces and leverage digital relationships among social partners. To implement such systems, preparatory work is required in both organization and technology. A new public information management philosophy underlies this significant revamping of the value propositions made to customers. The ongoing enrichment of the Greek Ministry’s of Finance e‐services follows an ICDT‐like business logic. A key factor of all these advances is the re‐orientation of information systems for customer‐centric service.

Revisiting public information management for effective e‐government services

An approach and model for assessing the business value of e-banking distribution channels: evaluation as communication

This chapter introduces ateleology as a new paradigm for developing information systems (IS) It argues that the user should be able to modify the information systems' behaviour at run-time, unlike contemporary IS Such information systems, called tailorable, are able to evolve together with their context to adapt to the constantly changing requirements of their users Ateleology provides a sound theoretical basis for explaining tailorable IS (TIS) development Using an innovative software architecture made up of dynamic object-oriented software components, it is shown how an IS can be design-decisions-independent and, thus, tailorable, by empowering the user to control the system's behaviour at run-time By abolishing design decisions that unnecessarily and irreversibly restrict the IS's behaviour and by deferring them at run-time, TIS is the first and only breed of IS that evolve and adapt to their context, to achieve constant systems development

Ateleological development of design-decisions-independent information systems

This chapter introduces a comprehensive review in personalization techniques and presents key features of personalized e-services. A framework is also introduced for integrating different personalization techniques into a single unified approach along the various segments of the customer decision process and it argues over the enhancement of the traditional personalization chain with an evaluation phase from which the results can provide feedback into the personalization techniques. Finally, based on the underlined approaches and assumptions, an extended personalization architecture is proposed including the evaluation layer. The vision of the authors is to embed a learning capability (through a fuzzy logic system, a neural network etc.) into the personalization techniques so that they avoid making the same unsuccessful suggestions in terms of links and features not being valued by the user. By achieving this goal, personalization-enabled web sites will behave as adaptive and evolutionary information systems.

/pdf/creating-adaptive-web-sites-using-personalization-techniques-3pxs1exdlh.pdf

Creating adaptive web sites using personalization techniques: a unified, integrated approach and the role of evaluation

Governments are employing modern information and communication technologies to better serve society. Raising the effectiveness of government as well as the quality of the civil service is obviously not only a matter of new technologies. It involves clear vision for the objectives, business process reengineering, business strategies for the information technology and a sense of an educational role for society. Information Systems (IS) need to be capable to support internal work within a government’s boundaries, serve the customers through digital interfaces and leverage digital relationships among social partners. To implement such a system, preparatory work is required in two axes: organization and technology. The former refers to business process reengineering initiatives and the latter to building ‘extrovert’ information systems. A new public information management philosophy underlies this significant revamping of the value propositions made to customers. The ongoing enrichment of the Ministry’s Internet interfaces follows a sound business logic, which is explained by means of an extended model based on the ICDT one. The key-enabling factor of all these advances is the re-orientation of information systems for customer-centric service. Dimitrios Stamoulis, Dimitrios Gouscos, Panagiotis Georgiadis, Drakoulis Martakos

/pdf/re-orienting-information-systems-for-customer-centric-2idza0ga4a.pdf

Dimitrios S. Stamoulis

Papers

Revisiting public information management for effective e‐government services

An approach and model for assessing the business value of e-banking distribution channels: evaluation as communication

Ateleological development of design-decisions-independent information systems

Creating adaptive web sites using personalization techniques: a unified, integrated approach and the role of evaluation

Re orienting information systems for customer centric service: The case of the Greek Ministry of Finance.