publication . Article . 2008

Improving Government service delivery with private sector intermediaries

Klievink, B.; Janssen, M.;
Open Access English
  • Published: 31 Oct 2008
  • Publisher:
  • Country: Netherlands
Government organizations operate a variety of channels to interact with citizens and businesses. Advances in information and communication technology enabled an online presence and more direct interactions. A focus on efficiency makes organizations encourage the use of electronic channels over traditional channels. Also, intermediaries in the service delivery chain are cut out in favor of direct interactions. This strategy of disintermediation finds its rationale in the transaction costs theory. In this paper we investigate dis- and re-intermediation strategies in the multi-channel management (MCM) structures of government organizations and found that disinterme...
free text keywords: e-government, service provisioning, intermediation, public-private cooperation, multi-channel strategy
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Article . 2008
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