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Table of contents | How to obtain this publication
Spanish version / versión española
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ISBN Number: 9264018336
Publication Date: 24/11/2005
Pages: 206
Number of tables: 27
Number of graphs: 47
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e-Government for Better Government
E-government is expected to improve the function of public administration and its relationship to the public. The good news is that information and communication technology (ICT) offers an array of tools to meet the promise of e-government. The bad news is that the reality has not yet caught up with the promise. To date, the approach to e-government has too often been driven by ICT solutions instead of user demand. While this has been effective for putting services online, it has led to a proliferation of websites, portals and electronic services that are incompatible, confusing and overlapping… not to mention expensive.
This report looks at new thinking and practice in OECD countries in five different areas:
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User-focused e-government: making electronic services more responsive to the needs of citizens and businesses;
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Multi-channel service delivery: improving links between traditional and electronic services in order to promote service innovation and ensure access for all users;
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Approaches to common business processes: identifying common processes within government in order to achieve economies of scale, reduce duplication and provide seamless services;
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The business case for e-government: measuring and demonstrating the costs and benefits of ICT investments in order to prioritise and better manage e-government projects;
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E-government co-ordination: bringing a whole-of-government perspective to e-government initiatives and their management, while taking into account existing structures and cultures of government institutions.
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Table of contents
Introduction
Chapter 1. User-focused E-Government
Chapter 2. Multi-Channel Service Delivery
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2.1. Introduction
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2.2. From multiple discrete channels to a networked multi-channel approach
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2.3. Choosing the right channel, developing the right framework
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2.4. Human resource issues
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Conclusion
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Notes
Chapter 3. Approaches to Common Business Processes
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3.1. Introduction
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3.2. Conceptualization of Common Business Processes
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3.3. Approaches to Common Business Processes
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3.4. The organisation of Common Business Processes
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3.5. Interdependence of approaches to identification and organisation of Common Business Processes .
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3.6. The link between approaches and implementation
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3.7. The concepts combined
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3.8. Conclusions
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Notes
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Bibliography
Chapter 4. The Business Case for E-Government
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4.1. Introduction
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4.2. The business case for e-government: An overview
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4.3. Towards a methodology for evaluating e-government
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4.4. Benefits and beneficiaries
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4.5. Conclusions
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Notes
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Bibliography
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Annex 4.1. Benefits from E-government Projects Providing Services at Different Levels of
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Sophistication
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Annex 4.2. Checklists to Evaluate the Economic Case for E-government
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Annex 4.3. The Transaction Cost Methodology
Chapter 5. E-Government Co-ordination
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5.1. Introduction
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5.2. When is co-ordination needed?
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5.3. Broad organisational approach to e-government
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5.4. Approaches to co-ordination
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5.5. National context and institutional arrangements .
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5.6. A combined approach
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5.7. Conclusion
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Notes
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Bibliography
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Annex 5.1. Forms of Democracy
Chapter 6. Conclusion
How to obtain this publication
Readers can access the full version of e-Government for Better Government choosing from the following options:
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Subscribers and readers at subscribing institutions can access the online edition via SourceOECD, our online library.
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Non-subscribers can purchase the PDF e-book and/or paper copy via our Online Bookshop.
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Also available:
Spanish version: e-Gobierno para un Mejor Gobierno
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