The E-Government paradox: Better customer service doesn't necessarily cost less.
John Carlo BertotPaul T. JaegerPublished in: Gov. Inf. Q. (2008)
Keyphrases
- e government
- customer service
- governmental organizations
- public sector
- electronic government
- digital government
- government services
- developing countries
- secure information sharing
- public administration
- government agencies
- inter organizational
- service delivery
- customer satisfaction
- knowledge management
- information systems
- call center
- total cost
- public services
- government organizations
- information sharing
- knowledge sharing
- public organizations
- united nations
- public institutions