Migration Strategies for Multi‑Channel Service Provisioning in Public Agencies
Keywords:
multi-channel service provisioning, MCSP, integrated service delivery, multi-channel management, migration strategies, change strategies, eGovernmentAbstract
Many public agencies aim to realize better service delivery for citizens and businesses by implementing multi‑channel service provisioning (MCSP). MCSP coordinates service delivery channels to enable citizens and businesses to choose their preferred channel for their contact with the government. As the introduction of MCSP requires substantial organizational and technical change, organizations are in search of the right migration strategies. This study explores migration strategies for MCSP deployed in practice. We found that migration strategies for MCSP can be divided into two types: design and change management strategies. By looking at four case studies and evaluating the findings during an expert workshop, we found that organizations prefer a gradual migration process, as both step‑wise migration and the celebration of quick‑wins were often mentioned strategies. Furthermore, the strategy to implement MCSP starting in the front office was observed more often than starting in the back office, as the client needs were usually taken as a starting point for the migration. And finally we found that the public agencies under study consider having the right change management strategy in place more important than deploying the right design strategy.Downloads
Published
Issue
Section
License
Open Access Publishing
The Electronic Journal of e-Government operates an Open Access Policy. This means that users can read, download, copy, distribute, print, search, or link to the full texts of articles, crawl them for indexing, pass them as data to software, or use them for any other lawful purpose, without financial, legal, or technical barriers other than those inseparable from gaining access to the internet itself. The only constraint on reproduction and distribution, and the only role for copyright in this domain, is that authors control the integrity of their work, which should be properly acknowledged and cited.
This Journal is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.