PUBLIC E-SERVICES FROM THE CITIZENS’ PERSPECTIVE: ADOPTING A MARKET ORIENTATION
2009 (English)In: International Journal of Public Information Systems, ISSN 1653-4360, Vol. 2, 123-134 p.Article in journal (Refereed) Published
The recently published Swedish eGovernment Action Plan stresses that “the need of theuser should always be an important starting-point in the efforts made by administrationsto develop eServices.” But, is that the picture communicated in the action plan? Thisarticle reflects critically on the action plan from a marketing perspective. The discussionfocuses on citizens as consumers of public e-services and argues that benefits from amarket-oriented approach could support organizations in their development of public eservices. Developing online services based on knowledge of citizens’ needs, behaviors,and attitudes presents possibilities for creating customer-oriented services that increaseproductivity while delivering added value for citizens.
Place, publisher, year, edition, pages
Mid Sweden University , 2009. Vol. 2, 123-134 p.
marketing perspective, market-orientation, e-government, citizens, public eservices
Economics and Business
IdentifiersURN: urn:nbn:se:kth:diva-58009OAI: oai:DiVA.org:kth-58009DiVA: diva2:472941
QC 201201202012-01-202012-01-042012-01-20Bibliographically approved