IDEAS home Printed from https://ideas.repec.org/h/spr/sprchp/978-3-8349-6343-7_24.html
   My bibliography  Save this book chapter

Implementing eGovernment

In: E-Government

Author

Listed:
  • Åke Grönlund
  • Katarina L. Gidlund

Abstract

Zusammenfassung eGovernment has a bad reputation for numerous examples of unsuccessful projects and sometimes even total failures, but there are also success stories. Looking at eGovernment broadly there is a huge difference in the use of technology compared to ten years ago, but compared to the private sector the government sector appears slow to embrace electronic services and even slower to reorganize so as to realize benefits in terms of government costs. What makes the difference between success and failure? Two cases may illustrate the problems in brief. The Swedish CSN (Student Loan Agency) can claim a huge success. Ten years ago the agency was in deep trouble unable to answer phone calls from students and delivering decisions midway through the semester when students need their loan at the start. After a decisive eService implementation, by 2006 the agency made about 40 % of the decisions automatically based on forms the students fill in on the web and automatic checks against other government agencie’ records to validate information. The response time in the call centre is 2,5 minutes (down from 6,5 two years earlier), and the average case handling time is 1,5 days, down from 2,2, two years earlier.

Suggested Citation

  • Åke Grönlund & Katarina L. Gidlund, 2010. "Implementing eGovernment," Springer Books, in: Bernd W. Wirtz (ed.), E-Government, pages 495-540, Springer.
    • Handle: RePEc:spr:sprchp:978-3-8349-6343-7_24
    DOI: 10.1007/978-3-8349-6343-7_24
    as

    Download full text from publisher

    To our knowledge, this item is not available for download. To find whether it is available, there are three options:
    1. Check below whether another version of this item is available online.
    2. Check on the provider's web page whether it is in fact available.
    3. Perform a search for a similarly titled item that would be available.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:sprchp:978-3-8349-6343-7_24. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.