000			01489pab a2200157 454500
008			180718b2005 xxu||||| |||| 00| 0 eng d
100			_aKernaghan, Kenneth
245			_aMoving towards the virtual state: integrating services and service channels for citizen-centred delivery
260			_c2005
300			_ap.119-31.
362			_aMar
520			_aGovernments around the world are increasingly seeking to provide integrated, citizen-centred service delivery. The aim is to organize the delivery of services from the perspective of citizens rather than of governments and to deliver these services seamlessly across governments and across the delivery channels of the internet, the telephone and the service-counter. The four major categories of barriers to integrated service delivery are political/legal, structural, operational/managerial and cultural ones. The means of overcoming these barriers include such approaches as creating new service delivery models, perfecting partnerships, establishing an effective governance framework and providing dedicated funding . There are similar barriers - and similar solutions - to the challenge of integrated channel delivery. The challenge to integrating services and service channels becomes greater as initiatives move from the interdepartmental sphere to the interjurisdictional and intersector spheres. - Reproduced.
650			_aElectronic governance
773			_aInternational Review of Administrative Sciences
909			_a65235
999			_c65235 _d65235