Publication: What citizens experience and how omni-channel could help – insights from a building permit case
What citizens experience and how omni-channel could help – insights from a building permit case
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Schenk, B., Dolata, M., Schwabe, C., & Schwabe, G. (2021). What citizens experience and how omni-channel could help – insights from a building permit case. Information Technology and People, 277–299. https://doi.org/10.1108/ITP-06-2020-0374
Abstract
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Abstract
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PURPOSE - By increasing the digitalization of commercial services citizens’ expect more from public services. First of all, this study will strive to identify which problems citizens encounter when they use a complex public service: preparation of an application for a building permit. In the light of the popularity of omnichannel approaches, the study then explores how omnichannel could help to address the problems which have been identified.
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METHODOLOGY - We implement the first phases of an action design science research
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Creators (Authors)
- Schenk, Birgit
- Dolata, Mateusz
- Schwabe, Christiane
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Citations
Schenk, B., Dolata, M., Schwabe, C., & Schwabe, G. (2021). What citizens experience and how omni-channel could help – insights from a building permit case. Information Technology and People, 277–299. https://doi.org/10.1108/ITP-06-2020-0374
