Managing Electronic Services

Managing Electronic Services provides an easy to read and practical guide to portal-electronic services development in the public sector. The book takes an organisational perspective asking 'How do you make things work in your organisation and in relation to your customers or users' By integrating the managerial, technical and economic issues, the authors can put them into context with the need to understand user requirements and expectations.
Lots of examples are provided, giving tips on how to avoid many of the pitfalls you might meet along the way, and showing you how to diagnose potential problems and find ways of dealing with them effectively.

Contents: To the Reader.- Introduction.- I: The Tale of the Dozen Challenges: Challenge 1: Start Up.- Challenge 2: Thousands of Pages.- Challenge 3: Messy Appearance.- Challenge 4: Parallel Systems.- Challenge 5: Choosing the Future Technical Platform.- Challenge 6: Cross-Departmental Integration of Data Resources.- Challenge 7: Staff Motivation.- Challenge 8: Poor Usability.- Challenge 9: Where is the Payoff?- Challenge 10: What is our Role?- Challenge 11: Where are the Users'- Challenge 12: Managing Administrative Tribes.- Conclusions from the Dozen Challenges.- II: Electronic Service Management: Introduction.- Cities and the Local Information Society.- Conclusions from the Cookbook.- Acknowledgements.- References.- Appendix.