Managing Electronic Services

Electronic Service Management is an emerging concept. It covers the organisational, economic technical and user issues involved when integrating the development of electronic services. This is particularly important (and more complicated) within public sector organisations.
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.

Written from an organisational perspective, unlike its competitors which address the managerial, technical or economic issues Focuses on web use for doing business

Résumé
This easy-to-read guide to portal/electronic services development will help organizations achieve more proficient project management in developing gateways to electronic services. While most books address the technical, managerial, or economic issues, Managing Electronic Services adopts an organizational perspective.

Contenu
1 The Story of the Dozen Challenges.- 1. Challenge 1: Start-up... of What? Arriving at Common Goals for Electronic Services.- 2. Challenge 2: Thousands of Pages - From Project to Organization.- 3. Challenge 3: Messy Appearance - Organize the Usability Improvement Process.- 4. Challenge 4: Parallel Systems - Use Electronic Services Only When You Need Them.- 5. Challenge 5: Choosing the Future Technical Platform - Look Back, Look Aside, Look Ahead.- 6. Challenge 6: Cross-Departmental Integration of Data Resources Don't Lock up Your Resources.- 7. Challenge 7: Staff Motivation - Enrol the Staff in Your Team.- 8. Challenge 8: Poor Usability - Let the Users Be Your Guide.- 9. Challenge 9: Where is the Payoff? Some Benefits Come Later.- 10. Challenge 10: What is Our Role? From Monopoly to Service Provider.- 11. Challenge 11: Where Are the Users? Users Want Your Service, Not Your System.- 12. Challenge 12: Managing Administrative Tribes - Projects Don't Fail Because of Too Many Enemies, But Because of Too Few Friends.- 13. Conclusions From the Dozen Challenges.- 2 Electronic Service Management.- 14. Introduction to Part 2.- 15. Cities and the Local Information Society.- 16. Conclusions.- References.