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Omni-Channel Overtures Defining the Concept and Its Applicability in Public Sector Channel Management

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Electronic Government (EGOV 2022)

Part of the book series: Lecture Notes in Computer Science ((LNCS,volume 13391))

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Abstract

The channel landscape and citizens’ channel behaviors are continuously evolving. This challenges how governments manage service delivery and their available service channels. To address these challenges, a new type of strategy has surfaced in the literature on private sector channel management; omni-channel management. But could the omni-channel concept be applied in the public sector context as well? More importantly: could it address the current challenges in the channel landscape? Currently no comprehensive studies exist that examine omni-channel management in a public sector setting. Therefore, we present relevant developments in the channel landscape and discuss how an omni-channel approach could be applied in the public sector.

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Author information

Authors and Affiliations

  1. Pieterson Strategic, London, UK

    Willem Pieterson

  2. Research Centre for Government IT, Department of Computer Science, IT University of Copenhagen, Copenhagen, Denmark

    Christian Østergaard Madsen

  3. Erasmus School of Social and Behavioural Sciences, Department of Public Administration and Sociology, Erasmus University Rotterdam, Rotterdam, The Netherlands

    Wolfgang Ebbers

Authors
  1. Willem Pieterson
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  2. Christian Østergaard Madsen
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  3. Wolfgang Ebbers
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Corresponding author

Correspondence to Willem Pieterson .

Editor information

Editors and Affiliations

  1. Delft University of Technology, Delft, The Netherlands

    Marijn Janssen

  2. Corvinus University of Budapest, Budapest, Hungary

    Csaba Csáki

  3. Linköping University, Linköping, Sweden

    Ida Lindgren

  4. University of the Aegean, Samos, Greece

    Euripidis Loukis

  5. Linköping University, Linköping, Sweden

    Ulf Melin

  6. Danube University Krems, Krems an der Donau, Austria

    Gabriela Viale Pereira

  7. University of Granada, Granada, Spain

    Manuel Pedro Rodríguez Bolívar

  8. University of Macedonia, Thessaloniki, Greece

    Efthimios Tambouris

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Pieterson, W., Madsen, C.Ø., Ebbers, W. (2022). Omni-Channel Overtures Defining the Concept and Its Applicability in Public Sector Channel Management. In: Janssen, M., et al. Electronic Government. EGOV 2022. Lecture Notes in Computer Science, vol 13391. Springer, Cham. https://doi.org/10.1007/978-3-031-15086-9_5

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  • DOI: https://doi.org/10.1007/978-3-031-15086-9_5

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  • Publisher Name: Springer, Cham

  • Print ISBN: 978-3-031-15085-2

  • Online ISBN: 978-3-031-15086-9

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