Organizing for Online Service Delivery: The Effects of Network Technology on the Organization of Transactional Service Delivery in Dutch Local Government
Dutch central government has, like many other governments, set high aims to offer government services on line. In 2002 about 25% of all services should be online. Because over 60% of all government services are provided by local governments, the challenge is to help these relatively less powerful local government organizations to realise this ambition. Local governments have to operate in an environment where investing in e-government is not evident. To overcome the problems they encounter in improving (online) government services new forms for organizing the service delivery emerge. This paper explores the problems local governments encounter in improving their transactional (online) service delivery and investigates the organizational solutions that arise to overcome these problems. The central question will be to what extent the new organizational forms contribute to the central government aims to realise the high e-government ambitions.
KeywordsLocal Government Service Delivery Central Government Social Housing Government Service
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