Opening the Black Box: Exploring the Effect of Transformation on Online Service Delivery in Local Governments

  • Anne Fleur van Veenstra
  • Arre Zuurmond
Part of the Lecture Notes in Computer Science book series (LNCS, volume 5693)


To enhance the quality of their online service delivery, many government organizations seek to transform their organization beyond merely setting up a front office. This transformation includes elements such as the formation of service delivery chains, the adoption of a management strategy supporting process orientation and the implementation of enterprise architecture. This paper explores whether undertaking this transformation has a positive effect on the quality of online service delivery, using data gathered from seventy local governments. We found that having an externally oriented management strategy in place, adopting enterprise architecture, aligning information systems to business and sharing activities between processes and departments are positively related to the quality of online service delivery. We recommend that further research should be carried out to find out whether dimensions of organizational development too have an effect on online service delivery in the long term.


Transformational Government Organizational transformation Quality of service delivery e-Government 


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Copyright information

© Springer-Verlag Berlin Heidelberg 2009

Authors and Affiliations

  • Anne Fleur van Veenstra
    • 1
  • Arre Zuurmond
    • 1
  1. 1.Faculty of Technology, Policy and ManagementDelft University of TechnologyDelftthe Netherlands

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