메뉴 건너뛰기




Volumn 56, Issue 1, 2013, Pages 121-141

Changing channels: Managing channel integration and migration in public organizations

Author keywords

[No Author keywords available]

Indexed keywords


EID: 84875604560     PISSN: 00084840     EISSN: 17547121     Source Type: Journal    
DOI: 10.1111/capa.12006     Document Type: Article
Times cited : (30)

References (45)
  • 1
    • 84875587892 scopus 로고    scopus 로고
    • Accenture. . Leadership in Customer Service: Creating Shared Responsibility for Better Outcomes. Available at
    • Accenture. 2008. Leadership in Customer Service: Creating Shared Responsibility for Better Outcomes. Available at http://nstore.accenture.com/acn_com/PDF/LCS08Report_010809.pdf.
    • (2008)
  • 2
    • 84875633430 scopus 로고    scopus 로고
    • Accenture. . From e-Government to e-Governance: Using New Technologies to Strengthen Relationships with Citizens. Accenture Institute for Health & Public Service Value. Available at
    • Accenture. 2009. From e-Government to e-Governance: Using New Technologies to Strengthen Relationships with Citizens. Accenture Institute for Health & Public Service Value. pp. 63-64. Available at http://nstore.accenture.com/egovernance/x/From%20e-Government%20to%20e-Governance.pdf.
    • (2009) , pp. 63-64
  • 3
    • 84875623950 scopus 로고    scopus 로고
    • Accenture. . Build It and They Will Come? The Accenture Digital Citizen Pulse Survey and the Future of Government Operations. Available at
    • Accenture. 2012. Build It and They Will Come? The Accenture Digital Citizen Pulse Survey and the Future of Government Operations. Available at http://www.accenture.com/SiteCollectionDocuments/PDF/Accenture-Digital-Citizen-FullSurvey.pdf.
    • (2012)
  • 4
    • 84875604697 scopus 로고    scopus 로고
    • Access Nova Scotia. . ANS Channel Strategy. Slide presentation provided by Access Nova Scotia, 30 September.
    • Access Nova Scotia. 2011. ANS Channel Strategy. Slide presentation provided by Access Nova Scotia, 30 September.
    • (2011)
  • 5
    • 84875635290 scopus 로고    scopus 로고
    • Australia. Department of Finance and Administration, Australian Government Information Management Office. (April). Delivering Australian Government Services: Managing Multiple Channels. Canberra: Commonwealth of Australia. Available at
    • Australia. Department of Finance and Administration, Australian Government Information Management Office. 2006 (April). Delivering Australian Government Services: Managing Multiple Channels. Canberra: Commonwealth of Australia. Available at http://www.finance.gov.au/publications/delivering-australian-government-services-access-and-distribution-strategy/docs/ads.pdf.
    • (2006)
  • 6
    • 84875622980 scopus 로고    scopus 로고
    • Best Practices Sub-Committee of the PSSDC-PSCIOC Research Committee (the Public Sector Service Delivery and Public Sector CIO Councils). . A Report on Channel Management/Channel Migration in Canada's Public Service Organizations. Available at
    • Best Practices Sub-Committee of the PSSDC-PSCIOC Research Committee (the Public Sector Service Delivery and Public Sector CIO Councils). 2012. A Report on Channel Management/Channel Migration in Canada's Public Service Organizations. Available at http://www.iccs-isac.org/wp/library/2011/10/Channel-Report-2011-Final.pdf
    • (2012)
  • 7
    • 80052915676 scopus 로고    scopus 로고
    • The government of Canada: Government on-line and citizen-centred service
    • by Sanford Borins, Kenneth Kernaghan, David Brown, Nick Bontis, Perri 6 and Fred Thompson . Toronto: University of Toronto Press -.
    • Brown, David. 2007. "The government of Canada: Government on-line and citizen-centred service." In Digital State at the Leading Edge, by Sanford Borins, Kenneth Kernaghan, David Brown, Nick Bontis, Perri 6 and Fred Thompson . Toronto: University of Toronto Press, pp. 37-68.
    • (2007) Digital State at the Leading Edge , pp. 37-68
    • Brown, D.1
  • 8
    • 33750880862 scopus 로고    scopus 로고
    • The design and implementation of cross-sector collaborations: Propositions from the literature
    • Special Issue: -.
    • Bryson, John M., Barbara C. Crosby, and Melissa Middleton Stone . 2006. "The design and implementation of cross-sector collaborations: Propositions from the literature." Public Administration Review 66 (1) Special Issue: 44-55.
    • (2006) Public Administration Review , vol.66 , Issue.1 , pp. 44-55
    • Bryson, J.M.1    Crosby, B.C.2    Middleton Stone, M.3
  • 9
    • 84875617189 scopus 로고    scopus 로고
    • Canada. Treasury Board Secretariat. . Service Delivery Network Profile Summary Report (March 2004).
    • Canada. Treasury Board Secretariat. 2004. Service Delivery Network Profile Summary Report (March 2004).
    • (2004)
  • 10
    • 84875612801 scopus 로고    scopus 로고
    • GovBenefits.gov. Your Benefits Connection
    • Canada. Treasury Board Secretariat. . "." Case Study #7: International Innovations in Public Sector External Service Delivery. Toronto: Institute for Citizen Centred Service. Available at
    • Canada. Treasury Board Secretariat. 2008. "GovBenefits.gov. Your Benefits Connection." Case Study #7: International Innovations in Public Sector External Service Delivery. Toronto: Institute for Citizen Centred Service. Available at http://www.iccs-isac.org/en/pubs/FinalReport-June7-2010Appendices.pdf.
    • (2008)
  • 11
    • 85076072804 scopus 로고    scopus 로고
    • The paradoxical nature of collaboration
    • edited by Lisa Blomgren Bingham and Rosemary O'Leary -. London: M.E. Sharpe.
    • Connelly, David R., Jing Zhang, and Sue R. Faerman . 2008. "The paradoxical nature of collaboration." In Big Ideas in Collaborative Public Management, edited by Lisa Blomgren Bingham and Rosemary O'Leary, pp. 17-35. London: M.E. Sharpe.
    • (2008) Big Ideas in Collaborative Public Management , pp. 17-35
    • Connelly, D.R.1    Zhang, J.2    Faerman, S.R.3
  • 12
    • 79952785240 scopus 로고    scopus 로고
    • Human services systems integration: A conceptual framework
    • Paper prepared for Annual Meeting of Association for Public Policy Analysis and Management, Washington, DC. Available at
    • Corbett, Thomas, and Jennifer L. Noyes . 2007. "Human services systems integration: A conceptual framework." Paper prepared for Annual Meeting of Association for Public Policy Analysis and Management, Washington, DC. Available at http://ebookbrowse.com/corbett-noyes-appam2007-pdf-d73574596.
    • (2007)
    • Corbett, T.1    Noyes, J.L.2
  • 13
    • 84866299112 scopus 로고    scopus 로고
    • Deloitte. . . London, U.K.: Deloitte & Touche LLP. Available at
    • Deloitte. 2007. Choosing Channels: Optimising the Channel Mix in the UK Public Sector. London, U.K.: Deloitte & Touche LLP. Available at http://www.deloitte.com/assets/Dcom-UnitedKingdom/Local%20Assets/Documents/uk_ps_dr_choosing_channels(1).pdf.
    • (2007) Choosing Channels: Optimising the Channel Mix in the UK Public Sector
  • 14
    • 84875583954 scopus 로고    scopus 로고
    • Deloitte. . Choosing Fewer Channels: Public Service Channel Options in an Age of Austerity. Available at
    • Deloitte. 2011. Choosing Fewer Channels: Public Service Channel Options in an Age of Austerity. Available at www.deloitte.com/assets/Dcom.../UK_GPS_Choosingfewchannels.pdf.
    • (2011)
  • 15
    • 84875607964 scopus 로고    scopus 로고
    • The economics of e-government services are far from simple
    • Government Technology (21 January). Available at
    • Douglas, Merrill. 2011. "The economics of e-government services are far from simple." Government Technology (21 January). Available at http://www.govtech.com/budget-finance/The-Economics-of-E-Government-Services-Are-Far-From-Simple.html.
    • (2011)
    • Douglas, M.1
  • 16
    • 40649103440 scopus 로고    scopus 로고
    • Electronic government: Rethinking channel management strategies
    • April: -.
    • Ebbers, W.E., W.J. Pieterson, and H.N. Noordman . 2008. "Electronic government: Rethinking channel management strategies." Government Information Quarterly 25 (2) April: 181-201.
    • (2008) Government Information Quarterly , vol.25 , Issue.2 , pp. 181-201
    • Ebbers, W.E.1    Pieterson, W.J.2    Noordman, H.N.3
  • 18
    • 84875585667 scopus 로고    scopus 로고
    • epractice.eu. . DK: New Digitisation Strategy Aims to Make the Public Paperless by 2015. Available at
    • epractice.eu. 2011. DK: New Digitisation Strategy Aims to Make the Public Paperless by 2015. Available at http://www.epractice.eu/en/news/5312648.
    • (2011)
  • 19
    • 84875582058 scopus 로고    scopus 로고
    • European Commission. Interchange of Data between Administrations Programme. . Multi-Channel Delivery of eGovernment Services. Brussels, Belgium: European Commission, Enterprise DG. Available at
    • European Commission. Interchange of Data between Administrations Programme. 2004. Multi-Channel Delivery of eGovernment Services. Brussels, Belgium: European Commission, Enterprise DG. Available at http://ec.europa.eu/idabc/servlets/Doc282e.pdf?id=16867.
    • (2004)
  • 20
    • 0039009169 scopus 로고    scopus 로고
    • Erin Research Inc. [for Citizen-Centred Service Network]. . . Ottawa: Canadian Centre for Management Development.
    • Erin Research Inc. [for Citizen-Centred Service Network]. 1998. Citizens First. Ottawa: Canadian Centre for Management Development.
    • (1998) Citizens First
  • 21
    • 77949288542 scopus 로고    scopus 로고
    • Erin Research Inc. [for Institute for Citizen-Centred Service]. . . Toronto: Institute for Citizen-Centred Service.
    • Erin Research Inc. [for Institute for Citizen-Centred Service]. 2008. Citizens First 5. Toronto: Institute for Citizen-Centred Service.
    • (2008) Citizens First 5
  • 22
    • 84875587270 scopus 로고    scopus 로고
    • The Rise of Generation C: Implications for the World of 2020. Dusseldorf, Germany: Booz and Company. Available at
    • Friedrich, Roman, Matthew Le Merle, Michael Peterson, and Alex Coster . 2010. The Rise of Generation C: Implications for the World of 2020. Dusseldorf, Germany: Booz and Company. Available at http://www.booz.com/media/uploads/Rise_Of_Generation_C.pdf.
    • (2010)
    • Friedrich, R.1    Merle, M.L.2    Peterson, M.3    Coster, A.4
  • 23
  • 24
    • 84875579899 scopus 로고    scopus 로고
    • Inter-jurisdictional Identity Management and Authentication Task Force. . A Pan-Canadian Strategy for Identity Management and Authentication, Final Report, July 2007, p. 6. Available at
    • Inter-jurisdictional Identity Management and Authentication Task Force. 2007. A Pan-Canadian Strategy for Identity Management and Authentication, Final Report, July 2007, p. 6. Available at http://www.cio.gov.bc.ca/local/cio/idim/documents/idma_final_report.pdf.
    • (2007)
  • 26
    • 43349098429 scopus 로고    scopus 로고
    • Getting the right mix: Unpacking integration meanings and strategies
    • Keast, Robyn, Kerry Brown, and Myrna Mandell . 2007. "Getting the right mix: Unpacking integration meanings and strategies." International Public Management Journal 10 (1): 9-33.
    • (2007) International Public Management Journal , vol.10 , Issue.1 , pp. 9-33
    • Keast, R.1    Brown, K.2    Mandell, M.3
  • 27
    • 17844401755 scopus 로고    scopus 로고
    • Moving towards the virtual state: Integrating services and service channels for citizen-centered delivery
    • March: -.
    • Kernaghan, Kenneth. 2005. "Moving towards the virtual state: Integrating services and service channels for citizen-centered delivery." International Review of Administrative Sciences 71 (1) March: 119-131.
    • (2005) International Review of Administrative Sciences , vol.71 , Issue.1 , pp. 119-131
    • Kernaghan, K.1
  • 28
    • 67649605396 scopus 로고    scopus 로고
    • Beyond bubble gum and goodwill: Integrating service delivery
    • by Sandford Borins, Kenneth Kernaghan, David Brown, Nick Bontis, Perri 6 and Fred Thompson . Toronto: University of Toronto Press -.
    • Kernaghan, Kenneth.. 2007. "Beyond bubble gum and goodwill: Integrating service delivery." In Digital State at the Leading Edge, by Sandford Borins, Kenneth Kernaghan, David Brown, Nick Bontis, Perri 6 and Fred Thompson . Toronto: University of Toronto Press, pp. 102-136.
    • (2007) Digital State at the Leading Edge , pp. 102-136
    • Kernaghan, K.1
  • 29
    • 84870311996 scopus 로고    scopus 로고
    • Associates. . . Toronto: Institute for Citizen-Centre Service.
    • Malatest, R.A., and Associates. 2010. Taking Care of Business 3. Toronto: Institute for Citizen-Centre Service.
    • (2010) Taking Care of Business 3
    • Malatest, R.A.1
  • 30
    • 84875628656 scopus 로고    scopus 로고
    • From Research to Results: A Decade of Results-Based Service Improvement in Canada. Toronto: Institute of Public Administration of Canada. Available at
    • Marson, Brian, and Ralph Heintzman . 2009. From Research to Results: A Decade of Results-Based Service Improvement in Canada. Toronto: Institute of Public Administration of Canada. Available at http://www.ipac.ca/documents/NewHorizonsmarsonandheintzman.pdf.
    • (2009)
    • Marson, B.1    Heintzman, R.2
  • 31
    • 84875593860 scopus 로고    scopus 로고
    • OECD. . Strategies for Improving the Take-up Rates of Electronic Services. Paris: Organisation for Economic Cooperation and Development. Available at
    • OECD. 2006. Strategies for Improving the Take-up Rates of Electronic Services. Paris: Organisation for Economic Cooperation and Development. Available at http://www.oecd.org/dataoecd/41/36/36280699.pdf.
    • (2006)
  • 32
    • 84875583197 scopus 로고    scopus 로고
    • OECD. . Improving Taxpayer Service Delivery: Channel Strategy Development. Paris: Organisation for Economic Cooperation and Development. Available at
    • OECD. 2007. Improving Taxpayer Service Delivery: Channel Strategy Development. Paris: Organisation for Economic Cooperation and Development. Available at http://www.oecd.org/dataoecd/34/47/38528306.pdf.
    • (2007)
  • 33
    • 79851483657 scopus 로고    scopus 로고
    • Machine-to-Machine Communications: Connecting Billions of Devices
    • OECD. . "." OECD Digital Economy Papers, No. 192, Paris: OECD Publishing. Available at
    • OECD. 2012. "Machine-to-Machine Communications: Connecting Billions of Devices." OECD Digital Economy Papers, No. 192, Paris: OECD Publishing. Available at http://dx.doi.org/10.1787/5k9gsh2gp043-en.
    • (2012)
  • 34
    • 70349471018 scopus 로고    scopus 로고
    • "Channel integration in governmental service delivery: The effects on citizen behavior and perceptions
    • edited by M.A. Winner Berling: Springer-Verlag -.
    • Pieterson, Willem, and Marije Teerling . 2009. "Channel integration in governmental service delivery: The effects on citizen behavior and perceptions." In EGOV 2009, LNCS 5693, edited by M.A. Winner etal. Berling: Springer-Verlag, pp. 222-233.
    • (2009) EGOV 2009, LNCS 5693 , pp. 222-233
    • Pieterson, W.1    Teerling, M.2
  • 35
    • 84875635006 scopus 로고    scopus 로고
    • PricewaterhouseCoopers. . Next Generation of Eservices, CitizenCompass: Enhancing Service Delivery in the Canadian Public Sector. Available at
    • PricewaterhouseCoopers. 2012. Next Generation of Eservices, CitizenCompass: Enhancing Service Delivery in the Canadian Public Sector. Available at http://read.ca.pwc.com/i/71911?utm_source=landing-page&utm_medium=referral&utm_campaign=citizencompass.
    • (2012)
  • 36
    • 84875599555 scopus 로고    scopus 로고
    • Building Better Human Service Systems: Integrating Services for Income Support and Related Programs. Albany, NY: Nelson A. Rockefeller Institute of Government. Available at
    • Ragan, Mark. 2003. Building Better Human Service Systems: Integrating Services for Income Support and Related Programs. Albany, NY: Nelson A. Rockefeller Institute of Government. Available at http://www.rockinst.org/pdf/workforce_welfare_and_social_services/2003-06building_better_human_service_systems_integrating_services_for_income_support_and_related_programs.pdf.
    • (2003)
    • Ragan, M.1
  • 37
    • 83055180543 scopus 로고    scopus 로고
    • Channel choice and public service delivery in Canada: Comparing e-government to traditional service delivery
    • Reddick, Christopher G., and Michael Turner . 2012. "Channel choice and public service delivery in Canada: Comparing e-government to traditional service delivery." Government Information Quarterly 29 (1): 1-11.
    • (2012) Government Information Quarterly , vol.29 , Issue.1 , pp. 1-11
    • Reddick, C.G.1    Turner, M.2
  • 39
    • 84875633811 scopus 로고    scopus 로고
    • More complexity demands greater simplicity
    • The Globe and Mail, 30 August.
    • Tossell, Ivor. 2011. "More complexity demands greater simplicity." The Globe and Mail, 30 August.
    • (2011)
    • Tossell, I.1
  • 40
    • 84875582709 scopus 로고    scopus 로고
    • United Kingdom. Cabinet Office. . Service Design and Delivery Guide: Achieving High Take-Up of E-Services, Cost Savings and Better Quality Public Services. London: Cabinet Office eGovernment Unit. Available at
    • United Kingdom. Cabinet Office. 2004. Service Design and Delivery Guide: Achieving High Take-Up of E-Services, Cost Savings and Better Quality Public Services. London: Cabinet Office eGovernment Unit. Available at http://e-government.cabientoffice.gov.uk/Home/Homepage/fs/en.
    • (2004)
  • 41
    • 84875578196 scopus 로고    scopus 로고
    • "Digital by Default Proposed for Government Services
    • United Kingdom. Cabinet Office. . ." ( November). Available at
    • United Kingdom. Cabinet Office. 2010. "Digital by Default Proposed for Government Services." (22 November). Available at http://www.cabinetoffice.gov.uk/news/digital-default-proposed-government-services.
    • (2010) , vol.22
  • 42
    • 84875631430 scopus 로고    scopus 로고
    • United Kingdom. Cabinet Office. . Open Public Services White Paper. HM Government, Cm 8145. Norwich, UK: Her Majesty's Stationery Office. Available at
    • United Kingdom. Cabinet Office. 2011. Open Public Services White Paper. HM Government, Cm 8145. Norwich, UK: Her Majesty's Stationery Office. Available at http://www.cabinetoffice.gov.uk/resource-library/open-public-services-white-paper.
    • (2011)
  • 43
    • 84875582468 scopus 로고    scopus 로고
    • United Nations. Department of Economic and Social Affairs. . E-Government Survey 2012: E-Government for the People. New York, NY: United Nations. Available at
    • United Nations. Department of Economic and Social Affairs. 2012. E-Government Survey 2012: E-Government for the People. New York, NY: United Nations. Available at http://unpan1.un.org/intradoc/groups/public/documents/un/unpan048065.pdf.
    • (2012)
  • 44
    • 84875594177 scopus 로고    scopus 로고
    • Service Transformation: A Better Service for Citizens and Businesses, A Better Deal for the Taxpayer. Norwich, U.K.: Her Majesty's Stationery Office. Available at
    • Varney, Sir David. 2006. Service Transformation: A Better Service for Citizens and Businesses, A Better Deal for the Taxpayer. Norwich, U.K.: Her Majesty's Stationery Office. Available at http://www.dc10plus.net/resources/documents/pbr06_varney_review.pdf.
    • (2006)
    • Varney, S.D.1
  • 45
    • 84875609529 scopus 로고    scopus 로고
    • Migration strategies for multi-channel service provisioning in public agencies
    • van Veenstra, Anne Fleur, and Marijn Janssen . 2010. "Migration strategies for multi-channel service provisioning in public agencies." Electronic Journal of e-Government 8 (2): 215-226.
    • (2010) Electronic Journal of e-Government , vol.8 , Issue.2 , pp. 215-226
    • van Veenstra, A.F.1    Janssen, M.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.