Public E-services from the Citizens’ Perspective - Adopting a Market Orientation

نویسندگان

  • ÅSA WALLSTRÖM
  • ANNE ENGSTRÖM
  • ESMAIL SALEHI-SANGARI
  • MARIA EK STYVÉN
چکیده

The recently published Swedish eGovernment Action Plan stresses that “the need of the user should always be an important starting-point in the efforts made by administrations to develop eServices.” But, is that the picture communicated in the action plan? This article reflects critically on the action plan from a marketing perspective. The discussion focuses on citizens as consumers of public e-services and argues that benefits from a market-oriented approach could support organizations in their development of public eservices. Developing online services based on knowledge of citizens’ needs, behaviors, and attitudes presents possibilities for creating customer-oriented services that increase productivity while delivering added value for citizens.

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تاریخ انتشار 2009