Das Identitätsund Zugangsmanagement (engl. Identity and Access Management, IAM) entwickelt sich zu einer Schlüsseltechnologie zur Umsetzung von digitalen Transformationen und der damit einhergehenden Personalisierung. An der Interaktionsschnittstelle zum Kunden ist eine gute Benutzerfreundlichkeit gefragt, damit die Kundenakzeptanz gewährleistet werden kann. Die hier vorgestellte Studie evaluie...

The Malcolm Baldrige National Quality Award (MBNQA) is well known to assess quality and business processes in a variety of sectors, including government. In this study, we investigate the relationship between aspects of the MBNQA’s leadership triad and knowledge management in an e-government context. Specifically, we survey 1,100 employees of a medium-sized city government in the United States ...

A general development and automatic management platform for e-service systems is essential for e-service systems to always deliver satisfying, up-to-date, and trustworthy services cost-effectively to its customers, no matter where they are, when they want them, and how they access them. Following an applicationdriven approach, this paper derives the functional architecture of a general developm...

Knowledge management continues to be a focus of attention with in recent years considerable public sector interest in developments which initially emerged within the private sector. This paper gives an overview of knowledge management and assesses emerging trends in knowledge management within local government drawing on research conducted in Australia and the United Kingdom. Indications to dat...

The goal of this paper is to demonstrate how system dynamics modelling can be used in e-government policy and systems as an aid to spport territorial ananlysis, planning and governance, sustainable performance in urban areas and the assessment of policy outcomes. Topics such as renewable energy, efficiency, the design and exploitation of urban energy, water and waste management infrastructure a...

From the customer perspective, Business-to-Customer (B2C) is to be defined as a channel. In order to survive, grow, and succeed, IS managers should design B2C channels with attributes that maximize customer satisfaction. The authors investigate B2C channel attributes as antecedents for customer satisfaction. The relationship between the attribute-level performance and overall satisfaction is al...

In this paper, we approach electronic commerce Customer Relationship Management (e-CRM) from the perspective of five research areas. Our purpose is to define a conceptual framework to examine the relationships among and between these five research areas within e-CRM and to propose how they might be integrated to further research this area. We begin with a discussion of each of the research area...

Many of the current crises in contemporary healthcare management centre on issues concerning information management and costs. Electronic commerce (or e-commerce) activity, grounded in the development of the Internet, is challenging traditional management models and providing new paradigms and possible solutions for improved health care management. Australia’s health industry, like other econom...

Coordination in healthcare networks becomes more and more important to enable integrated care scenarios and to increase quality and efficiency in treatment processes. After identification of shortfalls in existing concepts and solutions a process-oriented approach is introduced which enhances integrated care scenarios by IT-driven coordination of interorganizational treatment processes – the co...

In order to improve the governmental efficiency, effectiveness and transparency, an important part of e-government is the digitalization of documents and the processing of these documents through electronic channels. Such a critical document in business process chains is the invoice, which is why the European Commission strives to increase the adoption and diffusion of electronic invoicing (e-i...