Bricks, clicks and calls : clustering serivices for citizen-centered delivery
By: KERNAGHAN, Kenneth
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Contributor(s): BERARDI, Jennifer.
Material type: 
ArticlePublisher: 2001Canadian Public Administration 44, 4, p. 417-440Abstract: Since the mid-1980s, the traditional "brick-and-mortar" approach to delivering a single service through face-to-face contacts in government offices has been improved by the creation of one-stop walk-in centres that provide multiple services of a related or unrelated nature, by telephone call centres that provide both personal service and interactive choice response, and by the rapid growth of servie delivery through the Internet. The challenge for governments is to determine how best to join up services within and between departments, across levels of government, between governmental and non-governmental service providers, and across channels. This article focuses on the delivery of government services by bringing them together in "cluster" and delivering them through more than one service channel. The article explains the concept of service clusteringa and provides a model of its major components; uses this model as a framework for describing innovative clustering initiatives in several countries; and examines the implications of service clustering for public administration, with particluar reference to privacy and security issues
| Item type | Current location | Collection | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|---|
| Periódico | Biblioteca Graciliano Ramos | Periódico | Not for loan |
Since the mid-1980s, the traditional "brick-and-mortar" approach to delivering a single service through face-to-face contacts in government offices has been improved by the creation of one-stop walk-in centres that provide multiple services of a related or unrelated nature, by telephone call centres that provide both personal service and interactive choice response, and by the rapid growth of servie delivery through the Internet. The challenge for governments is to determine how best to join up services within and between departments, across levels of government, between governmental and non-governmental service providers, and across channels. This article focuses on the delivery of government services by bringing them together in "cluster" and delivering them through more than one service channel. The article explains the concept of service clusteringa and provides a model of its major components; uses this model as a framework for describing innovative clustering initiatives in several countries; and examines the implications of service clustering for public administration, with particluar reference to privacy and security issues
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