Part I: The story of the dozen challenges Challenge 1: Start-up ... of what ? Arriving at common goals for electronic services The symptoms Problem-resolving strategies Lessons from the start-up challenge Analysis of the tapville solution Conclusions from the start-up challenge in summary Challenge 2: thiusands of pages - from project to organization Problem - solving strategies Lessons from the tapville solution Challenge 3: Messy appearance - organize the usability improvement process Analysis - what about apearance? Lessons from the "messy appearance" challenge Challenge 4: Parallel systems - use electronic services only when you need them Analysis - cutting gordian knots looks impressive but may prove unproductive Conclusions: From the parallel systems challenge Challenge 5: Choosing the future technical platform - look back, look aside, look ahead Evolution of electronic services A good metaphor is worth a dozen consultants How to build an IT infrastructure Systems architecture and organizational setup What role should technical concerns play in electronic service provision? Business choices - who should develop and maintain your telematic applications some recommendations Challenge 6: Cross- departmental integration of data resources - don't lock up your resources Cross - departmental cooperation strategies and possibilities Data integration and data quality From Ad Hoc to competence development Economic gains? Conclusions Challenge 7: Staff motivation - enrol the staff in your team Analysis Conclusions Challenge 8: Poor usability - let the users be your guide The tapville conference revisited On users On usability Conclusion Challenge 9: Where is the payoff? Some benefits come later Return on investment? Investment? The economics of electronic services Measuring the value of information technology Conclusions Challenge 10: What is our role?From monopoly to service provider What is the role of a city? Undeerstanding your users Conclusions Challenge 11: Where are the users? Users want your service, not your system Complete media chains for economic benefits of electronic services: win - winning in the information society usefulness to the individual; the everyday contexts of electronic services Conclusions Challenge 12: Managing administrative tribes - projects don't fail because of too many enemies, but because of too few friends Tribal wars in the city office - of clans and electronic services Conclusions Conclusions from the dozen challenges Do we really have to deal with all these challenge? Part 2: Electronic service management Introduction to part 2 Digital communities and local communities The ESM concept Cities and the local information society Cities and electronic service processes ESM development issues ESM activities Conclusions The user perspective The organizational perspective The economic perspective The technical perspective