000			01890naa a2200229uu 4500
001			0121713495037
003			OSt
005			20190211174302.0
008			101217s2010 xx ||||gr |0|| 0 eng d
100	1		_aGAGNON, Yves- C. _93864
245	1	0	_aMultichannel delivery of public services : _ba new and complex management challenge
260			_aPhiladelphia : _bRoutledge, _cApril 2010
520	3		_aA strategic challenge facing all governments today is how to deliver services effectively and efficiently. At one time, they thought that they could meet this challenge by exploiting technology and going the E-government route with the promise of single-window, integrated, intelligent service delivery. Very quickly, however, they had to accept the fact that they would have to overcome a multitude of obstacles and that individual and corporate clients often preferred to receive service in traditional ways.
520	3		_aAs a result, the delivery of public services is becoming increasingly multichannel: over the counter, by mail and telephone, over the Internet, via text and television, etc. There is therefore a need to identify some kind of model for managing this highly complex new phenomenon effectively and efficiently. By conducting research in the field with the help of case studies and international benchmarking, it was possible to identify the main variables in the degree of effectiveness and efficiency of multichannel public service delivery and develop the outline of a model representing the underlying factors
700	1		_aPOSADA, Elizabeth _943512
700	1		_aBOURGAULT, Mario _939241
700	1		_aNAUD, Alain _943513
773	0	8	_tInternational Journal of Public Administration - IJPA _g33, 5, p. 213-222 _dPhiladelphia : Routledge, April 2010 _xISSN 01900692 _w
942			_cS
998			_a20101217 _b1349^b _cDaiane
998			_a20110119 _b1216^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c37847 _d37847
041			_aeng