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Title:
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ARE YOU BEING SERVED? |
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Author(s):
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Frank Bongers , Rens Vandeberg , Christiaan Holland |
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ISBN:
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972-98947-5-2 |
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Editors:
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Pedro Isaías, Piet Kommers and Maggie McPherson |
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Year:
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2004 |
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Edition:
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1 |
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Keywords:
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Electronic service delivery, citizen consultations, e-government, the Netherlands. |
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Type:
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Full Paper |
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First Page:
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36 |
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Last Page:
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43 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Government agencies often provide electronic services from a supply side or a technology driven perspective. This means
that agencies take their organisational structure, products and services as a starting point for electronic service delivery
(ESD) to citizens and business. However, there seems to be a gap between citizens needs on the one hand (the demand
side) and the quality of ESD on the other hand (the supply side). This article takes a demand side perspective on ESD. It
presents some results from two demand side consultations with regard to public ESD in the Netherlands. The aim of these
consultations was to gather citizens expectations, needs and satisfaction about electronic service delivery. These kinds of
consultations help government agencies to make and disclose electronic services that fit citizens needs and, therefore,
narrow the gap between the demand and supply side of ESD. |
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