Maria A. Wimmer Knihy

This book explores various aspects of e-government, addressing challenges and opportunities in organizational transformation. It examines the governance of back office integration through Dutch experiences and the dynamics of e-government systems in developing countries, highlighting stakeholder conflicts. Performance metrics are discussed, including models for measuring customer satisfaction and accountability in electronic cross-agency service delivery. The text delves into citizen relationship management and decision support systems in local government contexts, emphasizing the importance of monitoring regulations and policies. The impact of e-government services in Austria is evaluated, along with a risk-modelling tool for e-service projects in the UK. Administrative transparency is analyzed through a case study in Seoul, while the intersection of technology and acceptance is explored through comparative studies. The book also considers lessons learned from various countries' e-government practices and the effectiveness of strategies addressing the digital divide. Policy and practice in standards for interoperability frameworks are discussed, alongside innovative tools like collaborative GIS for disaster management and legal knowledge systems. The role of organizational changes, leadership, and knowledge processes in e-government is highlighted, as well as the use of semantic web technologies for pan-European services. A

The importance of Knowledge Management (KM) is increasingly recognized in business and public sector domains. The latter is particularly suitable for KM implementations since it deals with information and knowledge resources at a large scale: much of the work of public authorities deals with the elaboration of data, information and knowledge on citizens, businesses, society, markets, the environment, law, politics, etc. Even most products of public administration and government work are delivered in the shape of information and knowledge themselves. This especially applies to policies, management, and the regulation and monitoring of society, markets and the environment. Governments expect advanced support from KM concepts and tools to exploit these huge knowledge and information resources in an efficient way. Not only does the trend towards a knowledge society call for KM solutions, but current e government developments also significantly influence the public sector. Ample access to remote information and knowledge resources is needed in order to facilitate: Citizen and businesses oriented service delivery, including one stop service provision; interorganizational co operation between governmental agencies; cross border support for complex administrative decision making; e government integration of dislocated information and knowledge sources into a fabric of global virtual knowledge.