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Electronic service delivery in a multi-channel public sector: an assessment of the government of Canada

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  • Jeffrey Roy

Abstract

The purpose of this article is to provide a critical assessment of both the Canadian federal government's experience to date with online service delivery and the prospects for Service Canada, a new vehicle for government-wide service transformation. In doing so, our primary interest lies in better understanding the organisational dimensions to this transformation and the extent to which these dimensions are both addressed in and well aligned with the federal government apparatus. Upon review of the background to and creation of Service Canada, five major sets of factors are adopted in order to analyse the prospects for this government-wide service transformation initiative. They include the relevance and management of a multi-channel service apparatus; the governance architecture; the importance of management by networks; public-private partnering; and senior management and political support. The article concludes that significant effort is required in each of these areas in order for Service Canada to succeed.

Suggested Citation

  • Jeffrey Roy, 2007. "Electronic service delivery in a multi-channel public sector: an assessment of the government of Canada," International Journal of Information Technology and Management, Inderscience Enterprises Ltd, vol. 6(2/3/4), pages 148-169.
    • Handle: RePEc:ids:ijitma:v:6:y:2007:i:2/3/4:p:148-169
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    Cited by:

    1. Bernd W. Wirtz & Paul F. Langer, 2017. "Public Multichannel Management – an Integrated Framework of Off- and Online Multichannel Government Services," Public Organization Review, Springer, vol. 17(4), pages 563-580, December.

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