Kurzfassung

Internetbasierte Self-Service-Systems als Möglichkeit zur Erreichung von effizienten Prozess in der öffentlichen Verwaltung

Beschreibung

"Self service systems in public administration can lead to a more efficient organization as well as to an improved customer orientation. The objective is to offer high-quality services and to involve the service recipient in the administrative process to a greater extent. Re-engineering public service processes is necessary to promote a shift from the supplier-dominated push principle to a demand-oriented pull principle. A self service infrastructure allows direct access to IT supported public services.The transactions between service suppliers and service recipients are based on Internet communication. A smartcard represents a powerful element to identify and authenticate the user and offers value-added functions such as data storage, data encryption or electronic payment." (Quelle: Bodendorf/Saueressig 2000, 1)