**5. Focusing on services in public sector**

There is an almost infinite potential in development of electronic services in the public sector. Typically, services that are provided through the internet are connected to sharing information. Public sector services are mostly connected to information – and internet is a very efficient way to gather and share it. We argue here that developers of public sector eservices should do more than they have done so far.

In public sector there are numerous electronic, information technology powered services already today. The citizen may use an arbitrary computer connected to the internet and apply for children's day-care, or inform the authorities that the address has changed, for example. These can be done by filling in a form on-line, or downloading it and printing for manual processing. Other typical e-services include seeking information from service providers' internet-pages or requesting further information and advice. It is still clear that many public services are in their early stages; often they are based on existing ways of doing things instead of thinking what citizens need (Howard, 2001). Services need to be integrated which calls for a total re-planning of services in order to better meet the needs of the citizens (Atkinson & Leigh, 2003).

The developers of e-Services need to better understand users of public services. Clearly, the citizens should not have to surf the internet and try to find different services that are spread all over. Better integrated, portal-type sites would make it possible to find relevant information effortlessly. This involves integration of services that are generated in separate offices, departments and units (Atkinson & Leigh, 2003). For example, too often agencies provide information only from their "own" services and activities. Instead, information should be widely available so that users would not have to guess or know what other related information and services there are so that users could better have their problems solved. Services should also include information, advice and links that are not provided by the agency itself. There is a need *"…to approach the Web with a philosophy of helping users solve problems, not merely delivering their same old services through new medium"* (Atkinson & Leigh, 2003).

It is often noticed that people send lot of email to public administration. This is because it is easier to ask than try to figure out what agency to contact and how to proceed. Public administration is full of administrative jargon and official pseudonyms – which are likely to be transferred to web when they have been digitized. The whole structure of the web-sites is based on different agencies, departments and units (stovepipe-structure) rather than integrated portals (Atkinson & Leigh, 2003). In addition, the sites are often relatively unfriendly and there are no comprehensive search-engines that would make it easier to find information from the site, for example. In this way poorly designed internet site can easily increase the burden of the staff in public sector organizations when the amount of incoming email queries go up. This should indicate that existing service through the internet needs to be developed. The solution to the problem is that the services should be more straightforward, easier to understand and include self-service –type of elements.

and managerial issues (third category) are the main challenges to information systems development (Gil-García & Pardo, 2005). It is clear that laws and regulations must be taken into account when developing electronic services (fourth category). The institutional and environmental challenges (last category) are result of the institutional framework in which

There is an almost infinite potential in development of electronic services in the public sector. Typically, services that are provided through the internet are connected to sharing information. Public sector services are mostly connected to information – and internet is a very efficient way to gather and share it. We argue here that developers of public sector e-

In public sector there are numerous electronic, information technology powered services already today. The citizen may use an arbitrary computer connected to the internet and apply for children's day-care, or inform the authorities that the address has changed, for example. These can be done by filling in a form on-line, or downloading it and printing for manual processing. Other typical e-services include seeking information from service providers' internet-pages or requesting further information and advice. It is still clear that many public services are in their early stages; often they are based on existing ways of doing things instead of thinking what citizens need (Howard, 2001). Services need to be integrated which calls for a total re-planning of services in order to better meet the needs of the citizens

The developers of e-Services need to better understand users of public services. Clearly, the citizens should not have to surf the internet and try to find different services that are spread all over. Better integrated, portal-type sites would make it possible to find relevant information effortlessly. This involves integration of services that are generated in separate offices, departments and units (Atkinson & Leigh, 2003). For example, too often agencies provide information only from their "own" services and activities. Instead, information should be widely available so that users would not have to guess or know what other related information and services there are so that users could better have their problems solved. Services should also include information, advice and links that are not provided by the agency itself. There is a need *"…to approach the Web with a philosophy of helping users solve problems, not* 

*merely delivering their same old services through new medium"* (Atkinson & Leigh, 2003).

straightforward, easier to understand and include self-service –type of elements.

It is often noticed that people send lot of email to public administration. This is because it is easier to ask than try to figure out what agency to contact and how to proceed. Public administration is full of administrative jargon and official pseudonyms – which are likely to be transferred to web when they have been digitized. The whole structure of the web-sites is based on different agencies, departments and units (stovepipe-structure) rather than integrated portals (Atkinson & Leigh, 2003). In addition, the sites are often relatively unfriendly and there are no comprehensive search-engines that would make it easier to find information from the site, for example. In this way poorly designed internet site can easily increase the burden of the staff in public sector organizations when the amount of incoming email queries go up. This should indicate that existing service through the internet needs to be developed. The solution to the problem is that the services should be more

public organizations. The framework also includes the existing policy environment.

**5. Focusing on services in public sector** 

services should do more than they have done so far.

(Atkinson & Leigh, 2003).

One suggested method for increasing the amount of self-service over the internet is giving rebates for those using e-services. In e-business it is common that customers who make the reservations over the internet, for example, receive a rebate or discount coupons that they can use when shopping again in the future. The goal is to develop lock-in, and push the customers to using services that are available on the internet. The customers can do eshopping whenever it best suites them, they don't need to wait on phone, for example. At the same time self-service frees staff from answering customer calls to more productive work. The question here is that why could not public sector organizations use similar techniques in order to promote e-services and "locking" citizens.

True e-services need to be developed around user needs. Transferring existing papers, files and information from different agencies into web, and placing some hyperlinks between them is not enough. The services should be integrated, enhance self-service and trust so that users see the added value of electronic services. Technologically, users should be able to complete most of their transactions online. Here easy-to-use, robust and trustworthy services are needed so that more users start using e-services in public sector.
