Enterprise portals: improving service delivery in local government

Daniel, Elizabeth and Ward, John (2003). Enterprise portals: improving service delivery in local government. In: UKAIS Conference 2003, 9-11 Apr 2003, University of Warwick, UK.

URL: http://www.warwick.ac.uk/~bsral/ukais/abstracts.ph...

Abstract

Enterprise portals are currently being implemented by a significant number of organisations, both in the public and private sector. Such systems promise a wide range of benefits, including; the integration of disparate information sources and applications, allowing staff easier and faster access to both, and the ability to tailor or personalise this access based on roles, functions or location. This paper describes the development and early stage deployment of an enterprise portal within West Sussex County Council. The portal is seen as a key element of their e-government activities, enabling the Council to meet Government targets in this area. The intention is for the portal to provide a single location for all individuals, both customers and staff, wishing to access the on-line information and transactional services provided by the Council. The portal investment by the Council is expected to improve service delivery to customers, both through on-line access and by increasing the ability to share information across its own directorates and also to improve working with other agencies. The case study raises a number of issues of relevance beyond the public sector, concerning the ability of organisations to achieve the immediate and longer term benefits enterprise portals appear to offer.

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