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Managing Electronic Services [2000]
- 3
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Challenge 1: Start-up of What? Arriving at Common Goals for Electronic Services
- 23
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Challenge 2: Thousands of Pages - From Project to Organization
- 33
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Appearance - Organize the Usability Improvement Process
- 45
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Challenge 4: Parallel Systems - Use Electronic Services Only When You Need Them
- 55
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Future Technical Platform - Look Back, Look Aside, Look Ahead
- 83
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Departmental Integration of Data Resources - Don’t Lock up Your Resources
- 101
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Challenge 7: Staff Motivation - Enrol the Staff in Your Team
- 109
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Challenge 8: Poor Usability - Let the Users Be Your Guide
- 137
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Challenge 9: Where is the Payoff? Some Benefits Come Later
- 157
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Challenge 10: What is Our Role? From Monopoly to Service Provider
- 171
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Challenge 11: Where Are the Users? Users Want Your Service, Not Your System
- 185
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Challenge 12: Managing Administrative Tribes - Projects Don’t Fail Because of Too Many Enemies, But Because of Too Few Friends
- 193
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Conclusions From the Dozen Challenges
- 203
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Introduction to Part 2
- 209
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Cities and the Local Information Society
- 221
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Conclusions