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Managing Electronic Services [2000]

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