A public value based method to select services for a no-stop shop implementation

Scholta Hendrik, Halsbenning Sebastian, Becker Jörg


Abstract

Nowadays, public organizations become proactive in their service delivery such that they approach their clients and not vice versa. In the most advanced case, the no-stop shop, clients do not have to do anything to receive a public service. Public organizations offer many services and several of them could potentially be delivered through a no-stop shop. Therefore, public organizations need assistance in the decision which services they realize in a no-stop shop first. To address this issue, we present a method for the prioritization of public services for the implementation in a no-stop shop. The rationale of our method is that public organizations should prefer those services that are expected to provide the highest public value. We followed a design-oriented research approach and combined seminal works on no-stop shop and public value. The method was evaluated through the application in a workshop at a municipality.

Keywords
no-stop government; no-stop shop; personalization; proactive public service; public value



Publication type
Forschungsartikel als ePaper (Konferenz)

Peer reviewed
Yes

Publication status
Published

Year
2022

Conference
55th Hawaii International Conference on System Sciences (HICSS 2022)

Venue
Virtual Event / Lāhainā

Book title
Proceedings of the 55th Annual Hawaii International Conference on System Sciences

Editor
Bui, Tung X.

Start page
2523

End page
2532

Title of series
Proceedings of the Annual Hawaii International Conference on System Sciences

Publisher
University of Hawai'i at Manoa / Hamilton Library

Place
Honolulu, Hawaii, USA

Language
English

ISSN
2572-6862

ISBN
978-0-9981331-5-7

DOI

Full text