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Municipal service delivery: A multi‐stakeholder framework
Author(s) -
Messinger Paul R.
Publication year - 2012
Publication title -
human factors and ergonomics in manufacturing and service industries
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.408
H-Index - 39
eISSN - 1520-6564
pISSN - 1090-8471
DOI - 10.1002/hfm.20518
Subject(s) - service delivery framework , social media , stakeholder , process (computing) , service (business) , stakeholder engagement , business , process management , face (sociological concept) , service design , service model , knowledge management , public relations , computer science , marketing , world wide web , political science , sociology , social science , operating system
A large number of services that affect people's lives in modern economies are delivered by cities. This paper proposes a framework for municipal service delivery. Within this framework, the paper highlights challenges cities face when combining human and automated service delivery. The paper also describes how to harness social media to facilitate citizen engagement in the process of addressing some of these challenges. Lastly, the paper underlines the need for institutional arrangements and flexible software systems that can facilitate citizen‐centered municipal service delivery and social media engagement. © 2012 Wiley Periodicals, Inc.