Abstract:

The European public sector is faced with significant pressure to more efficiently deliver citizen services and simultaneously make their services available online. With a spectrum of pending public sector initiatives, including the European Commission's eEurope 2005 Action Plan, organisations must choose the technology, staff and process investments they believe will help them most effectively meet pending mandates and increase overall organisational productivity. This paper discusses research identifying the investments in technology and business practices that are leading to significant improvements in operating productivity across European public sector organisations.