Organizing for Online Service Delivery: The Effects of Network Technology on the Organization of Transactional Service Delivery in Dutch Local Government

摘要

The examples illustrate that the five organizational trends are increasingly redesigning the organizational landscape of service delivery in The Netherlands. They all rely heavily on the use of network technology to operate their service delivery concepts. For the citizens, as clients of governmental transaction services, dealing with government appears to improve. They enjoy the integration of associated services in a single window while the number of outlets and the individual choice increase. All examples show that mainly through the bundling of resources the necessary investments can be warranted. Especially the rental subsidy and the WoningNet example contribute in their new organizational form to the central government aims to realize the high e-government ambitions. Although the organizational models that were discussed above indeed seem to help to overcome the existing service delivery paradox, time will tell if these new models are viable enough to survive also in the long run.