SIMULATION FOR UNDERSTANDING COLLABORATION IN A VIRTUAL PUBLIC COUNTER

摘要

E-government is emerging as the new way for government to provide services to its constituents. Local government organizations have to collaborate with each other in a virtual public counter to offer a one-stop shop. Many hurdles need to be taken and decisions need to be made before virtual counter can be realized. Public servants are, however, often not aware of the collaboration problems they have to deal with when designing a virtual counter. In this research simulation is used as an instrument to make government officials aware of collaboration problems. In this paper a simulation study aimed at making government officials aware of collaboration problems they have to deal with when designing a one-stop shop public business counter is presented. First the background and nine collaboration issues are discussed. Thereafter simulation models are presented modeling these collaboration issues. The effectiveness of these models has been evaluated using a workshop and a survey. The models were found to be effective to widen the horizon of government officials and to focus on organizational issues of collaboration instead on a limited number of mainly technical oriented issues.