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Last update: 01/2004
What is multi-channel delivery of services?
Objectives
Achievements
Who benefits?
The role of IDABC
Technical information
Documentation
What is multi-channel delivery of services?
Multi-channel delivery of services refers to the delivery of services in different ways: via electronic channels (Internet or email access via PC, digital TV, mobile phones, etc) or traditional channels like face to face meetings or postal delivery. To ensure the inclusion of all citizens, these services must be provided through different channels.
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Objectives
New developments in ICT and the emergence of new electronic channels allow the public sector to deliver better quality services while reducing the costs. However, it is necessary to devise a strategy to select which services should be implemented via which channels for different kinds of users. The IDABC Programme commissioned a study to look into this matter. The objective of the study was to:
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assess the impact of a multi-channel approach to the delivery of user-centred eGovernment services;
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provide a framework for selecting channels based upon user and provider requirements and channels characteristics;
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define guidelines to help public administrations to proceed with multi-channel delivery of services.
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Achievements
A preparatory study was launched in December 2003 and its results released in June 2004. The study assesses the impact of a multi-channel approach to the delivery of eGovernment services and applications.
The study analyses the requirements and impact of multi-channel delivery mechanisms from user and provider side. It includes a channel selection framework and implementation guidelines. The study also includes a number of best practice cases describing multi-channel implementations in EU Member States and concludes with recommended solutions and proposals for follow-up activities.
Interestingly, the study stresses that the information or service should be adapted to the characteristics of the different delivery channels and that those should be able to interoperate seamlessly to enable the use of different channels for a single transaction. The study also underlines that, due to the wide variety of parameters involved, there is no single solution that fits all situations. In some cases, a wide variety of channels may be needed, whereas in others, a limited number or even a single channel will suffice.
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Who benefits?
Immediate beneficiaries are Member State Administrations and European Commission services involved in trans-European Government services as well as IDABC-supported projects in sectoral policy areas.
Ultimate beneficiaries are citizens and enterprises through better access to eGovernment services.
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The role of IDABC
IDABC is responsible for the funding and execution of this action in close collaboration with several Member States.
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Technical information
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Project start date
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Project completion date
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June 2004
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Project status
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Preparatory study completed
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IDA budget
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2003 € 60,000
2004 € 0
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Responsible service
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DG Enterprise and Industry - IDABC Unit
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Project coordinator
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Hans D’hooge
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Contact
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idabc@ec.europa.eu
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Countries involved
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All EU Member States
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Documentation on Multi-channel delivery of services
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