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In an effort to improve service delivery to constituents most e-government initiatives & the 1990s focused on making services accessible online. But online access only addresses the front end of service delivery. The backend requires the simplification. integration, streamlining and automation of complex information workflows - where the heavy lifting of service delivery occurs - which is increasingly difficult with multiple legacy systems and complex infrastructure. Today many successful e-government initiatives rely on Collaborative Case Management (CCM), supported by a robust, consolidated information infrastructure, to help meet their service delivery goals.
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