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Re: Examples and a Use Case for Multi-channel delivery

From: Andrew Boyd <facibus@gmail.com>
Date: Thu, 2 Jun 2011 09:57:41 +1000
Message-ID: <BANLkTimTN7b77cL6pqrLpWHRmfnr6yk64A@mail.gmail.com>
To: Oscar Azanon <oscar.azanon@vitruviosistemas.com>
Cc: public-egov-ig@w3.org
On Wed, Jun 1, 2011 at 11:42 PM, Oscar Azanon
<oscar.azanon@vitruviosistemas.com> wrote:
> Hello Andrew,
> I have been working precisely in this for the last 8 years - The short
> answer being yes, there are best practices that make this possible and in a
> cost-effective manner. It's perfectly doable with current technology and
> state of the art in eGovernment architectures. This is heavily related to
> the area I have been collaborating within this group: seamless integration
> of data [1].
> These ideas have successfully been deployed in a region in northern Spain,
> with many thousands of transactions managed across different channels every
> month. The idea is that you can discover and request some service (p.e.
> through a web-based form), monitor its progress through the web / phone and
> present further documents later on paper, meaning no difference for our end
> users / citizens. This has been a success study in our country where our
> region has been leading many eGovernment national measurements for many
> years now thanks to these innovative approaches.
> If you are interested in learning more about this case, please let me know
> and we'll try to see what kind of information you may need
> Best regards,
> ocr

Thanks Oscar,

appreciated. That certainly sounds like the kind of future state we need here.

I'd like to discuss specifics of how your channel strategy has
translated into concrete action - those key principles that allowed
you to communicate a shared vision of the future and helped to make it
become a reality. Is there a case study or more information I can read
for background on the work you've done in Spain? The paper you
referenced has good coverage of the challenges and available
technologies - I would like to take my understanding one step further
and learn how it worked for you.

Best regards, Andrew

Andrew Boyd
Received on Wednesday, 1 June 2011 23:58:09 UTC

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