1 Introduction For several years the public sector has experienced substantial changes. First the widespread use of the Internet and the e-government discussion led to an extended offer of information for each governmental level (federal, state, regional, local) of the public authorities and a broad offer of online applications. The recent discussion of… (More)
How can employees be qualified to provide sound customer advisory services? How can they be empowered to deliver the value of public sector modernization to customers? In this paper, we offer a novel approach to qualify service personnel on-the-job using " facilitation affordances ". In this approach , artifacts, providing appropriately designed… (More)
che mit dem Berater nach den fünf Strukturierungsdimensionen " Themen " , " Orte " , " Zeit " , " Ressourcen " und " Aktivität " aggregiert werden.