Birgit Schenk

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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)
Währenddie eGovernment-Forschung für Bürgerserviceüber das Inter-net undd ie Umsetzung durchgehender Prozesse schon bedeutende Ergebnisse er-arbeitet hat, steht die Neugestaltung derB ürger-Verwaltungs-Interaktionv or Ort trotz der Etablierungv on Bürgerämtern erst am Anfang.I mv orliegendenB eitrag stellen wir am Beispiel der Neubürgerberatungder Stadt(More)
Proceedings Gesellschaft für Informatik (GI) publishes this series in order to make available to a broad public recent findings in informatics (i.e. computer science and information systems), to document conferences that are organized in cooperation with GI and to publish the annual GI Award dissertation. Broken down into the fields of • Seminars •(More)