Building value into e-government: An Australian case study

This paper looks at the implementation of a new customer value based model in e-government. Firstly we review the issues of e-government and the drive towards customer centric organisations in the context of multiple government agencies. A model of change is reviewed and extended to the development of a virtual organisation model which can be applied along the customer value chain across multiple service agencies. A case study is used to demonstrate how traditional Government organisations are set up with a focus on Government agencies in Western Australia and how the concept of a virtual organisation as a value-alliance model can improve customer service. Finally, we examine how the Aboriginal Affairs Department, a Western Australian Government agency is implementing this model as a virtual organisation and the implications of this model for the management of change in a developing e-community.