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The Customer Relations Government The quality of electronic municipal services in the Netherlands

Abstract

Municipalities in the Netherlands and all other industrialised countries are expected to increase their adeptness and efficiency on the digital highway. It is expected that there will be a continual increase in the level of digital services provided by municipalities for members of the public and businesses. However, will the municipalities live up to the high expectations? For example, can they succeed in effectively providing a significant number of products and services on their websites and also providing their clients with the opportunity to place digital orders? Improvements can be made, where required, by focusing on specific success factors.

M. Wissink,Dr. A.J.G.M.van Montfort

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