One-stop shopping for government services: strengths and weaknesses of the Service Tasmania experience

Blackburn, Greg (2015) One-stop shopping for government services: strengths and weaknesses of the Service Tasmania experience. International Journal of Public Administration, 1-11. doi:10.1080/01900692.2015.1015555


Author Blackburn, Greg
Title One-stop shopping for government services: strengths and weaknesses of the Service Tasmania experience
Journal name International Journal of Public Administration   Check publisher's open access policy
ISSN 1532-4265
0190-0692
Publication date 2015-11-07
Sub-type Article (original research)
DOI 10.1080/01900692.2015.1015555
Open Access Status Not Open Access
Start page 1
End page 11
Total pages 11
Place of publication New York, NY, United States
Publisher Taylor and Francis
Collection year 2016
Language eng
Abstract Government service delivery in Tasmania has undergone a customer-orientated shift, changing the nature of the relationship between the Government and the community. A Tasmanian State Government initiative named Service Tasmania utilizing information technologies and private sector style business administration values offers new possibilities in service delivery through its integrated whole-of-government approach. This initiative facilitates cross-agency customer-centered service delivery within the overall government framework. This article introduces an empirically based qualitative investigation into the implementation of Service Tasmania’s One-Stop-Shops. Particular interest is placed on identifying the strengths and weaknesses of implementing the Service Tasmania service delivery model. Data were analyzed by using a grounded theory approach comprising open, axial, and selective coding. Findings indicate that whilst some weaknesses in the approach have been uncovered the numerous strengths outweigh them. Some practical implications are identified for policy-makers and practitioners engaged in service delivery reform projects.
Keyword Change management
Government service delivery
One-stop-shop
Service Tasmania
Whole-of-government
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

Document type: Journal Article
Sub-type: Article (original research)
Collections: Queensland Alliance for Agriculture and Food Innovation
Official 2016 Collection
 
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Created: Tue, 24 Nov 2015, 00:27:09 EST by System User on behalf of Qld Alliance for Agriculture and Food Innovation