Purpose

By increasing the digitalization of commercial services citizens' expect more from public services. First of all, this study will strive to identify which problems citizens encounter when they use a complex public service: preparation of an application for a building permit. In the light of the popularity of omnichannel approaches, the study then explores how omni-channel could help to address the problems which have been identified.

Design/methodology/approach

We implement the first phases of an action design science research project. We collect data both from citizens and public agencies and frame them as transparency problems. These abstract problems are then addressed by an omnichannel service provision as an abstract solution. The abstract solution is then instantiated in a design in the form of a user scenario developed in collaboration with current and future public officials.

Findings

The analysis uncovers multiple transparency issues: it distinguishes between process, case, language, cross-channel and cost transparency. One root cause of the transparency issues observed is the lack of service transparency which defines the purpose and scope of a ser-vice. We therefore recommend defining a service-strategy before informational and technical aspects of an omnichannel approach can be implemented. Following this strategy, omnichannel offers public administrations unique opportunities to excel in citizens' service provision.

Originality/value

The study provides insights into how citizens view complex public services. For researchers, this study offers the conceptualization as transparency issues. Practitioners from the public administrations can also benefit from the concept and vision of omnichannel public services.

中文翻译：

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公民的经验以及全渠道可以提供的帮助-从建筑许可案例中获得的见解

目的

通过增加商业服务的数字化，公民对公共服务的期望更高。首先，这项研究将努力确定公民在使用复杂的公共服务时遇到哪些问题：准备建筑许可证的申请。鉴于全渠道方法的流行，该研究随后探讨了全渠道如何帮助解决已发现的问题。

设计/方法/方法

我们实施了动作设计科学研究项目的第一阶段。我们从公民和公共机构收集数据，并将其视为透明度问题。然后，通过全渠道服务提供作为抽象解决方案来解决这些抽象问题。然后，以与当前和将来的公职人员合作开发的用户场景的形式在设计中实例化抽象解决方案。

发现

该分析发现了多个透明度问题：区分了流程，案例，语言，跨渠道和成本透明度。观察到的透明性问题的一个根本原因是缺乏服务透明性，而透明性定义了服务的目的和范围。因此，我们建议在实施全渠道方法的信息和技术方面之前定义服务策略。遵循这一策略，全渠道为公共行政管理提供了独特的机会，以出色地提供公民服务。

创意/价值

该研究为公民如何看待复杂的公共服务提供了见解。对于研究人员而言，本研究将概念化视为透明性问题。公共行政从业人员也可以从全渠道公共服务的概念和愿景中受益。