Pre-conference Research or Management Workshops We invite workshop proposals on any digital government research or management topic. Individuals proposing workshops will assume the responsibility of identifying and selecting participants for the workshop and for conducting workshop activities. - Workshop 1: eRulemaking at the Crossroads, v.2.0
- Workshop 2: Multi-channel Management
- Workshop 3: Understanding Interagency Information Sharing Initiatives: Frameworks for Research about Practice
Workshop 1: eRulemaking at the Crossroads, v.2.0 Sunday May 18, 2008 - 9:00 am - 4:00 pm NEWS Overview The topic of eRulemaking has gained prominence in the Digital Government research community as well as the federal government. In 2006, a dg.o workshop examined "eRulemaking at a Crossroads". Over the past seven years, spurred by funding from the NSF's Digital Government program and other US agencies, government officials, citizens, activists, business leaders, and a wide range of scholars at Pitt , CMU , USC-ISI , and Cornell , have converged around the specific problem of building tools to manage the flow of public comments into the U.S. federal government. At the same time, the Office of Management and Budget has overseen the development of government-wide eRulemaking Initiative, now 5 years old, which created Regulations.Gov , a portal for reviewing all open rulemakings, and a Federal Docket Management System (FDMS). Meanwhile, a special committee of the American Bar Association is preparing a report on the "Status & Future of Federal e-Rulemaking". A vigorous debate still continues about the utility of mass public comment campaigns and alternate means for promoting citizen engagement. As a result, despite considerable scholarly and practitioner interest, eRulemaking is once again at the crossroads. The target audience for this workshop is a mix of government officials, as well as researchers from law, public administration, political science, computer science and other related disciplines. We anticipate presentations or system demonstrations by the individuals or groups with accepted white papers. Much of the workshop will be devoted to discussion. Call for Participation Anyone can register to attend the workshop without having to prepare a paper or presentation. All presenters at this dg.o2008 international research workshop are required to submit a 2-page white paper to the workshop organizer by April 15, 2008. White papers must adopt the ACM's 'proceedings' templates that are being used by all participants in dg.o2008. The ACM's proceedings templates are for use in Microsoft Word and LaTeX2e. Strict adherence to SIGS style is expected. The template can be downloaded at: http://www.acm.org/sigs/pubs/proceed/template.html. Organizers
Workshop 2: Multi-channel Management Sunday May 18, 2008 - Time 10:00 am - 4:00 pm Overview Since the early nineties, governmental organizations have been using a variety of customer service channels. These channels have different characteristics and are used for communication, interaction, transaction and distribution of products and/or services. Among the traditional channels, like the front desk and the telephone, citizens and enterprises have access to digital channels like websites and e-mail. Channel usage statistics indicate that citizens still prefer the more expensive personal channels (desk and telephone) to the newer cost efficient digital channels. Many governmental organizations struggle with the integration and management of these service channels. The solutions to these multichannel problems are usually developed on a pragmatic and an ad hoc basis, without having solid scientific and methodological grounds. One of the challenges that governmental organizations face, is to fulfill the basic principle of 'free channel choice', i.e. citizens have the right to choose to use the channel of their preference. This freedom of choice implies that governmental organizations should provide all services through all channels even if this is illogical. In order to effectively and efficiently deploy customer service channels, more insight on citizen behavior as well as organizational and technological solutions is required. Objective and Workshop schedule This workshop aims at discussing elements of multi-channel approaches, providing an overview of the state-of-the-art and discussing deficiencies and further research need. In particular, the workshop will addresses multi-channels from a customer point of view, provide an overview of multi-channel coordination and channel synchronization and multichannel strategies. Organizations can pursue a variety of multichannel strategies given their customers, scarce resources and ambitions. Channel synchronization is required as citizens expect the same information across different channels, given their freedom of channel choice. Channel synchronization is not only a technical but also an organizational problem. Multichannel customer management is necessary to entice citizens to the most effective and cost efficient channel. This requires a deep understanding of citizen's behavior with respect to channel choice, usage and preference. The workshop will have a number of presentations of 45 minutes with discussion following. Topics will include "Understanding Customers", "Multi-channel Coordination and Synchronization", "Multi-channel Strategies", and Multi-channel Management - What can we learn from the field?". Workshop Leaders - Marije Teerling, Telematica Instituut, P.O. Box 589, 7500 AN ENSCHEDE, The Netherlands, Phone: +31 (0)53 - 485 04 80, Fax: +31 (0)53 - 485 04 00,
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- Willem Pieterson, Twente University, the Netherlands
- Marijn Janssen, Delft University of Technology, the Netherlands
- Bram Klievink, Delft University of Technology, the Netherlands
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