Innovating the delivery of individual services within Flemish cities: inventory of ICT-driven heterogeneity

Flemish cities are setting up large scale reform trajectories to make their transactional service delivery more customer orientated, customer friendly and integrated. The implementation of new ICTs plays a key role in these innovation processes; there seems to be a great, technological deterministic, belief in the possibilities offered by for example mid office technologies. In this paper, we explore and compare such innovation trajectories within two Flemish cities. We describe the context, the object, the process and the evaluation of change. Based on this inductive analysis, we reflect upon... Mehr ...