e-governance and citizen information - Universitat Oberta de ...

E-governance and Citizen Information 90 Structure and Organisationbeen identified. Regarding face-to-face contact we observe how although there aremore or less developed plans for reform, it still remains a highly compartmentalised organisation.The Internet is found, for the time being, in an intermediate state with respect tocommunication with citizens through the existing websites. We have seen how a certain levelof compartmentalisation persists, although the shift towards integration has been substantialwith respect to the demarcation of common style and organisation criteria, such as the adoptionof corporate tools that should help with tasks and the interoperability of the back offices.Lastly, the telephone channel – despite some exceptions – represents an example of generalintegration as a corporate channel of communication.It is important to highlight one final element with reference to the processes of integrationbetween the channels themselves. Certainly, the clearest indicator concerning the growingintegration in this direction is the verification that, in fact, for all the channels, the Internetand Gencat Internal tools (for instance the SAC and the information-giver portal or the corporatesearch engine) are their principal information source. Thus, true integration of thechannels is only currently possible thanks to the ICT and an information systems designbased on the three methods of Citizen Information: in order to obtain information, both thetelephone operator and the worker in the registry office use a computer. It is precisely thisemphasis on information systems that characterises the current stage of the electronic Administration.http://www.uoc.edu/in3/pic