Leveraging Social Media within Integrated Service Delivery of Personalized Public Services towards Proactive E-government

Bogdanoska, Jovanovska, Mimoza and Denkova, Jadranka and Grueski, Dragan and Petrevska Nechkoska, Renata and Blazheska-Tabakovska, Natasha (2023) Leveraging Social Media within Integrated Service Delivery of Personalized Public Services towards Proactive E-government. 13th International Conference on Applied Internet and Information Technologies AIIT 2023 Proceedings, 13 (13). pp. 50-57. ISSN ISBN: 978-608-5003-03-7

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Abstract

Governments all over the world have had to continually come up with new strategies to advance and build e-government as a result of the incorporation of the newly developed digital technologies.
As the front office is directly tied to communication, there is an ongoing push for new ways to communicate during the process of public services delivery. Social media platforms, as the most common phenomenon that technology has to offer to humanity, have shown to be effective tools for communication exchange. Social media are recognized as “window of opportunity” and crucial component of integrated service delivery for e-government development. This article focuses on personalized public services as the highest level of sophistication that some public services can acquire in the context of e-government projects aimed at becoming smart government. The paper's research technique is a case study of a current situation in the Republic of North Macedonia. The motivation for the proposed solution comes from the most recent published research on nations with comparable levels of e-government development. The purpose of this study is to point researchers and IT professionals in the direction of incorporating social media into the service delivery process
for public services that can achieve a level of personalisation.
Keywords:
social media, integrated service delivery (ISD), proactive public services,

Item Type:	Article
Subjects:	Natural sciences > Computer and information sciences
Divisions:	Faculty of Computer Science
Depositing User:	Jadranka Denkova
Date Deposited:	18 Jan 2024 08:42
Last Modified:	18 Jan 2024 08:42
URI:	https://eprints.ugd.edu.mk/id/eprint/33194

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