{"id":"https://openalex.org/W2618997517","doi":"https://doi.org/10.1145/3047273.3047388","title":"Research Gaps on Public Service Delivery","display_name":"Research Gaps on Public Service Delivery","publication_year":2017,"publication_date":"2017-03-07","ids":{"openalex":"https://openalex.org/W2618997517","doi":"https://doi.org/10.1145/3047273.3047388","mag":"2618997517"},"language":"en","primary_location":{"id":"doi:10.1145/3047273.3047388","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3047273.3047388","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 10th International Conference on Theory and Practice of Electronic Governance","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"http://hdl.handle.net/1822/54286","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5017880374","display_name":"Nuno Vasco Lopes","orcid":"https://orcid.org/0000-0003-0169-0616"},"institutions":[{"id":"https://openalex.org/I99682543","display_name":"University of Minho","ror":"https://ror.org/037wpkx04","country_code":"PT","type":"education","lineage":["https://openalex.org/I99682543"]}],"countries":["PT"],"is_corresponding":true,"raw_author_name":"Nuno Vasco Lopes","raw_affiliation_strings":["UNU-EGOV and University of Minho, Guimar\u00e3es, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"UNU-EGOV and University of Minho, Guimar\u00e3es, Portugal","institution_ids":["https://openalex.org/I99682543"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5041394591","display_name":"Delfina Soares","orcid":"https://orcid.org/0000-0002-2835-4789"},"institutions":[{"id":"https://openalex.org/I99682543","display_name":"University of Minho","ror":"https://ror.org/037wpkx04","country_code":"PT","type":"education","lineage":["https://openalex.org/I99682543"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Delfina S\u00e1 Soares","raw_affiliation_strings":["UNU-EGOV and University of Minho, Guimar\u00e3es, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"UNU-EGOV and University of Minho, Guimar\u00e3es, Portugal","institution_ids":["https://openalex.org/I99682543"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5020831234","display_name":"Morten Meyerhoff Nielsen","orcid":"https://orcid.org/0000-0002-2702-3179"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Morten Meyerhoff Nielsen","raw_affiliation_strings":["UNU-EGOV and Tallinn University of Technology, Guimar\u00e3es, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"UNU-EGOV and Tallinn University of Technology, Guimar\u00e3es, Portugal","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5071430037","display_name":"Ant\u00f3nio F. Tavares","orcid":"https://orcid.org/0000-0003-4888-5285"},"institutions":[{"id":"https://openalex.org/I99682543","display_name":"University of Minho","ror":"https://ror.org/037wpkx04","country_code":"PT","type":"education","lineage":["https://openalex.org/I99682543"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Ant\u00f3nio Tavares","raw_affiliation_strings":["UNU-EGOV and University of Minho, Guimar\u00e3es, Portugal"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"UNU-EGOV and University of Minho, Guimar\u00e3es, Portugal","institution_ids":["https://openalex.org/I99682543"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5017880374"],"corresponding_institution_ids":["https://openalex.org/I99682543"],"apc_list":null,"apc_paid":null,"fwci":5.0934,"has_fulltext":false,"cited_by_count":13,"citation_normalized_percentile":{"value":0.95629522,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":90,"max":97},"biblio":{"volume":null,"issue":null,"first_page":"465","last_page":"474"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10953","display_name":"E-Government and Public Services","score":0.9984999895095825,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11719","display_name":"Data Quality and Management","score":0.9866999983787537,"subfield":{"id":"https://openalex.org/subfields/1803","display_name":"Management Science and Operations Research"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11479","display_name":"Smart Cities and Technologies","score":0.972599983215332,"subfield":{"id":"https://openalex.org/subfields/2214","display_name":"Media Technology"},"field":{"id":"https://openalex.org/fields/22","display_name":"Engineering"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-delivery-framework","display_name":"Service delivery framework","score":0.7762002944946289},{"id":"https://openalex.org/keywords/context","display_name":"Context (archaeology)","score":0.6316841840744019},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.5628092288970947},{"id":"https://openalex.org/keywords/conceptual-framework","display_name":"Conceptual framework","score":0.5317591428756714},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5166273713111877},{"id":"https://openalex.org/keywords/public-service","display_name":"Public service","score":0.4666953384876251},{"id":"https://openalex.org/keywords/knowledge-management","display_name":"Knowledge management","score":0.44841375946998596},{"id":"https://openalex.org/keywords/service-design","display_name":"Service design","score":0.4299386143684387},{"id":"https://openalex.org/keywords/process-management","display_name":"Process management","score":0.3741294741630554},{"id":"https://openalex.org/keywords/public-relations","display_name":"Public relations","score":0.29752957820892334},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.28288114070892334},{"id":"https://openalex.org/keywords/sociology","display_name":"Sociology","score":0.20641735196113586},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.18897148966789246},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.1115485429763794},{"id":"https://openalex.org/keywords/geography","display_name":"Geography","score":0.08386349678039551}],"concepts":[{"id":"https://openalex.org/C68595000","wikidata":"https://www.wikidata.org/wiki/Q2274177","display_name":"Service delivery framework","level":3,"score":0.7762002944946289},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6316841840744019},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5628092288970947},{"id":"https://openalex.org/C14224292","wikidata":"https://www.wikidata.org/wiki/Q13600188","display_name":"Conceptual framework","level":2,"score":0.5317591428756714},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5166273713111877},{"id":"https://openalex.org/C2780110086","wikidata":"https://www.wikidata.org/wiki/Q161837","display_name":"Public service","level":2,"score":0.4666953384876251},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.44841375946998596},{"id":"https://openalex.org/C61063171","wikidata":"https://www.wikidata.org/wiki/Q532781","display_name":"Service design","level":4,"score":0.4299386143684387},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3741294741630554},{"id":"https://openalex.org/C39549134","wikidata":"https://www.wikidata.org/wiki/Q133080","display_name":"Public relations","level":1,"score":0.29752957820892334},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.28288114070892334},{"id":"https://openalex.org/C144024400","wikidata":"https://www.wikidata.org/wiki/Q21201","display_name":"Sociology","level":0,"score":0.20641735196113586},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.18897148966789246},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.1115485429763794},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.08386349678039551},{"id":"https://openalex.org/C36289849","wikidata":"https://www.wikidata.org/wiki/Q34749","display_name":"Social science","level":1,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"doi:10.1145/3047273.3047388","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3047273.3047388","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 10th International Conference on Theory and Practice of Electronic Governance","raw_type":"proceedings-article"},{"id":"pmh:oai:collections.unu.edu:UNU:6201","is_oa":false,"landing_page_url":"http://collections.unu.edu/view/UNU:6201","pdf_url":null,"source":{"id":"https://openalex.org/S4306401912","display_name":"UNU Collections (United Nations University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I4210148429","host_organization_name":"United Nations University","host_organization_lineage":["https://openalex.org/I4210148429"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":""},{"id":"pmh:oai:repositorium.sdum.uminho.pt:1822/54286","is_oa":true,"landing_page_url":"http://hdl.handle.net/1822/54286","pdf_url":null,"source":{"id":"https://openalex.org/S4306401240","display_name":"Reposit\u00f3riUM (Universidade do Minho)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I99682543","host_organization_name":"University of Minho","host_organization_lineage":["https://openalex.org/I99682543"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"conference paper"},{"id":"pmh:oai:repositorium.uminho.pt:1822/54286","is_oa":true,"landing_page_url":"https://hdl.handle.net/1822/54286","pdf_url":null,"source":{"id":"https://openalex.org/S4306402433","display_name":"Portuguese National Funding Agency for Science, Research and Technology (RCAAP Project by FCT)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"conference paper"}],"best_oa_location":{"id":"pmh:oai:repositorium.sdum.uminho.pt:1822/54286","is_oa":true,"landing_page_url":"http://hdl.handle.net/1822/54286","pdf_url":null,"source":{"id":"https://openalex.org/S4306401240","display_name":"Reposit\u00f3riUM (Universidade do Minho)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I99682543","host_organization_name":"University of Minho","host_organization_lineage":["https://openalex.org/I99682543"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"conference paper"},"sustainable_development_goals":[{"display_name":"Partnerships for the goals","id":"https://metadata.un.org/sdg/17","score":0.47999998927116394}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":23,"referenced_works":["https://openalex.org/W1495547089","https://openalex.org/W1552602374","https://openalex.org/W1733478033","https://openalex.org/W1964729842","https://openalex.org/W1973231764","https://openalex.org/W2048237383","https://openalex.org/W2107986666","https://openalex.org/W2141951329","https://openalex.org/W2154164609","https://openalex.org/W2219836174","https://openalex.org/W2288535660","https://openalex.org/W2410214590","https://openalex.org/W2412247133","https://openalex.org/W2483681733","https://openalex.org/W2485505349","https://openalex.org/W2495164841","https://openalex.org/W2563098044","https://openalex.org/W2582377764","https://openalex.org/W4244201123","https://openalex.org/W4247617853","https://openalex.org/W4249501533","https://openalex.org/W4285719527","https://openalex.org/W4400152925"],"related_works":["https://openalex.org/W2307997317","https://openalex.org/W1999320561","https://openalex.org/W2081331133","https://openalex.org/W4293161710","https://openalex.org/W1894472692","https://openalex.org/W1588460436","https://openalex.org/W2090308035","https://openalex.org/W4294250915","https://openalex.org/W1581866805","https://openalex.org/W3128088415"],"abstract_inverted_index":{"This":[0],"paper":[1,30],"follows":[2],"the":[3,22,26,32,59],"research":[4,17,33],"framework":[5,54],"for":[6,35],"context-specific":[7],"public":[8,38,65],"service":[9,39,66],"delivery":[10,40],"presented":[11,50],"at":[12,21],"ICEGOV":[13],"2016":[14],"[1].":[15],"The":[16,29,45],"has":[18],"been":[19],"conducted":[20],"UNU-EGOV":[23],"unit":[24],"during":[25],"last":[27],"year.":[28],"presents":[31],"landscape":[34],"ICT":[36],"enabled":[37],"scientific":[41],"and":[42,49,62],"policy":[43],"literature.":[44],"findings":[46],"are":[47],"analyzed":[48],"in":[51],"a":[52],"conceptual":[53],"allowing":[55],"us":[56],"to":[57],"identify":[58],"core":[60],"dimensions":[61],"sub-dimensions":[63],"of":[64],"delivery.":[67]},"counts_by_year":[{"year":2023,"cited_by_count":2},{"year":2022,"cited_by_count":3},{"year":2021,"cited_by_count":4},{"year":2020,"cited_by_count":2},{"year":2019,"cited_by_count":1},{"year":2018,"cited_by_count":1}],"updated_date":"2026-05-07T13:39:58.223016","created_date":"2025-10-10T00:00:00"}