TY - GEN
T1 - Ideal help desk/service desk in e-government and service quality
T2 - 11th International Conference on Information and Communication Technology and System, ICTS 2017
AU - Suryotrisongko, Hatma
AU - Mucharomah, Meli Dyah Qoiru
N1 - Publisher Copyright:
© 2017 IEEE.
PY - 2018/1/19
Y1 - 2018/1/19
N2 - Help desk and service desk are critical in this era regarding how much people need a place to ask to and consult to. People demand a transparent governance and help desk service desk is one way to fulfill that demand. But, there's ambiguity in what is the ideal help desk, because the condition in every country is different, they have their own characteristic. There are some countries that has made services for their citizens full on electronic-based, while some still retain the conventional help desk service. There are two kinds of e-government which we have known, developed countries and developing countries. And they have their own design of what help desk they should use, but some are not very effective and efficient as it was expected to be. This article discussed about what is the ideal help desk/service desk in e-government and the service quality as the indicator to know whether that help desk has been used on its maximum advantages or not.
AB - Help desk and service desk are critical in this era regarding how much people need a place to ask to and consult to. People demand a transparent governance and help desk service desk is one way to fulfill that demand. But, there's ambiguity in what is the ideal help desk, because the condition in every country is different, they have their own characteristic. There are some countries that has made services for their citizens full on electronic-based, while some still retain the conventional help desk service. There are two kinds of e-government which we have known, developed countries and developing countries. And they have their own design of what help desk they should use, but some are not very effective and efficient as it was expected to be. This article discussed about what is the ideal help desk/service desk in e-government and the service quality as the indicator to know whether that help desk has been used on its maximum advantages or not.
KW - E-Government
KW - Help Desk
KW - Service Desk
KW - Service Quality
UR - http://www.scopus.com/inward/record.url?scp=85050564389&partnerID=8YFLogxK
U2 - 10.1109/ICTS.2017.8265671
DO - 10.1109/ICTS.2017.8265671
M3 - Conference contribution
AN - SCOPUS:85050564389
T3 - Proceedings of the 11th International Conference on Information and Communication Technology and System, ICTS 2017
SP - 203
EP - 208
BT - Proceedings of the 11th International Conference on Information and Communication Technology and System, ICTS 2017
PB - Institute of Electrical and Electronics Engineers Inc.
Y2 - 31 October 2017 through 31 October 2017
ER -