Self service systems in public administration can lead to a more efficient organization as well as to an improved customer orientation. The objective is to offer high-quality services and to involve the service recipient in the administrative process to a greater extent. Re-engineering public service processes is necessary to promote a shift from the supplier-dominated push principle to a demand-oriented pull principle. A self service infrastructure allows direct access to IT supported public services. The transactions between service suppliers and service recipients are based on Internet communication. A smartcard represents a powerful element to identify and authenticate the user and offers value-added functions such as data storage, data encryption or electronic payment.
Bodendorf, Freimut and Saueressig, Gabriele, "Internet Based Self Service Systems for Customer Oriented Processes in Public Administration" (2000). ECIS 2000 Proceedings. 170.