2015/11/10 by Greg Blackburn · 1 citation
Social Sciences · #E-Government and Public Services #Public Policy and Administration Research #Nonprofit Sector and Volunteering
paper · doi:10.1080/01900692.2015.1015555
openalex publication_date 2015/11/10 · openalex created_date 2025/10/10 · openalex updated_date 2026/07/29
Government service delivery in Tasmania has undergone a customer-orientated shift, changing the nature of the relationship between the Government and the community. A Tasmanian State Government initiative named Service Tasmania utilizing information technologies and private sector style business administration values offers new possibilities in service delivery through its integrated whole-of-government approach. This initiative facilitates cross-agency customer-centered service delivery within the overall government framework. This article introduces an empirically based qualitative investigation into the implementation of Service Tasmania’s One-Stop-Shops. Particular interest is placed on identifying the strengths and weaknesses of implementing the Service Tasmania service delivery model. Data were analyzed by using a grounded theory approach comprising open, axial, and selective coding. Findings indicate that whilst some weaknesses in the approach have been uncovered the numerous strengths outweigh them. Some practical implications are identified for policy-makers and practitioners engaged in service delivery reform projects.