Contracts, multimedia networks and the human interface: Enhancing public and commercial services through small common ServiceShops☆

Abstract IT-based service networks with small “ServiceShops” as local outlets, run by local government, will soon give access to a wide range of public and commercial services, regardless of where these are produced. A reference model for the first pilot projects launched in Germany is presented. It appears from this model that critical success factors are the framing and administering of contracts with service providers, ergonomical aspects of information systems and multimedia links, as well as the development of new qualifications for local staff.