Public organizations in Greece have been facing the challenges of electronic government since early 2000. Information and communications technology(ICT) adoption in public administration is a necessity and an unnegotiable need, taking into consideration the internationally recognized benefits. The main aim of e-government is to shape efficient and effective provision of services through the effective use of ICT. The modernization of public administrations is the key to transforming and generally improving the level of customer care (front office) as well as the level of internal administrative processes (back office). Modern technology provides improved information tools for e-services with minimum cost that facilitate transparency and lead to a democratic and effective transaction system.
In the school environment, an effective and efficient administration is closely linked with the provision and delivery of improved and interconnected services that offer its users (parents, students, educational staff, etc.) the opportunity of direct and reliable customer service, effective transactions with the school, and accessibility to available administrative information. The development and formation of interconnected and decentralized services not only almost eliminates geographical and time limitations but also enhances users’ rights in terms of access to information and participation in public administration. The execution of administrative and school transactions in real time through the Internet and interconnected services ensures a speedier flow of information, allowing for a more economical use of time and resources. Thus, ICT facilitates and enhances the efficiency, connectivity, and effectiveness of services while reinforcing users’ direct and reliable access to available information.
Information is closely linked with economic factors and has a major economic value. Technological means and tools reduce notably the cost of the delivery services and provide for instant and efficient transactions. Thus, given that there have been limited public economic resources in recent years, ICT provides the means of developing innovative platforms for administrative transactions that improve efficiency and productivity while at the same time reducing transaction costs. Beyond its reference to the process of producing quality public (and hence educational) services with less cost, it also provides an indicator of how public resources are used, particularly the extent to which the public services delivered actually meet users’ needs, at least to a certain level of satisfaction.
A Study of Customer Service Agent’s Pragmatic Identity Construction in Complaint Responses
