Teaching Case - Introducing Computer-Based Remote Services in California: "Over the Counter Government"

Introducing Computer-Based Remote Services in California: "Over the Counter Government"


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  • Product Description

    New, computer-based technologies offer the prospect of new ways for government to provide services for citizens. That was the hope of the director of the data center of California's Health and Welfare Agency when, in 1991, he developed a new interactive "kiosk" that would allow citizens to transact business with the state government without going to a government office. Licenses, permits and answers to questions could be obtained through a service which director Russell Bohart believed should "go where the people are, as opposed to making everybody come to government." In introducing the new system, however, Bohart found himself under pressure from state agencies which wanted interactive technology to be located not at shopping malls and strip centers but in their own offices, as a means of replacing or supplementing employees. Bohart would have to decide which vision of his interactive kiosk was the right one and, if he stuck to his original concept, how to cope with the demands in conflict with it.

  • Other Details

    Publication Date: January 01, 1995
    HKS Case Number: 1256.0
    Case Author: Harvey Simon
    Faculty Lead: Jerry Mechling
    Pages (incl. exhibits): 12
    Setting: United States
    Language: English
    Funding Source: Ford Foundation and the Innovations in State and Local Government Program
    _year: Older than 2000
    _pages: 1-15
    _geography: US & Canada
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