Article Forced Migration Review

Together with Miguel Peromingo, Dr. Willem Pieterson published an article in the journal “Forced Migration Review”. The article discusses the importance of digital skills in the context of migration.

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Seminar on Work 4.0

Willem Pieterson was the invited expert to attend a seminar on Work 4.0 to discuss how labour markets will change in the future due to techological and societal developments.

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Project: Being Digitally Strategic

Willem Pieterson was invited to be the independent expert to be part of the digitalization strand of the PES Network’s 2018 work programme. In this project we explore the digital strategies of Public Employment Services (PES).

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Article Government Information Quarterly

The goal of this paper is to provide insight into the similarities, differences, and interdependencies of source and channel choices by businesses contacting government. Our data indicate key differences for the impact of prior experiences, relationship characteristics and social influences. Moreover, differences exist not only between sources and channels in general but also between various types of channel choices and various types of source choices, which seems to divert from existing theories.

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Paper eGov2017 Conference

In this contribution we discuss the characteristics of a new generation of public sector service channels: social robots. We argue that social robots is not one homogenous type of channels, but rather breaks down in different (sub)types of channels, each with different characteristics and possibilities to supplement and/or replace existing channels. Given the variety of channels, we foresee challenges in incorporating these new channels in multi-channel models of service delivery.

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Article Government Information Quarterly

In this article we explore how citizens channel service channels when interacting with government. Our findings show that citizens sometimes choose channels rationally and sometimes irrationally. The task at hand, personal characteristics, and situation trigger which factors are most important. As a consequence, models focused on channel strategies should focus less on rational ‘matching’ and more on situational factors.

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Project: From Blending to Omni-Channeling

Willem Pieterson was the independent expert asked by the European Commission and ICF International to review and help improve multi-channel management strategies. In the project we explore phases in channel management and focus on Omni-Channeling

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Book Chapter: The World of Public Employment Services

This contribution discusses strategies followed by public employment services (PES) in using channels, then turns to examining the regional differences in strategies. Finally, the chapter focuses on new developments, innovations, and opportunities.

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Why the focus on ‘e’ in eGovernment could hurt service delivery

Many governments have developed specific ‘egovernment’ or ‘digital government’ action plans or programs. While it is good that governments focus on digitalisation and the ‘electronic’ aspects of service deliver, it creates the risk that governments neglect traditional models or parts of government that are less focused on the ‘digital’ but still important. In this piece we discuss this further.

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