Review
Open access
Aug 2026
Omni-Channel made concrete. A qualitative study to explore its building blocks
A refined definition of OCM for the public sector is proposed and a number of building blocks for OCM that can be structured in three tiers of importance are proposed to provide government agencies with a structured basis for developing and prioritising their OCM strategies.
W. Pieterson, Paula Rodriguez-Muller, Luca Tangi
· EGOV-CeDEM-ePart 2026 · 0 citations