European Interoperability Framework for European Public Services (2010). In the annex of the report, they define interoperability as "(...) the ability of disparate and diverse organisations to interact towards mutually beneficial and agreed common goals, involving the sharing of information and knowledge between the organisations, through the business processes they support, by means of the exchange of data between their respective ICT systems."
Further ahead in the report, a reference to paper and face-to-face in the multichannel mix, caught my attention: "Inclusion and accessibility usually involve multichannel delivery. Traditional paper-based or face-to-face service delivery may need to co-exist with electronic delivery, giving citizens a choice of access."
Further ahead in the report, a reference to paper and face-to-face in the multichannel mix, caught my attention: "Inclusion and accessibility usually involve multichannel delivery. Traditional paper-based or face-to-face service delivery may need to co-exist with electronic delivery, giving citizens a choice of access."
