As web access becomes faster and more available, enterprises are offering innovative, customer-service solutions via the Internet. These solutions are often referred to as web self-service. They allow customers to access specific information and perform routine tasks without requiring any interaction with a representative of the enterprise.
Social Enterprise Management (SEM) agencies are particularly interested in these developments. Agencies face a unique challenge in communicating with, and providing many complex benefits and services to, a large number of citizens who have had no previous interaction with the agency. This can affect the relationship between the agency and the citizens who want to avail of their services.