Otmar Adam Dirk Werth Fabrice Zangl Conceiving and Implementing Pan-european Integrated Public Services. 135-138 http://springerlink.metapress.com/openurl.asp?genre=article&issn=0302-9743&volume=2739&spage=135 2003 conf/egov/2003 EGOV db/conf/egov/egov2003.html#AdamWZ03