author = "Pedro Alves and Andr{\'e} Vasconcelos and Alberto Rodrigues da Silva",
   title = "Arquitecturas de Sistemas de Informa{\c c}{\~a}o de Refer{\^e}ncia para Atendimento Multicanal na Administra{\c c}{\~a}o {P}{\'u}blica",
   booktitle = "Confer{\^e}ncia da Associa{\c c}{\~a}o Portuguesa de Sistemas de Informa{\c c}{\~a}o (CAPSI-2011)",
   year = 2011,
   month = oct,
   BibTexOrigem = "8044 www.Inesc-ID.pt 2019-07-21"

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