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Universal and contextualized public services: Digital public service innovation framework
Abstract
In view of the rising social and economic inequalities, public service delivery should be both universal, i.e. independent of the recipients' social or economic status, and contextualized, i.e. able to compensate for different local needs and conditions. Reconciling both properties requires various forms of innovations, chief among them innovations in digital public services. Building upon the four-stage model underpinning the United Nations e-Government Survey, the paper puts forward a framework for developing such innovations, and populates it with transparent, participatory, anticipatory, personalized, co-created, context-aware and context-smart services (including real-life examples) as initial set of innovations. The paper also outlines new technical, organizational and policy-related government capabilities required to engage in digital public service innovations.
... The applications of Information and Communication Technologies (ICT) and other digital concepts have transformed the delivery of public services (Anthopoulos et al., 2007;Bertot et al., 2016;Lynn et al., 2022). Because citizens continually demand greater openness, efficiency, and responsiveness from public organizations (Lynn et al., 2022;Twizeyimana and Andersson, 2019), governments are expected by their citizens to look for new opportunities and ideas that will result in new innovations in the provision of better, faster, sustainable, and more efficient digital public services (Bertot et al., 2016;Choi et al., 2022;Osborne et al., 2015). ...
... The applications of Information and Communication Technologies (ICT) and other digital concepts have transformed the delivery of public services (Anthopoulos et al., 2007;Bertot et al., 2016;Lynn et al., 2022). Because citizens continually demand greater openness, efficiency, and responsiveness from public organizations (Lynn et al., 2022;Twizeyimana and Andersson, 2019), governments are expected by their citizens to look for new opportunities and ideas that will result in new innovations in the provision of better, faster, sustainable, and more efficient digital public services (Bertot et al., 2016;Choi et al., 2022;Osborne et al., 2015). The current strategies and plans for initiatives are driven by new technologies such as Artificial Intelligence (AI), Internet of Things (IoT), blockchain, smart cities, 5G, Virtual Reality (VR), Augmented Reality (AR), robotics, and 3D printing (United Nations, 2022). ...
... According to Jung and Jeon (2022), the research on the metaverse has evolved through the years from the conceptual approach to the ecosystem approach that requires considering different requirements, components, and their relationships. Bertot et al. (2016) highlight the need for novel government skills to offer innovative digital public services. In the context of metaverse services, these issues were explored by Dionisio et al. (2013) as an architectural direction for a scalable metaverse. ...
Digital government comprises all means to enable governments to interact with their constituents digitally. The metaverse provides a virtual reality environment where various activities can be carried out without physically visiting the places of interest, including the public authorities. Yet, how governments can use the metaverse is unknown. This paper aims to extend the understanding of the metaverse architecture requirements and their suitability for digital public services provision. We used the systematic literature review, experts' assessment using the Delphi method, and quantitative analysis to attain this goal. Our research contributes to the literature by eliciting the structure and composition of the functional and non-functional requirements. The contributions include (1) identification and classification of 50 functional and 16 non-functional metaverse-related architecture requirements, (2) determination and relevancy of 15 most important functional and 6 non-functional requirements for digital public services provision, and (3) suitability assessment of the 21 services recommended for provision in the EU's metaverse platform with the highest potential to attract users. These findings show that governments pose unique requirements on the metaverse. Not all types of services are suitable for providing in the metaverse. Those focused on empowering citizens and helping them to develop are most important.
... However, most of the potential effects of AI (whether positive or negative) have yet to be confirmed and assessed on an empirical basis (Kuziemski & Misuraca, 2020;Anneke Zuiderwijk, Chen, & Salem, 2021). This is due to the various barriers public organisations face in innovation, which include several factors coming from the environment, organisational context, innovation-level as well as individual related factors (de Vries, Tummers, & Bekkers, 2018), to an extent unique to the public sector context compared to the private sector (Bertot, Estevez, & Janowski, 2016). Some note that applying AI in the public sector may not be as distinct from the private sector, such as argued by some CIOs (Criado & Ode Zarate-Alcarazo, 2022), and the challenges in obtaining value from AI innovations in private sector organisations are similar (Mikalef & Gupta, 2021;Shollo, Hopf, Thiess, & Müller, 2022). ...
... Such availability of data-related resources often requires the presence of a developed technical infrastructure internal to the organisation (Desouza, Dawson, & Chenok, 2020), with enough connectivity, bandwidth, processing power, and database technologies, among others (Bertot et al., 2016;Janssen et al., 2017;Mikalef & Gupta, 2021). Moreover, the infrastructure should be flexible and capable of handling and processing high volumes of data, which may require a dedicated infrastructure for the use of AI (Bertot et al., 2016;Janssen et al., 2017). ...
... Such availability of data-related resources often requires the presence of a developed technical infrastructure internal to the organisation (Desouza, Dawson, & Chenok, 2020), with enough connectivity, bandwidth, processing power, and database technologies, among others (Bertot et al., 2016;Janssen et al., 2017;Mikalef & Gupta, 2021). Moreover, the infrastructure should be flexible and capable of handling and processing high volumes of data, which may require a dedicated infrastructure for the use of AI (Bertot et al., 2016;Janssen et al., 2017). This need widens the possibilities for a public administration to develop and use AI. ...
... Yet, due to the uncertainty of innovation, the focus often persists on efficiency (March, 1991). To address different social needs and cost-effective pressure and ensure the equal provision of public services, innovations are vital for public service delivery (Bertot et al., 2016;Nowacki and Monk, 2020). Although governments worldwide recognize the importance of public sector innovativeness and aim to legitimize it (OECD, 2019a), the demand for stable operation and risk aversiveness often favors the status quo in public sector organizations (Magnusson et al., 2020;OECD, 2019b). ...
... Public service organizations provide digital services of value for citizens and other stakeholders (Bertot et al., 2016). This value demand is why these services exist (Seddon and Brand, 2008). ...
... These generative digital platforms (Lyytinen et al., 2017) further enable novel embeddings and affordances to create combinatory value (Baiyere et al., 2023). Hence, digital innovations are open-ended by nature (Baiyere et al., 2023;Bertot et al., 2016;Henfridsson et al., 2018). In turn, a framework for digital public service innovations defines transparency, participation, anticipation, personalization, co-creation, context awareness, and context smartness as innovation characteristics of digital public service provision (Bertot et al., 2016). ...
Public services often extend beyond the public sector, requiring collaboration and interaction between public and private actors. Initiating digital service innovations in collaboration is challenging, especially in large-scale public service ecosystems. While individual service providers may have clashing interests, balancing incremental improvements and radical changes (i.e., pursuing ambidextrous development) requires collective efforts. We report a case of a digital service ecosystem related to the bureaucracy of a person's death in Finland. We focused on the pursuit of collective ambidexterity, which requires collaborative development among various actors. The suggested contributions are summarized as four propositions to facilitate collective ambidexterity in service ecosystems: 1) adoption of multiple collaboration modes pursuing both efficiency gains and innovation outcomes, 2) parallel foci of top-down and bottom-up ambidextrous balancing, 3) governance of collaboration and (dis)benefits management both intra-and inter-organizationally, and 4) focus on citizen life-events to facilitate development across organizational silos and innovation beyond sub-optimization.
... Jansen and Ølnes (2016) conduct a rigorous review of the literature and present a framework for categorizing the types of digital public services by differentiating the types of interactions between client and public organization that are mediated by such services. Bertot, Estevez, and Janowski (2016) discuss the nature of digital public services and separate standard and innovative services, where innovative services are, for instance, participatory, anticipatory, co-created, and personalized services. Scholars also investigate how digital public services can be characterized along dimensions like the type of service, level of maturity, type of users, and delivery channel (Cledou et al., 2018). ...
... While the incorporation of proactivity into public services may have many benefits, it can also be challenging and can have downsides. To identify potentially eligible clients and make recommendations to them, public organizations must be able to integrate their databases and analyze large sets of data (Bertot et al., 2016;Linders et al., 2018), which clients might perceive as problematic for privacy reasons Murataj & Schulte, 2022). Proactivity might also require changes in legal regulations (Sirendi & Taveter, 2016) or be perceived as dictatorial if clients receive a public service they did not ask for (Scholta et al., 2019;Scholta et al., 2022). ...
... In contrast to other frameworks, this framework covers all three components of the term digital public service-digital, public, and service-and is widely adopted as a conceptual foundation for numerous articles on digital government and digital public services. Other scholars also contribute to discussing and defining digital public services (e.g., Bertot et al., 2016;Cledou et al., 2018;Jansen & Ølnes, 2016), so several studies characterize them along various dimensions and types, but none that we know of but Lindgren and Jansson (2013) deals with the core concept and defines what is meant by digital public service. However, we recognize that Lindgren and Jansson's (2013) framework is insufficient when it comes to the specifics of proactivity in digital public services. ...
Public organizations are looking for new ways to use digital technologies to increase the efficiency of their internal processes and improve their interactions with clients, whether citizens or businesses. In response, scholars suggest that public organizations be proactive in digital public services such that the organizations approach their clients, rather than the other way around. In the most extreme form of proactivity, clients do not have to do anything to receive a public service. Although various examples of proactive public services are in use, how proactivity changes the conceptual understanding of digital public services remains unclear. Therefore, we derive the changes that proactivity causes in a conceptualization of digital public service by means of a conceptual analysis through the lens of a seminal theoretical work on proactivity. The results indicate that proactivity can ensure equal accessibility to a subset of public services, rely on more comprehensive integration of IT systems on the back end, and change how value is co-created in the service process. We formulate the changes as propositions that future work can investigate empirically and discuss proactive digital public services as a way to reduce clients’ administrative burden. We contribute to theory by clarifying the conceptual changes in digital public services that proactivity invokes and call for joint research by scholars of public administration, information systems, and service management to relate the research streams of administrative burden and proactive digital public service.
... Urban e-services, livability of city, and the settlement intention of new-generation highly educated migrants E-services have requirements and characteristics of globality, strategic importance, public nature, hierarchy, ubiquity, and precision [49][50][51][52]. With the gradual expansion of national governance in China, encompassing both physical and digital realms and forming aggregated social networks, e-services place emphasis on "intelligent office, " "intelligent regulation, " "intelligent services, " and "intelligent decision-making" [53][54][55]. ...
... The impact of e-services on the level of regional innovation is mainly reflected in the following two aspects. On one hand, the implementation of e-services imposes higher demands on infrastructure, promoting technological upgrades and structural adjustments, and ultimately advancing the level of regional innovation directly [50,54]. On the other hand, e-services can enhance technology management capabilities and optimize operational environments, thereby improving public service capabilities, optimizing service decision-making, and promoting resource sharing [52,70]. ...
Background
Talent is a crucial resource for economic and social development, serving as the driving force behind urban progress. As China experiences rapid growth in digital city construction, the capability of e-services continues to improve incessantly. In China, the new-generation highly educated migrants (NGHEMs) account for ~ 20–30% of the total floating populations. This study aimed to explore the settlement intention of new-generation highly educated migrations in China from the new perspective of urban e-service capabilities. Furthermore, the mechanism of the urban e-services on the settlement intention on the NGHEMs will be proved.
Methods
This paper employed data of China Migrants Dynamic Survey in 2017 and Evaluation Report of Government E-service Capability Index (2017). Descriptive analyses were conducted to investigate the factors influencing the settlement intention of NGHEMs in the destination city. Based on the principle of utility maximization, LASSO regression was employed to select individual and city characteristics that determined the settlement intention of NGHEMs. The impact of urban e-services on settlement intention was analyzed by using ordinal logit model. Additionally, robustness check, endogeneity analysis, and heterogeneity analysis were performed to validate the benchmark regression results. Finally, mediation model was employed to examine whether urban e-services enhance the settlement intention of NGHEMs by improving urban livability and urban innovation.
Results
The results indicate that the urban e-services promote the NGHEMs’ settlement intention in the destination cities. Moreover, the results are still robust through a series of robustness tests. Furthermore, from the perspective of individual and regional heterogeneity, urban e-services significantly enhances the settlement intention of NGHEMs with male and female, married and urban household registration, and urban e-services can promote the settlement intention of NGHEMs with over 3 million inhabitants and those in the eastern regions of China. Finally, the intermediary effect test shows that urban e-services promote the settlement intention of NGHEMs through urban livability and urban innovation.
Conclusion
This study highlights the important impact of urban e-services on the settlement intention of new-generation highly educated migrants. The conclusions of this study provide suggestions for the government to use when designing policies to enhance the settlement intention of the NGHEMs and to improve the development of urban e-services.
... The academic literature has found positive impacts of technology on reducing waste from bureaucratic inefficiency and transaction costs (Bandiera, Prat, and Valleti 2009;Coviello and Mariniello 2014;Goldfarb and Tucker 2019), and of electronic contracting on quality improvements of public services (Lewis-Faupel et al. 2016). The use of technology has recently been found to improve government capacity (Bossuroy, Delavallade, and Pons 2019;Callen et al. 2020;Muralidharan, Niehaus, and Sukhtankar 2020) and public service provision (Ayachi et al. 2016;Bertot, Estevez, and Janowski 2016;Linders, Liao, and Wang 2018;Sirendi and Taveter 2016). In line with these findings, the IDB Group has promoted digital government reforms, such as the adoption of electronic invoicing, with the aim of increasing efficiency in public processes and improving the provision of government services. ...
... The evidence generated at the IDB Group contributes to and aligns with the literature that shows that new technologies in the public sector, particularly digital government, can reduce transaction costs, improve efficiency (Goldfarb and Tucker 2019), and expand public service uptake. These results also complement a recent wave of studies that support the reduction of the knowledge gap on the use of technology in developing countries to improve government capacity (Bossuroy, Delavallade, and Pons 2019;Callen et al. 2020;Sukhtankar 2016, 2020) and the delivery of public services (Ayachi et al. 2016;Bertot, Estevez, and Janowski 2016;Linders, Liao, and Wang 2018;Sirendi and Taveter 2016). ...
This publication is one of a series of five monographs produced by the Inter-American Development Bank to take stock of the lessons learned from impact evaluations of investments supported by the IDB Group for over a decade across a wide range of economic and social development sectors. In light of increasing demand in recent years for higher-quality public services in Latin America and the Caribbean, this monograph examines programs and policies that can help governments improve how they fund and provide these services to their people. Specifically, it reviews the evidence on ways to improve government efficiency, public spending, taxation, and financial resilience. Key lessons on “what works” include using information and communication technology to improve government processes and reduce costs, increasing tax compliance through architectural or messaging “nudges,” and identifying innovative ways to encourage citizens to save.
... It involves leveraging digital innovations such as e-commerce, digital marketing, data analytics, and automation, to enhance efficiency, customer experiences, and overall business performance in the contemporary digital landscape. Scholars [60][61][62] define digital governance as encompassing the use of digital technologies and data-driven approaches to facilitate and improve the processes of governance via digital public services within organizations, for citizens, and for businesses. It involves the application of technology for decision-making, policy implementation, and citizen engagement, with a focus on transparency, accountability, and the efficient use of digital resources to achieve governance objectives. ...
... Scholars [60][61][62] have outlined that government digitalization enhances the delivery of digital public services for citizens and businesses, making services more accessible and efficient. This contributes to the SDGs related to quality education, healthcare access, and reducing inequality, as it can improve the access to information, healthcare services, and educational resources. ...
The inexorable march of technological advancement, particularly within the digital domain, continues to exert a profound influence on global economies, societies, and governance frameworks. This paper delves into the intricate coordination between digital business and digital governance against the backdrop of sustainable development. By introducing an index system to gauge the levels of digital business and governance, this study assesses their coupling coordination using a coupling coordination model. Through this level of coordination, this paper assesses their respective contributions to the sustainable development objectives of EU countries through panel-corrected standard error (PCSE) estimates. The paper’s findings underscore several key conclusions: (1) Notable upswings are evident in the composite indices for digital business and digital governance growth. Among these, the index of digital business has demonstrated the most pronounced surge. Furthermore, digital business has experienced a distinct upward trajectory in recent years. (2) Although observable, the rise of the coupling degree is restrained, with an overall coupling degree that remains relatively low. The coupling progression has transitioned from a stage of low-degree coupling to that of primary coupling, with EU countries demonstrating fluctuating rising trends in their coupling degrees, marked by conspicuous regional disparities. (3) Over the examined period, the extent of coordination between digital business and digital governance substantially impacts the Sustainable Development Goals (SDG) index. Focusing on the interplay and harmonization between digital business and governance offers a novel pathway toward attaining the objectives of the Sustainable Development Goals.
... Context matters in the study of digital transformation [1]. However, it should not be used as a default explanation or justification for digitally transforming the public sector of a given country. ...
... These have often been linked to the digital government stage and maturity models and have been an area of extensive research [12]- [18]. However, the underlying conceptual frameworks have been criticised for needing to be more grounded in actual government practice and contexts [1], [19]- [21]. Governance, coordination, and collaboration have been emphasised in the literature as critical elements for a successful digital transformation of any organisation or country [19,20], [22]- [29]. ...
Several factors influence the success of the public
sector’s digital transformation. Case studies are often used in
literature to study them. However, case studies usually focus on
a single country or a small sample of countries, selected by
convenience, geographical proximity, or even specified by the
funding sources. Using data from the United Nations
Department of Economic and Social Affairs, this study conducts
an empirical assessment and overview of the digital
transformation of the public sector in the American continent
over the last two decades. The aim is two-folded: first, to use an
empirical approach to identify the best practice cases within the
Americas; second, to identify trends, potential improvement
areas and potential success. Our analysis finds that an empirical
approach to identifying and classifying countries is possible. We
find that South America and the Caribbean had a more
favourable evolution than Central America and North America
over the last two decades. Uruguay, Costa Rica, Peru, and
Argentina are the cases with the most relative progress and
success in the digital transformation of their public sectors and
thus warrant further analysis. Income levels, governance
approaches and strategies, and stability are key explanatory
factors for a thriving public sector digital transformation.
... The JAKI application is described as an application that fully benefits society. Bertot et al. (2016) also stated that social inequality can be overcome with public services. This aligns with the application model, which was designed based on community needs and was citizen-centric. ...
One of the concepts of Jakarta Smart City is marked by the existence of regional innovation. The JAKI (Jakarta Kini) application is a one-stop service innovation that helps people with their daily activities. Management of the JAKI (Jakarta Kini) application as a regional innovation aligns with innovative governance in public administration studies. Innovative governance as a renewal of good governance is not enough to overcome problems, especially in the public sector. The study aims to analyze the implementation of Innovative Governance in Managing Public Services through the JAKI (Jakarta Kini) Application in DKI Jakarta Province and to find out Innovative Governance in Managing Public Services Through the JAKI (Jakarta Kini) Application in DKI Jakarta Province. The study used qualitative research methods. Primary data sources were obtained from interviews, and secondary data from books, articles, and previous research. The data analysis technique uses the Miles and Huberman model. This study analyzed innovative governance as public service management through the JAKI (Jakarta Kini) application in DKI Jakarta. The results showed that government governance in DKI Jakarta can be categorized as innovative through the JAKI (Jakarta Kini) application. However, the management must carry out active outreach to increase community participation and make regular improvements to minimize errors in the service system.
... Public service indicators are concrete and specific measurement tools, used to evaluate service performance against established standards (Speer, 2012;Bertot et al., 2016). These indicators can be both quantitative and qualitative, providing an objective picture of whether the public service is successfully meeting the specified targets (Dekhtyar et al., 2020). ...
Decentralization is the process of transferring decision-making power, authority and responsibility from the central government to regional governments or local entities. The process aims to bring government closer to the people, with the hope of improving the efficiency, accountability and responsiveness of public services to the specific needs of local communities. Decentralization is often regarded as a strategy to optimize resources, strengthen local democracy, and encourage active community participation in the policy-making process and its implementation. This study uses the literature research method. The results show that decentralization tends to improve the effectiveness and relevance of public services by empowering local governments to manage the specific needs of local communities. It creates a platform for wider public participation and increased government accountability and transparency. However, the findings also confirm that the negative elements of decentralization cannot be ignored. In particular, decentralization can result in inequalities in services between regions due to differences in resources, as well as pose policy coordination challenges. Lack of local capacity and the potential for increased corruption are significant obstacles to optimizing the benefits of decentralization.
... The rapidly evolving global landscape, characterized by technological innovation, demographic shifts, and changing societal expectations, presents unique challenges and opportunities for public organizations (Northcott and Taulapapa, 2012;Hansen and Pihl-Thingvad, 2019;Nguyen et al., 2023). More specifically, innovations in digital public services are vital for addressing social and economic inequalities and ensuring universal access to services (Osborne and Brown, 2011;Bertot et al., 2016;Khorakian et al., 2019). Challenges such as climate change, public health crises, and social inequality further necessitate creative and innovative solutions beyond traditional bureaucratic approaches (Bernier et al., 2015;Brunetto et al., 2021). ...
Introduction
This study examines the dynamics of public service motivation (PSM), organizational commitment, and perceived innovative culture and their collective influence on innovative behavior in public organizations. It uniquely focuses on intrinsic motivational factors, extends the scope of motivational studies to the public sector, and highlights the crucial role of organizational culture in fostering innovation.
Methods
A web-based survey was administered to 1,021 public servants in the central government of the Republic of Korea. Structured questionnaires were used to collect data, and structural equation modeling (SEM) was employed to analyze the relationships between the variables.
Results
The SEM results confirmed positive correlations between PSM and both organizational commitment and innovative behavior. However, contrary to expectations, organizational commitment did not significantly predict innovative behavior. Additionally, no mediating effect of organizational commitment was observed. Notably, perceived innovative culture was found to moderate the relationship between PSM and organizational commitment, and between organizational commitment and innovative behavior, particularly in environments with a strong innovation focus.
Discussion
These findings underscore the significance of PSM in spurring innovative behavior in the public sector, broadening our understanding of intrinsic motivation. This study also accentuates the influence of organizational culture on these dynamics. In practical terms, this suggests the importance of nurturing individuals with high PSM and fostering an environment that balances perceived innovative culture. While contributing to the fields of organizational psychology and public administration, this study has certain limitations and indicates the need for further research in various contexts.
... Technological advancements have enabled governments to make investments in technologies and transform their interactions with the public from face-to-face to digital. There are many advantages to this digital transformation such as improving engagement and participation of the citizens in decision-making (Bertot et al., 2016;Merhi, 2023;Sharma et al., 2022), increasing trust (Pappas et al., 2023), fighting corruption (Addo & Avgerou, 2020;Das & Das, 2022), increasing human capital, and increasing sustainable development (Alraja et al., 2022;Dabbous & Tarhini, 2021;Estevez & Janowski, 2013;He et al., 2017). ...
There are many concerns at the global level about environmental performance. The United Nations has created a framework for measuring national development goals that enable environmental sustainability. This paper examines the relationships between technological and social factors as enablers of environmental performance and draws from technological determinism and human agency paradigms. It fills an important gap in the literature by empirically examining the hypothesized relationships. The specific examined factors are online service (maturity and quality), IT infrastructure, e-participation, corruption-free, and human capital. Environmental performance is the dependent variable. These factors are relevant to ten of the seventeen goals that the United Nations set in their SDG framework. The hypotheses are tested and validated using secondary data collected by reputable global institutions and PLS-SEM analytical procedures. The results indicate that technology can enable environmental performance directly and indirectly through e-participation. We also found that e-participation influences corruption-free and human capital that positively impact environmental performance. This paper provides significant implications for research and practice.
... The structure and features of buildings are fundamental components of urban cities and contain rich information relevant to people's daily lives. Extracting features from various urban buildings and streets and modeling and integrating them with technologies such as VR [3][4][5] and AR [6,7] can lead to more intelligent and personalized urban public services [8,9]. For example, city traffic flow can be better managed to realize intelligent traffic management by analyzing the location of buildings and traffic patterns to model a three-dimensional (3D) map [10][11][12]. ...
In our digitally driven society, advances in software and hardware to capture video data allow extensive gathering and analysis of large datasets. This has stimulated interest in extracting information from video data, such as buildings and urban streets, to enhance understanding of the environment. Urban buildings and streets, as essential parts of cities, carry valuable information relevant to daily life. Extracting features from these elements and integrating them with technologies such as VR and AR can contribute to more intelligent and personalized urban public services. Despite its potential benefits, collecting videos of urban environments introduces challenges because of the presence of dynamic objects. The varying shape of the target building in each frame necessitates careful selection to ensure the extraction of quality features. To address this problem, we propose a novel evaluation metric that considers the video-inpainting-restoration quality and the relevance of the target object, considering minimizing areas with cars, maximizing areas with the target building, and minimizing overlapping areas. This metric extends existing video-inpainting-evaluation metrics by considering the relevance of the target object and interconnectivity between objects. We conducted experiment to validate the proposed metrics using real-world datasets from Japanese cities Sapporo and Yokohama. The experiment results demonstrate feasibility of selecting video frames conducive to building feature extraction.
... "Astăzi, serviciile publice digitale sunt produse în mod obișnuit de autoritățile naționale, de stat sau locale și sunt furnizate cetățenilor, întreprinderilor și altor entități aflate sub jurisdicția lor. " [ J. Bertot, E. Estevez, T. Janowski, 2016] De ce e-guvernare? Extinderea implementării cu succes a guvernării electronice înseamnă, ușurință în utilizarea serviciilor guvernamentale pentru cetățeni, îmbunătățirea furnizării de servicii guvernamentale de către autoritățile publice, simplificarea conformării cetățenilor cu legile guvernamentale, îmbunătățirea angajamentului cetățenilor și a nivelului de încredere în administrațiile publice, reducerea fraudelor și îmbunătățirea eficienței costurilor financiare și de timp atât pentru cetățeni, cât și pentru administrații. ...
Becoming central element of the development of public administration, e-government
generates opportunities but also challenges. How does e-government relate to public administration?
E-government exerts a significant impact on the changing public administration,
on the way the public service works, adding new concepts and methods and changing
the relations between administrations and citizens.
Keywords: electronic government, public administration, participation, transparency,
interactivity, accessibility.
... Information and Communications Technologies (ICT) enabled delivery of digital public services to more people in an efficient and flexible way and removed the barrier that has been posed by distances in communication and interaction. This shift in communication has opened other channels which are fast, smart, convenient, and traceable for everyone to engage with (Bertot et al., 2016;Lnenicka and Saxena, 2021;Pedrosa et al., 2020;Sheoran and Vij, 2022). Digitalisation and technological advances have made the world accessible to everyone and helped people interact across all domains of life, in a fast and convenient way (Elmassah and Hassanein, 2022;Perriam and Carter, 2021). ...
Purpose
Benchmarking e-government and digital society developments using relevant indicators provides crucial insights into what aspects to consider while building a resilient digital society in which digital public services are delivered effectively and sustainably. The purpose of this paper is to analyse selected indices and indicators over the years and provide findings and recommendations on what indicators contribute most to the development.
Design/methodology/approach
A mixed research approach was used to conduct the research and collect, analyse and interpret data. A qualitative analysis involving the search, decomposition and comparison approaches to identify e-government and digital society reports, indices, rankings and indicators was followed by a quantitative analysis comprising of regression and cluster analyses.
Findings
The findings revealed that changes in the mix of indicators used by e-government and digital society indices can be attributed to advances in ICT and channels through which people communicate and receive information. The authors found that digital and telecommunication infrastructures and the quality of their parameters such as broadband have the biggest influence on progress of the e-government and digital societies developments and contribute most to clustering of the EU member states into groups.
Originality/value
The paper provides insights into how the structures of related indices changed over the years and how different indicators contribute to benchmarking of e-government and digital society developments by means of their weights. It provides governments with recommendations on which indicators to focus most.
... (4) Digitalization of public services. The integration of public services with digital technology by state institutions also works to reverse inequality as households gain more efficient access to a wider reach of services, participate in government decision-making, and service providers gain superior insight into household needs to personalize services (Bertot et al., 2016). In addition to reducing financial constraints for labour-intensive firms, digitalization reduces such constraints and improves cost-savings for state-owned enterprises (SOEs), which precipitate into greater labour share and lower inequality (Li et al., 2023). ...
This article examines how different forms of digitalization affect inequality in Europe. Using a cross-national dataset of economic development and digitalization across a range of regression specifications including country and time fixed effects, this article explores the heterogeneous relationships of disparate forms of digitalization – human capital, broadband connectivity, integration of digital technology into small and medium enterprises, and digital public services – with income inequality. Fixed country and time effects models show that only the digitalization of human capital and integration of digital technology by SMEs are associated with decreases in income inequality. Causal mediation analysis reveals that tertiary education, despite its oft-cited connection to digital technology uptake, has no causal effect on the pathways through which digitalization of labour and SME operations lower inequality, which are direct. The findings tentatively suggest that there exist informal sources of digital skills training apart from formal tertiary education and point to SMEs as a potentially impactful area for investing in digitalization as pathways for income redistribution.
... Unlike the private sector, where innovation often takes the form of new products or services [38], public sector innovation encompasses a broader spectrum, including policy innovation, process innovation, and social innovation. The public sector's role as a provider of public goods and services necessitates a rethinking of what constitutes innovation in this domain [39]. Moreover, understanding how innovation in the public sector differs from that in the private sector is crucial for effective policy formulation and implementation [40]. ...
Extensive research has explored organisational dynamics across various sectors in relation to circular economy (CE) innovation practices. However, a critical gap exists in understanding CE innovation activities in the public sector versus the third sector. This distinction is crucial as the third sector’s role in CE innovation is growing, necessitating tailored policies instead of homogenous integration into public sector-based approaches. We address this gap by focusing on nuanced comparisons between the public and third sectors, delving into the motivations and constraints surrounding CE innovations across these different sectors. Employing an exploratory sequential design, we integrate qualitative insights from 12 interviews with quantitative measures derived from 153 survey responses within CE innovation communities. The findings reveal subtle yet significant disparities in innovation activities between the public and third sectors within a CE innovation community. Notably, cost factor differences related to the availability of finance and knowledge factors associated with the lack of information on technology emerge. This research contributes evidence-based insights, offering practitioners and policymakers a nuanced understanding of the motivations and constraints of circular economy innovation. These findings can be instrumental in steering the transition towards a more sustainable and circular economy, emphasising the need for tailored strategies rather than a one-size-fits-all approach.
... The combination of these factors contributes to the creation of ambiguity in the semantic interpretation of data, consequently impacting PA's ability to make data-enabled and effective decisions (Bertot et al., 2016;Maheshwari & Janssen, 2014). ...
Today more than ever, it is evident the role that data can play when designing policies. Not only can understandable data orient better strategies, but they can also enable reflexive practices within Public Administrations, giving directions for knowledge management and smarter governance. However, multiple gaps concur to affect data understanding and interpretation, hindering their subsequent translation into policy-valuable information. To tackle challenges related to data interpretation and usage, the article (i) illustrates a narrative approach for building profiles of cities as narrative feedback from sets of data and (ii) investigates their potential as a (self-)evaluation and a decision-making support device. The feedback structure relies on the conceptual model built for the DIGISER Project, which investigated multidimensional digital transition processes across European cities. Dynamic feedback retrieves data from the project dataset, translating them into discursive form. The effectiveness of the approach and its device is validated through a qualitative enquiry on a textual excerpt provided to three different departments of one of the cities that participated in the survey. The study corroborates that designing narrative feedback as semantic interpretations can trigger understanding, (self-)reflection and support policy change, informing policy formulation and facilitating cross-silo interactions across administrative units engaged in digital transformation processes.
... The current study makes contributions to public sector literature on innovation at the individual-managerial level. First, we show that both researchers and practitioners have an increased interest in digital service innovation (Bertot, Estevez, and Janowski 2016). This emerging concept has not yet come into its own as a research field (Holmström 2018). ...
... The resident population, the companies, and the PA are all involved and this represents a factor of complexity in the logical-decisionmaking processes. Based on the calculated indicators and the Gini coefficient, central Italy will have some opportunities, but the best-performing geographical area, northern Italy, will create opportunities and wealth (Bertot et al., 2016) in the last phase. ...
The World is gradually coming out of the COVID-19 emergency and what emerges from the Italian scenario presents two sides of the same coin. A large part of the investments made at this juncture have been distributed directly to the regions. Unfortunately, in the last nine years, the twenty Italian regions have adopted different ITCs and distributed different levels of services and wealth. In doing so, there has been a lack of opportunity and development. The paper aims to understand how the Italian regions have recovered economically by analyzing variables such as services, the digital divide, energy management and the economic inequality. The investigation with a qualitative and quantitative analysis helps to understand these issues for Italian and non-governmental institutions.
... In addition, participatory processes increasingly use digital tools and channels to communicate and exchange information. The increasing implementation of egovernment (Heeks, 2006), the provision of online public services (Sideri et al., 2019), as well as e-voting and e-campaigning (Gibson et al., 2016) have expanded thev opportunities for digital public decision-making processes (Espés et al., 2014;Parycek et al., 2014;Bertot et al., 2016). Strokosch and Osborne (2020) argue the for an ecosystem approach, that is, the public sector represents the integration of actors, resources and technologies, the interactions, the goals as well as multiple and competing agendas. ...
There is extensive literature on stakeholder theory and knowledge management in the private sector, but less on the public sector, particularly in the context of public participation projects. Public participation initiatives are often designed using a case-by-case approach to identify relevant stakeholder groups, the engagement methods, and the tools to be used. In addition, public sector organizations (PSOs) often rely on participation experts and practitioners' professional knowledge to design successful participation projects. Given that public participation is to enable PSOs access to participants' knowledge, knowledge management is a central issue in public participation projects. In this multi-method, qualitative study we focus on the management of experts' and practitioners' knowledge, and we aim to show how their knowledge contributes to participatory processes and projects, and how the policy cycle can be used as a knowledge management framework to collect and structure their knowledge. We used sequential analysis to study the experiences of 84 practitioners from the public sector collected during a series of workshops. Our findings show the need to locate participation initiatives in the context of the government policy cycle, that the policy cycle can be used for knowledge management in public participation projects and to recognize that practitioners represent a key stakeholder group in public participation.
... In the dictionary, proactive is an adjective used to denote an active, rather than passive, role in doing and accomplishing something, and to initiate a change [24]. In the context of public services, the term 'proactive' means that a public organization anticipates a client's potential or actual need for service [25] and acts before the client becomes active [26]. Essentially, proactivity indicates that public organizations' activities in public services are not triggered by the client. ...
Public service automation and no-stop government are currently two intensively discussed concepts in digital government literature. Although their definitions point to different meanings, some scholars equate the terms and use them interchangeably. Since a clear shared understanding is crucial for scholars to produce reliable research, this conceptual paper aims to shed light on the two terms and support conceptual clarity. We investigate the meaning and relationship between the concepts of public service automation and no-stop government in digital government research. We review the meaning of each concept and discuss the relationship between the two. Thereby, we show that both terms refer to the substitution of a human in public service delivery, but differences lie in the arrangement of the substitution. In automation, a machine substitutes a public official. In contrast, in no-stop government the public organization substitutes the client. We illustrate the relationship between the two concepts using a three-sided model, showing how the use of digital technologies can create an overlap between the two concepts. This conceptual understanding can be used to guide future research and theorizing in the digital government domain.
... There is an established scholarship which has studied how ICT can help public sector bureaucracies' decision-making to become more efficient, effective, and responsive (Bertot et al., 2016;Bovens & Zouridis, 2002;Busch & Henriksen, 2018). We identify three major stems of research within the literature on ICTs and public bureaucracies' decision-making: ICTs as substitutes to bureaucratic decision-making; ICTs as enablers of better bureaucratic decision-making; and ICTs impacts on the structure of bureaucratic decision-making. ...
... We found that policy and underlying concepts are relevant aspects that are not covered by the Oslo Manual's definition of product innovation. Previous studies define policy innovation and conceptual innovation as separate PSI objects (Arundel et al., 2019;Bertot et al., 2016;Windrum and Koch, 2008). Yet, our interviewees see policy and the underlying concepts rather as a part of other innovation objects. ...
Public sector innovation has become a ubiquitous theme in legislature plans and political debates. Subsequently, academia has become increasingly interested in the topic, and research on public sector innovation has grown in recent decades. Yet, research lacks a clearly conceptualised definition of public sector innovation, and a measurement framework that allows for more representative research and a comparison of results both within the public sector and with other sectors. Based on semi-structured interviews and workshops with public sector practitioners complemented by existing literature on public sector innovation, we have refined the Oslo Manual’s measurement framework that originally addresses innovation in the business sector to capture public-sector-specific requirements. The refined measurement framework gives a comprehensive and comparable set of data that researchers might collect and analyse to understand public sector innovation, and to develop and test theories. Thus, it provides a common base for future representative research.
... As shown in the findings, both incremental and transformative change result in improved information provision and service delivery as well as the digitization of internal processes through automation software or the implementation of information systems. Especially the relationship with stakeholders is changed by multiple pathways: first, there is a direct path by the implementation of digital participation platforms, public service portals, or social media that facilitate two-way communication (Bertot, Estevez, and Janowski 2016). Second, there is an indirect path that highlights that an improved information provision influences the relationship between public administrations and their different stakeholders. ...
Digital transformation has become a buzzword that is permeating multiple fields, including public administration and management. However, it is unclear what is transformational and how incremental and transformational change processes are linked. Using the PRISMA method, we conduct a systematic literature review to structure this growing body of evidence. We identified 164 studies on digitally- induced change and provide evidence for their drivers, implementation processes, and outcomes. We derive a theoretical framework that shows which incremental changes happen in public administrations that are implementing digital technologies and what their cumulative, transformative effects are on society as a whole.
... Digital participation processes are understood as "a more cooperative and collaborative experience of government, underpinned by the opportunities provided by new and emergent digital technologies and data" [25]. There has been an increasing use of digital tools, methods and environments for public decision-making processes [26], making multi-phasic models of participation that combine digital and offline phases popular [27], but also increasing the complexity of participation architectures and processes. As participation projects and their design become more complex, the need for a framework that can include a range of perspectives, data collection methods, tools and indicators increases [28]. ...
... Public services that people want are public services that are more transparent, open, and honest (Pasolong, 2013). People (Purukan, Tondobala, & Rogi, 2014) crave public services with clear procedures, transparent financing, timely settlement of affairs, quality, friendly, faster, affordable, easy, accountable, free from illegal fees, happy and fun (Bertot, Estevez, & Janowski, 2016). ...
The focus of this research is on the aspects of public service delivery, the application of integrity values ??by state civil servants and the community, as well as the efforts made to optimize the application of integrity values ??in public services at the Tomohon City public service mall. Using a qualitative research approach with descriptive methods. Data analysis techniques include data reduction, data presentation, and drawing conclusions. Data were collected through observation, interviews, and documentation. The research findings show: 1) The implementation of public services by the Tomohon City Public Service Mall is based on the Tomohon Mayor Regulation Number 11 of 2018. In the midst of the covid-19 pandemic, it is carried out in 4 ways, namely physical distancing, online services, normal direct services (public come to take care of themselves), and walk-in or mobile service, 2) The application of the value of integrity by state civil servants at the public service mall of Tomohon City and the service user community is still not fully in line with the desired expectations. Although several applications of integrity values ??already exist which are categorized as good and very good, some are categorized as not good, and 3) The Tomohon City Government through the public service mall has made various efforts to optimize the implementation of public services to the community, including optimizing the application of integrity values ??in any ongoing public service process. These efforts are in the form of direct coaching, technical guidance, mentoring, building open communication between all components, providing complaint box facilities both physically and electronically, providing motivation and education, monitoring and evaluation, awarding, online use, and online-based services.
... Sistem "Huduma Centers" yang diperkenalkan oleh pemerintah Kenya merupakan sebuah inovasi dalam penyediaan layanan publik yang bertujuan untuk meningkatkan aksesibilitas, efektivitas, dan efisiensi pelayanan publik di negara tersebut. Sistem ini memungkinkan masyarakat untuk mengakses berbagai layanan publik dalam satu tempat, seperti layanan kesehatan, pendidikan, keuangan, administrasi, dan lain-lain (Bertot, Estevez and Janowski, 2016). ...
... Even when reviewing bibliographic references of the relationship between public services in the household and its relationship with poverty, there was not much research. Therefore, it is necessary to contribute and demonstrate related research on this currently important topic since guaranteeing full and adequate access to services in the household contributes towards the best conditions for improving the quality of life of household members (Bertot et al. 2016;Li and He 2021;Bhagwati 1988;Kakwani and Son 2022;Bruno Besana et al. 2015;Lustig et al. 2012;Kresalja 2017;Kohanoff 2011;Buitrago Betancur and Valencia Agudelo 2007;Barrutia et al. 2022;Ellis and Mdoe 2003). ...
The objective of the research was to determine the effect of public services in the household on poverty in Peru, in the period 2021, for which a quantitative, non-experimental research approach was considered with a descriptive and correlational design. The information from the National Household Survey of the National Institute of Statistics and Informatics (INEI) database was used, considering the modules “Dwelling and Household Characteristics”, “Household Members’ Characteristics”, “Education”, “Employment and Income”, “Household Equipment”, “Summaries (Calculated Variables)” and “Citizen Participation”. It was possible to determine that the following variables had negative effects on household poverty in Peru: access to potable water, sanitation, electric power, cell phone services; achieving higher, secondary, and primary education levels; having a washing machine, motorcycle, tricycle, motorcycle taxi, computer, kitchen, refrigerator in the household; having a property title; being part of an association or organization; living in a rural residence area; and having remittances. However, the number of household members had a positive effect on poverty. Therefore, it was concluded that access to public services in the household contributed to reducing the probability of being poor in Peru.
... Public sector innovation is essential to cities' ability to adapt to changing social, political, and technological circumstances [1][2][3], as it regards "generating new ideas, and implementing them to create value for society either through new or improved processes or services" [4]. At the same time, innovation concerns the ability to face a wide spectrum of challenges. ...
Digital transformation within local public administration is often conceived as the result of technological advancements, with scarce attention being paid to framing these processes within multi-level organisational settings. Against this background, this article introduces a framework for exploring the different dimensions of digital innovation in the public sector at the urban scale. It proposes conceptual categories that capture digital transformation drivers and mechanisms, encouraging reflections about their capacity to resonate in specific (urban) contexts. After examining frameworks seeking to deconstruct digital transformation in its multiple dimensions, the study proposes a conceptual model and validates it against the result of the literature review. By identifying conceptual categories and their interactions, the study seeks to support a more comprehensive understanding of transformation processes, specifically focusing on public service provision and delivery and their relationship with endogenous and exogenous innovation drivers. At the same time, the study aims to support local public authorities in gaining awareness of their transformative potential and helping them “steer” local digital transformation dynamics.
... Innovations in the public sector are not the same as in the non-profit or private sectors due to various government organisations and agencies involved and the lack of organised structures to interact with the citizens (Bertot, Estevez, and Janowski 2016). Bouchaïb (2017, 7) claims that good customer service aims at improving the relationship with the end user. ...
Due to forces of globalization, effective and efficient public service delivery has become one of the main justifications for the existence of any government. Consequently, governments the world over have heavily investment public funds in setting up e-government initiatives to increase operational efficiency in public service delivery. Due to the enormous investment involved in these projects, performance evaluation is considered important. Performance evaluation of Huduma centre e-government initiative was considered pertinent to ascertain its impact in Kenya’s public service delivery. This chapter reviews literature extensively on the suitability of DeLone and McLean IS success model in evaluating e-government systems. The models six dimensions: information quality, system quality, service quality, use, user satisfaction, and net benefit application in e-government evaluation is analyzed. This finding implies that access to integrated ICT will drive more use of e-government., the quality dimensions affect the actual use and user satisfaction with e-government. Digital literacy, e-government user awareness, information security and transaction security are critical for the success of e-government initiative. E-government system performance investigates the impact of the initiatives on the citizens, business and organizations. With some limitations, this chapter is likely to contribute to literature in information systems field by providing a fairly comprehensive information on e-government system success evaluation using all the six dimensions of the (Delone and Mclean, Journal of Management Information Systems 19:9–30, 2003) IS success model.
Purpose: The aim of this article is to present the project monitoring model in the central government administration as a set of interrelated, complementary elements that influence the implementation of strategic projects on a nationwide scale and affect tens of millions of Polish citizens. Design/methodology/approach: Based on a literature review and analysis of the existing system, prospective directions for the monitoring of strategic projects were selected. As a result of this work, a model was created that was assessed for significance and replicability. The most experienced group of experts and practitioners in this field took part in the CAWI survey. Findings: The high level of significance of all areas of the model has been proven and its universal nature has been confirmed, thanks to the possibility of being used in other administrative units. Research limitations/implications: Due to limitations resulting from security procedures for research conducted in central government administration units, only closed questions were used in the research. In the future, the study can be carried out on another, larger population, having previously prepared it appropriately. Practical implications: The practical use of the model in administration units can contribute to increasing transparency, efficiency and automation of planning and implementation of projects. Social implications: Increasing the quality of implemented projects in accordance with the presented model may have a large, positive impact on the final beneficiaries - society, in terms of effective use of public funds, shortened project implementation time, and obtaining project results consistent with expectations. Originality/value: The article presents a new model of project monitoring in central government administration, which may be useful for scientists conducting research in the area of project monitoring and management in other countries. The article falls into the area of projectification of the public sector. Keywords: project management, central government administration, Project Management Office (PMO), significance assessment, feasibility assessment. Category of the paper: Research paper.
Improving the Q&A ability of government service chatbots (GSCs) has become an important issue. In practice, a large number of users with poor information literacy often pose vague questions, which makes it challenging for GSCs to comprehend their inquiries within a specific context. In order to enhance contextualization, this study has constructed a multi-turn dialogue model that incorporates R-GCN and fuzzy logic to base on the “question-answer-context” matching process. To obtain more accurate context, we propose a re-question mechanism to further press for contextual details. Additionally, we introduce the sub-graph matching mechanism of fuzzy logic and R-GCN to improve the accuracy of implicitly representation of Chinese logic in the contextualized matching process. This mechanism allows us to prune the context-irrelevant parts in the “answer” and obtain more complete context information. We collected over 300,000 words of real cases as the test-set. The results of the experiments show that this model can significantly improve the contextualized reasoning ability of GSCs in a more humanized way. The innovative response generation method in this research, which utilizes “question-answer-context” matching, is more suitable for complex scenarios where the user may not be articulate. It helps to lower the barrier for accessing government services and provides more user-friendly assistance to individuals with limited information literacy.
Recent attention to public service logic (PSL) has resulted in the creation of several theoretical guidelines for value creation. This empirical study applies PSL framework to explore how PSL is fit to and can adapt to the evolving landscape of the digitalization of public services. This research is based on 12 semi-structured interviews with managers of digital health services in Norway. Our results demonstrate that digital technology alters service users’ involvement in value co-creation, helps solve capacity problems, empowers service users to take care of themselves, and cultivates several societal values but additional resources facilitating the co-creation process are needed.
Saat ini, kesehatan menjadi salah satu aspek yang sangat penting dalam kehidupan. Pemerintah memiliki kewajiban untuk dapat membantu memenuhi kebutuhan masyarakat dalam pelayanan kesehatan. Salah satu gagasan Kota Bekasi yaitu dengan menciptakan Bekasi Sehat, dengan menerapkan sebuah inovasi pelayanan kesehatan berupa Kartu Sehat berbasis NIK. Penelitian ini bertujuan untuk mengetahui inovasi yang dilakukan pelayanan kartu sehat berbasis NIK di Kota Bekasi. Adapun pendekatan dalam penelitian ini yaitu dengan menggunakan pendekatan deskriptif kualitatif dengan menggunakan tiga dimensi, yaitu produk, lingkungan, dan organisasi. Hasil penelitian ini ditinjau dari tiga dimensi, yaitu produk, lingkungan, dan organisasi, serta hambatan-hambatan yang terjadi. Inovasi produksi yang dilakukan KS-NIK Bekasi dinilai berhasil dengan adanya peran teknologi dalam peningkatan pengelolaan database peserta KS-NIK dan dashboard sistem manajemen pengelolaan KS-NIK. Dari segi lingkungan, antusiasme warga Kota Bekasi maupun luar Kota Bekasi terhadap Kartu Bekasi Sehat sangatlah tinggi ditinjau dari devices, channels, dan user behavior. Pengaplikasian KS-NIK dinilai masih mengalami kekurangan karena masih ditemukan keluhan-keluhan dari dari Rumah Sakit (sebagai provider) tentang masih rendahnya tarif jasa layanan di Rumah Sakit dan bagi fasilitas kesehatan primer. Inovasi KS-NIK juga tidak terlepas dari hambatan, adapun hambatan yang terjadi yaitu adanya isu sosial dan politik sehingga menghentikan Program Jamkesda KS-NIK. Kata Kunci: inovasi, kartu sehat, Kota Bekasi, pelayanan.
This study aims to explore effective public management within the framework of the integration of human resources and technology. By utilizing current literature review approaches, this study focuses on sources published within the last decade. Employing keywords related to human resource and technology integration on platforms like Google Scholar, the research aims to extract relevant and significant information from a wide range of scholarly materials. The findings in this study confirm that the integration of human resources and technology in public management is an essential foundation for creating responsive, transparent , and high-quality public services. Managing public management and optimizing public services in accelerating technology includes using digital platforms; human adaptation to technology; transparency and participation of the technology community; and data security. Meanwhile, the integration of human resources and technology in innovation and development can be described in the use of technology and data analysis; collaboration, and improvement of human resources; as well as a survival strategy not to change. Finally, to see the management of change in public management in a technological framework from the aspects of technology adoption, changes in organizational culture, service efficiency and improvement, HR training and development, and monitoring and evaluation.
Integrated digitization services are efforts to develop public services by utilizing information and communication technologies in an integrated manner. This study aims to analyze how the government of Makassar City adopts a digital approach to maximize public services. This study relies on Online Research Methods (ORMs) to collect data and information via the Internet and other digital technologies. The ORMs in this study include the results of the data retrieval available from the official website and the application of the Makassar City government (Anrong). The findings indicate that the government has adapted to implement integrated web-based services and applications that make it easier for citizens to access information and public services online. The transformation of integrated digital public services promises great benefits to society and the government, but its implementation also has challenges and obstacles that must be overcome. The perfection of the three elements of process, support, capacity, and value, results in an imbalance because the support element does not yet have the legal force of the mayor’s regulation, but the success of the capacity element shows the activeness of the two websites and mobile apps. Some commonly found challenges are infrastructure and technology problems, limited human resources, changes in organizational culture, data security and privacy, and the level of community participation. Keywords: public service, digital services, government app, government transformation
Digital public service development toward human-centric service portfolios requires radical changes and innovative collaboration among multiple actors. Such a collaboration involving public and private service providers and NGOs has turned out to be challenging. On the organizational level, long-term sustainability requires dialec- tical reasoning and synthesis between innovation and efficiency to- ward organizational ambidexterity. However, public organizations face the need for mandated efficiency, which hinders innovative- ness. In addition, the need for interoperable human-centric services at the ecosystem level introduces additional complexity. To evaluate how to address the emerging tensions in complex public service ecosystems in developing interoperable human-centric digital ser- vice portfolios, we conducted a single-case study with multilevel analysis in a large-scale public service ecosystem in Finland. We found that dialectical tensions emerging on various forums, where differing goals, views, and values meet, are intertwined within and across multiple ecosystem levels and that the synthesis of these tensions can be more than the sum of their parts. We introduce the concept of multilectic forums and theorize how they emerge continuously and simultaneously in public service ecosystems be- tween the public and private service providers and NGOs while human-centric digital service portfolios are developed. We pro- pose that governing intertwined tensions on multilectic forums can result in innovative and efficient digital services and collectively ambidextrous ecosystems.
SIPUT is an information system that utilizes information and communication technology to facilitate administrative management at the administrator level. The study aimed to find out the implementation of the SIPUT (Integrated Public Service System) application to improve public services in the Loktuan Village, Bontang City. This research used a descriptive qualitative approach with a purposive sampling technique. The primary data sources used in this study include the head of the Loktuan sub-district head, Mr. Hadi Jumianto and Mrs. Nurliya, and three public service employees or staff who operate the SIPUT application, as well as the surrounding community who often use public services in the Loktuan sub-district, as many as 5 people. Secondary data sources used are written sources. Data analysis using Miles and Huberman. In improving public services, five indicators serve as a benchmark for whether the efforts made can improve public service communication, namely fast service, appropriate service, cheap service, safe service, and fair service. The government can improve digital-based public services by adding additional features such as customer satisfaction levels and complaint telephone numbers if there are things that might harm citizens.
E-government practices are universally acknowledged to promote service delivery to citizens. Earlier, public service delivery in Kenya was characterised by a slow pace of service delivery, corruption, and inefficient public service providers. This led the government to implement the Huduma Kenya Programme, comprising a one-stop e-government initiative that centralises public service provision under a single roof, using an integrated system approach. The one-stop-shop model is characterised by high demand for resources and various infrastructural requirements, which pose short- and long-term challenges for governments. This paper employs the SWOT (strengths, weaknesses, opportunities and threats) analysis methodology to evaluate the current status of Huduma centres in Kenya. An integrated literature review is used. This kind of review allows the integration of various contexts and discussions of the research topic. Hence, a manual search of purposively selected articles was carried out on various websites and databases, with the emphasis on the search terms: Huduma centres AND e-government SWOT analysis. The study randomly reviewed a total number of 37 articles. The study revealed that strengths and opportunities (such as political goodwill, e-government regulatory framework, capacity-building and improved systems interoperability) could enhance the development of Huduma e-government initiatives. Weaknesses and threats that need to be mitigated, include fragmented infrastructure, lack of adequate ICT skills, multiple systems integration complication, and improving cyber security. The SWOT analysis is expected to contribute to the constant improvement of the services offered by e-government initiatives.
The conclusion of the Clinton Administration presents an opportune time to investigate the outcomes of the National Performance Review (NPR). Any such evaluation, however, is complicated by the nature of the objectives sought, many of which relate to subtle and elusive elements of organizational life: empowering employees, inducing a less risk-adverse culture, and enhancing the quality of service delivery. The strategy employed here as a means of gaining insight into such phenomena was to couple a broad review of government-wide survey results with an in-depth investigation into the impact of NPR on a single agency, the Social Security Administration. A conclusion is that many of the NPR's "higher-order" objectives have not been met on a systemic basis. While a variety of proximate explanations for this finding can be identified, a more fundamental explanation relates to a failure by the sponsors to adjust their strategy to account for basic differences between NPR and past reforms.
Business intelligence and analytics (BI&A) has emerged as an important area of study for both practitioners and researchers, reflecting the magnitude and impact of data-related problems to be solved in contemporary business organizations. This introduction to the MIS Quarterly Special Issue on Business Intelligence Research first provides a framework that identifies the evolution, applications, and emerging research areas of BI&A. BI&A 1.0, BI&A 2.0, and BI&A 3.0 are defined and described in terms of their key characteristics and capabilities. Current research in BI&A is analyzed and challenges and opportunities associated with BI&A research and education are identified. We also report a bibliometric study of critical BI&A publications, researchers, and research topics based on more than a decade of related academic and industry publications. Finally, the six articles that comprise this special issue are introduced and characterized in terms of the proposed BI&A research framework.
The new approaches to the delivery of local public services include co-creation. In this paper, we focus on two local public service delivery actors: local governments and civil society. Our objective is to identify different types of co-creation in social innovations and the relevant drivers and barriers that account for the success or failure of co-creation processes at the local government level in Slovakia, focusing on the fields of welfare and the environment. The main findings of our analysis are that co-created innovations are mostly initiated by non-governmental actors, and that most local governments have neutral or even negative attitudes to co-created innovations. We provide a positive case study, in which the local government was open to co-creation, and public services were provided in an alternative way. Our study uses a qualitative approach and is based on original survey data from our own research, conducted mainly within the ‘Learning from Innovation in Public Sector Environments’ (LIPSE) research project
In this paper, we propose to view the concept of open government from the perspective of an ecosystem, a metaphor often used by policy makers, scholars, and technology gurus to convey a sense of the interdependent social systems of actors, organizations, material infrastructures, and symbolic resources that can be created in technology-enabled, information-intensive social systems. We use the concept of an ecosystem to provide a framework for considering the outcomes of a workshop organized to generate a research and development agenda for open government. The agenda was produced in discussions among participants from the government (at the federal, state, and local levels), academic and civil sector communities at the Center for Technology in Government (CTG) at the University at Albany, SUNY in April 2011. The paper begins by discussing concepts central to understanding what is meant by an ecosystem and some principles that characterize its functioning. We then apply this metaphor more directly to government, proposing that policymakers engage in strategic ecosystems thinking, which means being guided by the goal of explicitly and purposefully constructing open government ecosystems. From there, we present the research agenda questions essential to the development of this new view of government's interaction with users and organizations. Our goal is to call attention to some of the fundamental ways in which government must change in order to evolve from outdated industrial bureaucratic forms to information age networked and interdependent systems.
In the early 21 st century, societies and their governments around the world have been meeting unprecedented challenges, many of which surpass the capacities, capabilities, and reaches of their traditional institutions and their classical processes of governing. Among these challenges are the need for an accelerated transition of the global economy from its current fossil fuel basis to renewable energies, the so-called post-carbon era also known as the third industrial revolution, the containment and reduction of government spending and debt financing, the increasing rapidity of market changes, and the expanding lag of timely interventions via traditional lawmaking and government action. While upholding the proven principles of Western democracy, democratic self-governance in 21 st century market economies apparently needs to develop new institutional formats and novel mechanisms for staying abreast with the systemic dynamics of a tightly interconnected global society. We claim that actionable and omnipresent information along with its underlying technologies are substantial prerequisites and backbones for developing models of smart (democratic) governance, which foster smart, open, and agile governmental institutions as well as stakeholder participation and collaboration on all levels and in all branches of the governing process. We present and discuss an agenda for research and practice, which advances the concept of smart, open, and participatory government of the 21 st century. Introduction.
The aim of this study is to explain the development of e-government using a new measure of the content, presentation, navigability and interaction of the websites created by public administrations as illustrated in the United Nations 2008 report, Services Delivery by Stages. These results differ from previous empirical analyses, showing that citizens" economic and education levels are not the main factors driving the development of digital administration. On the contrary, the sophisticated design of e-government seems to be linked strongly to the idea of a new public management defined by organizations such as OECD, as well as a North American style of economic development.
Many maturity models have been used to assess or rank e-government portals. In order to assess electronic
services provided to the citizens, an appropriate e-government maturity model should be selected. This paper
aims at comparing 25 e-government maturity models to find the similarities and differences between them and
also to identify their weaknesses and strengths. Although the maturity models present large similarities
between them, our findings show that the features included in those models differ from a maturity model to
another. Furthermore, while some maturity models are covering some features and introducing new ones, it
seems that others are just ignoring them.
Public-sector services feature some very specific characteristics that frequently prove to be obstacles to innovation. This article therefore discusses how co-creation, within a Service-Dominant (S-D) logic, may contribute to innovation in these organisations and overcome the challenges posed by scarce resources and a multiplicity of clients and objectives and maintain citizen consensus around these activities. This discussion is backed up by examples drawn from the United Nations awards made annually for the best public-sector practices and innovations.
While the development of e-government since the early 1990s has been characterized by many successful applications and systems, it has also been notable for a number of failures to fully realise visions and for several stalled ideas. Governments, professionals and indeed scholars have a tendency to embrace the latest technological developments before older ones have been fully exploited or in some cases even fully understood and this can leave a trail of uncompleted projects in its wake. The future success of e-government depends in part on understanding this phenomenon, addressing it and developing the ability to discern when a technology or concept is no longer of value and therefore should be abandoned and when a task needs to be finished properly, no matter how unglamorous that task may be.
Democratic government of the 21st century is believed to head towards more agility, leanness, responsiveness, accessibility, openness, and participation than its predecessors in the 20th century. However, at the same time democratic government has to cope with new challenges and trends, which are unprecedented in their potential impacts positive and negative on society at large. These challenges are intertwined and interact. The article discusses the interacting challenges of market regulations and deregulations, the third industrial revolution, sustainable levels of government spending and debt financing, the evolution of smart government, and the emergence of new models of participation. Information and communication technologies seemingly play a pivotal role in enabling the emerging shape of 21st century democratic government. They also appear to be instrumental in addressing and coping with the new challenges and trends. Consequently, electronic government research needs to fully engage in studying these complex phenomena and help both theory and practice understand the choices and potential outcomes.
Both candidates and voters have increased their use of the Internet for political campaigns. Candidates have adopted many internet tools, including social networking websites, for the purposes of communicating with constituents and voters, collecting ...
This paper addresses the critical issue of legitimacy in relation to e-government by focusing on public e-services to citizens. The discussion is framed through a tentative model on how to integrate legitimacy in design and development of e-government. In theory legitimacy is built on legality and trust towards and within the state. In practice it is developed through a socio-technical collaborative formation of local cultures based on common values, trust, interpretation of systems and practices. Legitimacy is crucial for democratic governance and is a basic prerequisite for all governments. Legitimacy is most often seen as generated through personal, face-to-face meetings, but e-government substitutes such opportunities for interaction. E-governments is neither clearly place-bound. Legitimacy thus has to be gained and sustained in slightly different ways. This paper brings a political science perspective on legitimacy into the IS discussion on e-government. Legitimacy of e-government has to be further theoretically extended to be useful and applicable for sustainable e-societies in different governmental context. Here a conceptual model on legitimacy of e-government is elaborated on in relation to local socio-technical settings and co-produced processes.
Smart city initiatives have been launched on every continent. That notwithstanding the concept of “smart city” has remained ambiguous. We systematically interviewed officials of an acclaimed Smart City (Seattle) and explicitly asked the officials for their own definitions of “smart city,” which we then compared to the respective projects run by that City. While the definitions given by the practitioners were found different from those in the literature, the smart city projects lived up and matched the practitioner definitions to a high degree. We document the projects and their expected and realized benefits, which illustrate where a leading City government is headed in terms of smart government. However, “Smart City” initiatives in local government might be only a steppingstone in making the greater urban space a “smart city,” which appears to be a more challenging undertaking.
This paper looks at the policy implications of viewing innovation as a systemic phenomenon. The ® rst section provides a brief overview of conceptual approaches used in the recent literature on innovation systems. The second part of the paper looks at learning and technological knowledge at the ® rm-level, and explores the ways in which different theoretical approaches affect our understanding of innovation processes. This discussion focuses on the contrast betweensystems' models of learning and the concepts of knowledge which underpin the currentmainstream' rationale for public policy in this area. The third section discusses policy problems arising from this broad ® eld of study, focusing on two issues: the rationale for policy intervention; and policy capabilities andknowledge bases'.
Increased citizen participation is a core element of both Web 2.0 applications and the concept(s) of e-democracy. This paper proposes a prospective view of how the Web 2.0 can be used in the context of e-democracy. After a review of both concepts, the main perceptions of internet users concerning their political activity on the internet are highlighted by an online survey realised in January-March 2007. Various Web 2.0 applications are then discussed in the light of VEDELs axis – information, discussion and decision-making – in order to identify how they may enhance the implication of citizens in the political process through the internet.
On his first full day in office, President Obama issued a Memorandum on Transparency and Open Government calling on his administration to develop recommendations that would “establish a system of transparency, public participation, and collaboration.” Together, the recommendations would be used to create an “Open Government Directive” instructing agencies to transform themselves to become more transparent, collaborative, and participatory. The President also issued a Memorandum on the Freedom of Information Act (FOIA). These statements did not spring ex nihilo from President Obama and his aides (or even from the army of organizations and individuals who advised them or submitted recommendations during the transition). They have a basis in extant law and regulation, and it this basis at which this article looks.
Successful implementation of any e-government interventions or programs is hinged on having a carefully thought strategy which is informed by the local context. It cannot be overemphasized that every contextual setting has unique inherent contextual characteristics, which demand that any e-government interventions be designed bearing those characteristics in mind. In order to understand the contextual characteristics in Zambia, a quantitative research approach is utilized, where methodological triangulation is employed at all stages of the research cycle. The endpoint of this empirical research is that inherent factors that influence adoption of e-government mostly at individual (citizen’s and bussinesses’) levels are understood. The only major limitation of this research is that the sample (408 participants) may not be representative of the 14 million people in Zambia and therefore may not guarantee statistical generalizations. The chapter posits that there is chance that affluent e-Government development can be achieved in Zambia once a context-aware e-Government strategy/roadmap is put in place and followed.
This chapter intends to reveal the benefit of predated notifications of personal actions for HR-planning and discusses the interrelated demands on ERP-systems. If e-government is implemented, one has to think of rearranging the government's HR-structure in order to adapt to the new circumstances, too. This means to take advantage of modern HR-methodology in order to become more efficient in HR-administration. One possible way in improving human resource management (HRM) is using predated notifications of personal actions for HR-planning. Human resource planning (HR-planning) is a component of strategic enterprise planning. It is fully integrated into the enterprise-wide planning process, because HR-planning is not only determined by other planning areas, but it also determines them vice versa. So the more precisely and comprehensively HR-planning is done, the more accurate derived key figures, which are used in other planning areas, can be. Governments usually deal with a huge amount of personnel, so HR is one of the main tasks in administration. Predated notifications of personal actions usually are known in present, but will be started in the future. In contrast to planning a personnel action the predated one will take place with the highest possible probability. An example for making the difference more clear may be an employee's retirement. It does not stringently depend on the employee's age, but rather on the person's individual decision to retire. As a general rule, an employee's intention to retire is already known about half a year before it takes place. If this information is used in the planning process, the company will have enough time to estimate the loss of knowledge or the cost-savings that will be caused by the employee's withdrawal. In huge companies, HRM typically is supported by ERP-systems. The functionality offered by the software depends on the company's needs and may range from a simple keeping of personnel data to a complex module called human capital management, which is used for payroll accounting, talent management, employee self services, and many more. If the decision-making body considers the company's personnel as business critical, a lot of employee-related data is collected and analyzed, ranging from master data to planning key figures. This chapter will emphasize the importance of efficient HR-planning for governments in order to improve their business processes. It can be seen as one of the goals of e-government. It will be pointed out how HR-planning can be improved by using predated notifications of personal actions, so that HR-divisions in governments can use advanced HRplanning right on from the beginning when preparing themselves for e-government.
Service innovation acts as society's engine of renewal and provides the necessary catalyst for the service sector's economic growth. Despite service innovation's importance, the concept remains fuzzy and poorly defined. Building on an extensive and systematic review of 1046 academic articles, this research investigates and explores how service innovation is defined and used in research. Results identify four unique service innovation categorizations emphasizing the following traits: (1) degree of change, (2) type of change, (3) newness, and (4) means of provision. The results show that most research focuses inward and views service innovation as something (only) new to the firm. Interestingly, service innovation categorizations appear to neglect both customer value and financial performance.
The most widely debated conception of democracy in recent years is deliberative democracy--the idea that citizens or their representatives owe each other mutually acceptable reasons for the laws they enact. Two prominent voices in the ongoing discussion are Amy Gutmann and Dennis Thompson. In Why Deliberative Democracy?, they move the debate forward beyond their influential book, Democracy and Disagreement. What exactly is deliberative democracy? Why is it more defensible than its rivals? By offering clear answers to these timely questions, Gutmann and Thompson illuminate the theory and practice of justifying public policies in contemporary democracies. They not only develop their theory of deliberative democracy in new directions but also apply it to new practical problems. They discuss bioethics, health care, truth commissions, educational policy, and decisions to declare war. In "What Deliberative Democracy Means," which opens this collection of essays, they provide the most accessible exposition of deliberative democracy to date. They show how deliberative democracy should play an important role even in the debates about military intervention abroad. Why Deliberative Democracy? contributes to our understanding of how democratic citizens and their representatives can make justifiable decisions for their society in the face of the fundamental disagreements that are inevitable in diverse societies. Gutmann and Thompson provide a balanced and fair-minded approach that will benefit anyone intent on giving reason and reciprocity a more prominent place in politics than power and special interests.
In general terms, electronic government (or digital government) refers to the selection, implementation, and use of information and communication technologies in government settings (Dawes & Pardo, 2002; Fountain, 2001; Garson, 2004; Moon, 2002). E-government research is a transdisciplinary endeavor including traditions such as public administration, public policy, management information systems, operations management, and information science. Partially because of the novelty of the concept, but also because of its multidisciplinary nature, the concept of e-government is still a work in progress. The purpose of this article is to review different definitions and conceptual approaches to electronic government, analyzing their conceptual amplitude and distinguishing characteristics. The article presents a comprehensive definition of electronic government based on current definitions and a well-established theoretical framework in public administration. The article ends with a brief discussion of some future trends in electronic government. Purchase this chapter to continue reading all 8 pages >
The transformative promises and potential of Big and Open Data are substantial for e-government services, openness and transparency, governments, and the interaction between governments, citizens, and the business sector. From «smart» government to transformational government, Big and Open Data can foster collaboration; create real-time solutions to challenges in agriculture, health, transportation, and more; promote greater openness; and usher in a new era of policy- and decision-making. There are, however, a range of policy challenges to address regarding Big and Open Data, including access and dissemination; digital asset management, archiving and preservation; privacy; and security. After presenting a discussion of the open data policies that serve as a foundation for Big Data initiatives, this paper examines the ways in which the current information policy framework fails to address a number of these policy challenges. It then offers recommendations intended to serve as a beginning point for a revised policy framework to address significant issues raised by the U.S. government's engagement in Big Data efforts.
The Digital Government landscape is continuously changing to reflect how governments are trying to find innovative digital solutions to social, economic, political and other pressures, and how they transform themselves in the process. Understanding and predicting such changes is important for policymakers, government executives, researchers and all those who prepare, make, implement or evaluate Digital Government decisions. This article argues that the concept of Digital Government evolves toward more complexity and greater contextualization and specialization, similar to evolution-like processes that lead to changes in cultures and societies. To this end, the article presents a four-stage Digital Government Evolution Model comprising Digitization (Technology in Government), Transformation (Electronic Government), Engagement (Electronic Governance) and Contextualization (Policy-Driven Electronic Governance) stages; provides some evidence in support of this model drawing upon the study of the Digital Government literature published in Government Information Quarterly between 1992 and 2014; and presents a Digital Government Stage Analysis Framework to explain the evolution. As the article consolidates a representative body of the Digital Government literature, it could be also used for defining and integrating future research in the area.
We argue that the Obama Administration's Open Government Initiative blurs distinctions between e-democracy and e-government by incorporating historically democratic practices. now enabled by emerging technology. within administrative agencies. We consider the nature of transparency, participation. and collaboration. suggesting that these processes should be viewed as means toward desirable ends, rather than administrative ends in themselves, as they appear to be currently treated. We propose alternatively that planning OG initiatives be addressed within a "public value" framework. The creation of public value is the goal of public organizations; through public value. public organizations meet public goals with respect to substantive benefits as well as the intrinsic value of better government. We extend this view to OG by using the framework as a way to describe the value produced when interaction between government and citizens becomes more transparent. participative. and collaborative. i.e., more democratic.
Public sector managers take much of the responsibility for selecting, commissioning, implementing and realising benefits from information technology (IT) projects. However, e-Government initiatives often suffer from complexity, vision failure, lack of goal clarity and insufficient commitment. These problems may stem from value traditions that are deeply ingrained in managers' cultural environments but not always in harmony with each other. A first step towards working with value complexity is to understand it; we synthesise a model of value positions for e-Government derived from major traditions in the public administration literature. Four value positions relevant to e-Government together with their IT assumptions are identified; they reflect the ideals of professionalism, efficiency, service and engagement. A qualitative investigation of Danish local authority managers displays both value congruence and value divergence. The interpretive study results in a theoretical model that combines value positions and relationships, and the model's implications for researchers and practitioners in focusing successful e-Government initiatives are outlined.
As technological advances in data gathering, processing, and management continue, our ability to move from an information society to a "smart" society will increasingly rely on improvements and expansion in technical, organizational, and other aspects of e-government interoperability. The first Web extra at http://youtu.be/sdf8hz7ccbg is a video clip in which guest editor Francisco Falcone expands on the opportunities and challenges of e-government operability. The second Web extra at http://youtu.be/SqJkonPDZHk is a video clip in which guest editor Carlos E. Jiménez speaks in Spanish about the opportunities and challenges of e-government operability.
Many cities are focused on becoming "smarter". They are exploring the power of information and communication technologies (ICTs) to become more efficient, effective, transparent, accountable and sustainable. However, there has not been a systematic effort to understand such city-level initiatives and the role they play in making cities smarter. A new global research partnership, Smart Cities and Smart Governments: A Research Practice Consortium, has been formed around an international network of researchers interested in theoretical and practical issues related to smart cities and smart governments. This workshop will offer an opportunity to learn about smart cities and smart government initiatives world-wide as well as to explore emerging concepts and frameworks being used by Consortium members. The workshop will also provide the opportunity to share related knowledge and experiences among all participants.
In this article, based on data collected through interviews and a workshop, the benefits and adoption barriers for open data have been derived. The results suggest that a conceptually simplistic view is often adopted with regard to open data, which automatically correlates the publicizing of data with use and benefits. Also, five “myths” concerning open data are presented, which place the expectations within a realistic perspective. Further, the recommendation is provided that such projects should take a user's view.
Governments from all over the world are looking for ways to reduce costs while at the same time to stimulate innovation. While pursuing both objectives, governments face a major challenge—to operate in a connected environment, engage stakeholders and solve societal problems by utilizing new methods, tools, practices and governance models. As result, fundamental changes are taking place on how government operates. Such changes are under the larger umbrella of ‘lean government’ (l-Government). Lean government is a new wave which is appearing as a response to traditional approaches—like electronic government (e-Government) and transformational government (t-Government), and aims at reducing the complexity of the public sector by simplifying and streamlining organizational structures and processes, at the same time at stimulating innovation by mobilizing stakeholders. In l-Government, public organizations introduce platforms facilitating innovation and interactions with other public organizations, business and citizens, and focus on their orchestration role. Experimentation, assessment and gradual improvement based on user requirements are key factors for realizing l-Government.
Electronic Governance (EGOV) research studies the use of Information and Communication Technologies to improve governance processes. Sustainable Development (SD) research studies possible development routes that satisfy the needs of the present generation without compromising the ability of the future generations to meet their own needs. Despite substantial progress in advancing both domains independently, little research exists at their intersection — how to utilize EGOV in support of SD. We call this intersection Electronic Governance for Sustainable Development (EGOV4SD). This paper: 1) proposes a conceptual framework for EGOV4SD, 2) proposes EGOV4SD research assessment framework and 3) applies both frameworks to determine the state of EGOV4SD research. The main contribution of the paper is establishing a foundation for EGOV4SD research.
Local governments play an important role in moving forward towards the vision of a connected and responsive e-government. This research develops a set of evaluation criteria for evaluating local council's websites. By examining the current status of the local government websites, this research provides an overview of the level of sophistication of the e-local government development in Australia. The local governments in Australia have not developed truly sophisticated e-government services. The majority of the local government websites are primarily informational and they provide one way communication of information from government to citizens.To identify the factors affecting the level of sophistication of local council's websites, a single case study approach is employed in this research. Top leadership support and management capacity and organisational and technical challenges are considered important for e-government development. User-centric website design and bridging the digital divide also play a role in the successful implementation of e-government.
The rapid growth of internet usage enable the government agencies to put a wide range of services online for the use of citizens but the value of these e-service applications are still under research. Despite the increasing research on Service Dominant (S-D) logic and co-creation of value in marketing, few researchers applied the process to government e-service applications. Customers are no longer ordinary user of service but fully ready to collaborate with service provider to co-create value. The foundational premise (FP6) of service dominant logic lay much emphasis that customer is always a co-creator of value therefore, there is a growing need to integrate customer and understand how both parties interact together to co-create value. In order to provide another perspective, this study explores the co-creation of value in the context of government e-service delivery. In this paper, the authors firstly reviewed the concept of value co-creation from service dominant logic perspective in order to gain understanding and managing value co-creation process. We then proposed a conceptual framework to explore value between service provider and the customer when they engage in service use. Based on this conceptual framework, both service provider and customer were placed at the same level of importance as co-creator of mutual value.
Many governmental organizations are changing their service channel management strategies to multi-channel management. However, very few empirical studies exist that explore how these multi-channel strategies should be shaped. In this article we test a number of hypotheses on citizens' channel use behaviour and the determinants of this behaviour. Further, we take into account the differences between citizens with and without a personal computer. In our conclusions we call for multi-channel strategies that do not only incorporate the features of service channels and the front—back office integration, but also deal with personal characteristics and task characteristics. Further, digital divide issues still influence channel usage by citizens, so it is necessary to keep all channels open for citizens. Finally, our study reveals that multi-channelling is a very complex subject on which research is still in its infancy.
Points for practitioners
• Multi-channel management may benefit most from channel integration.
• Channels have different characteristics that render them suitable for different (parts of) services.
• Computer `have-nots' still rely on traditional service channels, so these should remain accessible.
Government agencies are increasingly using social media to connect with those they serve. These connections have the potential to extend government services, solicit new ideas, and improve decision-making and problem-solving. However, interacting via social media introduces new challenges related to privacy, security, data management, accessibility, social inclusion, governance, and other information policy issues. The rapid adoption of social media by the population and government agencies has outpaced the regulatory framework related to information, although the guiding principles behind many regulations are still relevant. This paper examines the existing regulatory framework and the ways in which it applies to social media use by the U.S. federal government, highlighting opportunities and challenges agencies face in implementing them, as well as possible approaches for addressing these challenges.
It is possible to view the New Public Management as nothing more than the public management equivalent of a cake recipe, a set of practices that can be readily transferred from one culture and one political system to another. If such is the case, then discussions of principles and paradigms are academic; it is necessary only to identify best practices. It will then be up to politicians to realize that they have only to open the book, follow the instructions, and reap the rewards. However, even within the Oecd countries such a possibility is not plausible. Within Europe, there are substantial differences in the political and cultural traditions of Oecd countries. And diversity within the Oecd goes beyond to include Mexico, Japan and Korea but also the former communist countries of Hungary, the Czech Republic and Poland. Since the applicability and effectiveness of New Public Management concepts will vary considerably from one country to another, we are left with a considerable challenge: How might we apply these concepts to new settings?