Digital government transformation: a case illustrating public e-service development as part of public sector transformation
conference paper
Digital government is often seen as an enabler or even driver of transformation of public administration, with the objective of creating public value. Such transformations are complex, requiring a long process of change; often, digitalization of public services is seen as the main means to this end. We investigate how digitalization of public services can be related to public sector transformation, and how this development can be linked to public value. In order to do so, this paper first conceptualizes digital government enabled transformation based on literature. Thereafter, we present an empirical example of public e-service development in Sweden. This case illustrates how e-service development can highlight shifts in societal values, and challenges that follow when trying to sustain changing societal values. Our findings suggest that in order to sustain transformation and (changing) public value, multiple processes of change and redesign need to be in place, not only of the organisational processes involved, but also of regulatory and institutional aspects, such as changes to the law and in the discretion and work practice of public officials.
TNO Identifier
820476
ISBN
9781450365260
Source
Proceedings of the 19th Annual International Conference on Digital Government Research, governance in the data age, 30 May - 1 June 2018, Delft, The Netherlands
Publisher
ACM Press
Article nr.
a38
Source title
ACM International Conference Proceeding Series
Editor(s)
Hinnant, C.C.
Zuiderwijk, A.
Zuiderwijk, A.
Collation
6 p.
Files
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