Digital government transformation: A case illustrating public e-service development as part of public sector transformation

Digital government transformation: A case illustrating public e-service development as part of public sector transformation

Lindgren, I.
van Veenstra, A.F.

Hinnant, C.C. (editor)
Zuiderwijk, A. (editor)

2018

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. © 2018 is held by the owner/author(s). 4TU. Center for Research Data; Digital Government Society; Emerald Publishing; IOS Press

Infostructures
Informatics
Information Society
Digital government
E-services
Public value
Transformation

http://resolver.tudelft.nl/uuid:27120a11-1718-433d-b623-9d4cdec8ac22

https://doi.org/10.1145/3209281.3209302

820476

Association for Computing Machinery

9781450365260

ACM International Conference Proceeding Series, 1-6

a38

conference paper