Electronic services in the public sector: A conceptual framework

Electronic services provided by governmental organizations, here referred to as public e-services, are frequently discussed in the e-government literature. There is, however, little consensus on the meaning of the concepts used to describe and discuss these e-services, and hence, the literature is full of synonymous terms and concepts. This paper is conceptual and presents efforts to understand e-services in the public sector domain by unpacking the public e-service concept into three dimensions; as being (1) a service, (2) electronic, and (3) public (as contrasted to being private). Based on a hermeneutic analysis, these dimensions are discussed in a number of combinations, illustrating that a multi-dimensional take on public e-services must be adopted in order to capture the complexity of governmentally supplied e-services and contribute to theory development, as well as practical utility.     

Critical factors for evaluating the public value of e-government in Sri Lanka

This paper aims to identify the critical factors for evaluating the public value of e-government in Sri Lanka from the perspective of the delivery of public services and the efficiency of public organizations. To fulfill these aims of the study, a conceptual framework is developed based on a comprehensive review of the related literature by considering the delivery of public services and the efficiency of public organizations. With the collected survey data from Sri Lanka, the conceptual framework is empirically tested and validated by performing a confirmatory factor analysis using structural equation modeling. The study shows that the delivery of quality information and services, user-orientation of information and services, efficiency and responsiveness of public organizations, and contributions of public organizations to the environmental sustainability are the critical factors for evaluating the public value of e-government in Sri Lanka. As the first study in examining the critical factors for evaluating the public value of e-government in Sri Lanka, the findings of the study would be of practical significance to the continuous development of e-government in Sri Lanka and other countries in the world.     

The regulation of diffusion of public sector information via electronic means: Lessons from the Spanish regulation

Transparency is one of the main challenges for public administrations in the information society to bring the public administrations closer to citizens and finally, to improve their democratic legitimacy. The article focuses on new tools to regulate the diffusion of public sector information and it also contributes some elements which will improve it. This analysis will be done, firstly by examining the various regulations approved in Spain on the diffusion of public sector information through electronic means. In particular, the scope of the Spanish e-Government Act will be analyzed in relation to the diffusion of public sector information through electronic means. Finally, some landmarks will be proposed which can serve to guide the formulation of new regulations on the use of electronic means for diffusing public sector information not only by Spanish public authorities but also by other authorities who intend to pass a regulation in this field to improve transparency.     

Broadband for public libraries: Importance,issues, and research needs

U.S. public libraries provide free public internet services to the communities that they serve, but require robust, high-speed broadband internet connections to continue meeting public demands. The 2008–2009 Public Library Funding & Technology Access Study (PLFTAS) illustrates challenges that public libraries encounter in achieving broadband connectivity and equipment upgrades, and maintaining acceptable levels of services as they meet continually increasing internet-enabled service demands. This article: 1) analyzes the ability of public libraries to serve as a community-based public internet access point in the context of limited funding and access to telecommunications services and equipment; 2) discusses key policy issues that affect the provision of public library internet-enabled services through broadband; 3) provides recommendations for policy makers to include libraries as part of a larger national-level telecommunications policy; and 4) identifies a number of topics and issues that need further investigation and research in this shifting policy environment.     

Trust and transformational government: A proposed framework for research

This paper examines the concepts of trust and transformational government, both of which have been the subject of increasing attention in recent times. It explores what trust and transformation mean, or could mean, for government, governance and public administration and whether transformational government is just a feel-good phrase or a genuinely new departure. As part of this, the question of what precisely is being, or could be, transformed is examined. The results of this examination suggest that the expectation that technology-enabled change has the ability to increase citizen trust, thereby transforming government may be too high, but that more research is needed. A framework for such research is proposed.     

Crowdfunding public projects: Collaborative governance for achieving citizen co-funding of public goods

This study explores the potential of crowdfunding as a tool for achieving “citizen co-funding” of public projects. Focusing on philanthropic crowdfunding, we examine whether collaborative projects between public and private organizations are more successful in fundraising than projects initiated solely by private organizations. We argue that government involvement in crowdfunding provides some type of accreditation or certification that attests to a project's aim to achieve public rather than private goals, thereby mitigating information asymmetry and improving mutual trust between creators (i.e., private sector organizations) and funders (i.e., crowd). To support this argument, we show that crowdfunding projects with government involvement achieved a greater success rate and attracted a greater amount of funding than comparable projects without government involvement. This evidence shows that governments may take advantage of crowdfunding to “co-fund” public projects with the citizenry for addressing the complex challenges that we face in the twenty-first century.     

ICT,public values and transformative government: A framework and programme for research

Many adjectives are used in the context of transforming government including making it more open, transparent, participative, agile, responsive and so forth. Most, if not all, of these adjectives are either in themselves public values or reflect one or more underlying public values. This paper examines the relationship between information and communications technology (ICT), transformative government and such public values and proposes a framework for further research. A study of the literature on public values is used to develop a typology of public sector values likely to be affected by ICT. This impact is examined for a number of these values. For others hypotheses about the impact of ICT on other values are then posited. It is argued that ICTs can and do have transformational impacts on public values, though not always for the better, concludes that values are a potential powerful lens for considering such impacts and sets out a programme of research into these relationships.     

The small group subtlety of using ICT for participatory governance: A South African experience

The greater number of government efforts to stimulate participative governance in communities using Information and Communication Technology (ICT) often fall short of expectations. In South Africa extending e-government to communities has been in the form of more and/or better equipped ICT-enabled community centres, called Thusong Service Centres. In this paper, based on action research experiences, we report outcomes of interpretive research into ICT-enabled approaches to participative governance in communities. Using the Diffusion of Innovations theory as an analytic lens, the findings reveal a subtlety that is not often mentioned in the call for participative e-governance; people from communities prefer to work in groups rather than individually. The collectiveness inclination is a common denominator of many developing countries where people choose to come together to leverage the few available resources. Individuals become apprehensive when made to work on their own using the ICT. The research reveals the necessity to re-design ICT to suit small groups as part of participative e-governance rather than the normative ICT design that suits individual work styles. Additionally, the research reveals that by working in groups, communities are more willing to accept the government initiatives that are being energised with the use of ICT. Methodologically, the research revealed the ethical issue that arises from action research in its raising of unrealistic expectations in a community.     

Close encounters of the digital kind: A research agenda for the digitalization of public services

This paper contributes to e-government research by presenting a review and discussion on how digitalization of public services has affected the interaction between citizens and government. We argue for a conceptualization and critical reflection on the nature of the underlying interaction between citizens and public officials - the public encounter - that digital public services are developed to support. We apply a qualitative and hermeneutic approach and illustrate that digital public services change public encounters concerning when, where, and how interactions occur, what each actor does, and the skills required of them. By relating these changes to emerging digital technologies (e.g. data mining, machine learning, sensor technology, and service automation), we illustrate that while these new technologies carry the potential to further digitalize service provision and fulfill the democratic goals of digital government, authorities can apply the same technology to restrict, control, and surveil citizens. Based on a critical discussion on what digitalization might entail for society, we identify problem areas arising from this development and propose a research agenda for understanding this phenomenon further. We raise questions and ethical concerns regarding accountability and reskilling of citizens and public officials as public service provision becomes citizen self-service.