Proactivity in digital public services: A conceptual analysis

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.     

Exploring the interrelationships between technological predictors and behavioral mediators in online tax filing: The moderating role of perceived risk

This study investigates the interrelationships between technological predictors and behavioral mediators in explaining users' continuance intention for online tax filing. Building on information systems (IS) success and IS continuance literature, this study proposes an extended conceptual framework by adding perceived functional benefit (PFB) as mediating, perceived risk as moderating, and demographic characteristics as control variables. The data collected, through a web-based survey, from 409 users of e-tax services in an emerging economy are analyzed through covariance-based structural equation modeling. Results confirm that PFB, confirmation of expectation, and satisfaction are the major antecedents of continuance intention for e-tax filing. The study also finds the evidence for the indirect effects of IS success factors on continuance intention through such antecedents. In addition, results suggest that the relationships between PFB and satisfaction as well as between PFB and continuance intention are contingent on the users' levels of perceived risk. The study concludes with the useful implications for academicians and policymakers in the context of an emerging economy.     

A taxonomy for proactive public services

In light of the increasing importance of citizen-centricity in public services, one approach technologically advanced public organizations take is to integrate proactivity into their services. Scholars agree with the potential for proactivity in public services and study some aspects of the topic, and some publications deal with the concept of proactivity itself. However, opinions regarding the characteristics of proactive public services diverge in both research and practice, and despite—or maybe because of—the growing body of research, the literature still lacks conceptual clarity. We address this issue by developing a taxonomy for proactive public services using Nickerson, Varshney, and Muntermann's (2013) taxonomy-development method. Using eight empirical and conceptual iterations that draw on a structured literature review, two semi-structured interviews, investigation of 67 real-world objects, and an evaluation with nine potential users, we propose a taxonomy of eight dimensions and 23 characteristics. The outcome of this work enriches scientific knowledge about digital government by detailing the concept of a proactive public service and serving as a basis for further research. Moreover, practitioners can be inspired by the 23 characteristics of proactive public services to identify possible next steps in the design of their services, such as determining which proactive public services are feasible and in what form. In addition to the taxonomy, our collection of 67 practical examples of proactive public services from a variety of countries contributes to digital government research and practice.     

COBRA framework to evaluate e-government services: A citizen-centric perspective

E-government services involve many stakeholders who have different objectives that can have an impact on success. Among these stakeholders, citizens are the primary stakeholders of government activities. Accordingly, their satisfaction plays an important role in e-government success. Although several models have been proposed to assess the success of e-government services through measuring users' satisfaction levels, they fail to provide a comprehensive evaluation model. This study provides an insight and critical analysis of the extant literature to identify the most critical factors and their manifested variables for user satisfaction in the provision of e-government services. The various manifested variables are then grouped into a new quantitative analysis framework consisting of four main constructs: cost; benefit; risk and opportunity (COBRA) by analogy to the well-known SWOT qualitative analysis framework. The COBRA measurement scale is developed, tested, refined and validated on a sample group of e-government service users in Turkey. A structured equation model is used to establish relationships among the identified constructs, associated variables and users' satisfaction. The results confirm that COBRA framework is a useful approach for evaluating the success of e-government services from citizens' perspective and it can be generalised to other perspectives and measurement contexts.     

Electronic administration in Spain: From its beginnings to the present

This study presents the basic lines of electronic administration in Spain. The complexity of the Spanish political-administrative system makes such a study challenging, in view of the considerable degree of autonomy and competences of the regional administrative bodies and local agencies with respect to the central government, the former being more visible in the 17 regions of Spain. Nonetheless, the central government maintains a series of legal instruments that allow a certain common framework of action to be imposed, aside from what is put into effect through diverse programs aimed precisely to develop common tools for the regions and municipalities of Spain. After an introduction that provides some necessary background, this study describes the legislative framework in which Spain's electronic administrative system has developed. The data included in the study refer to investment in information and communication technologies (ICT) and the services offered by the different Administrations on the internet; internet access by citizens, homes, businesses, and employees, as well as the interactivity existing with administrations by means of the internet; the origins and rise of various political initiatives of the Central Government involving electronic administration; and finally, the situation of civil service personnel, as catalysts of the success of Information Society in the Public Administration within Spain.     

Social reference: Toward a unifying theory

This article addresses the need for a theoretical approach to reference research and specifically concentrates on a lacuna in conceptual research on social reference. Social reference refers to online question answering services that are provided by communities of volunteers on question and answer (Q&A) sites. Social reference is similar to library reference, but at the same time, it differs significantly from the traditional (and digital) dyadic reference encounter; it involves a collaborative group effort and uses wikis and other Web 2.0 infrastructure. This article proposes a sociotechnical framework to analyze, evaluate, and understand social reference that relies on a systems approach to the reference encounter, combined with an input–process–output (IPO) approach to virtual group work. The framework also accounts for the collaborative process of question answering and the interplay between technology and users in their contexts.     

FOI in transition: A comparative analysis of the Freedom of Information Act performance between the Obama and Trump administrations

FoIA is an important marker of transparency and the flow of government information in a democracy. Stakeholders such as the news media have been critical of how government policies affect access to that information. In this context, this study systematically analyzed the Freedom of Information Act (FoIA) performances between the Obama and the Trump administrations regarding the efficiency and disposition of requests, appeals processing and success, staff workload, processing fees, and the use of exemptions. Data indicate that the Trump administration underperformed in the processing of requests, the release of records, and it has accelerated the use of exemptions to deny requests. There was also no marked improvement over the previous administration in performance among other parameters. The study affirms prior results that indicate that FoIA performance is explained better by legacy, and some trends transcend administrations. The study also addresses the methodological problems with FoIA data and suggests remedies for scholars.     

一种面向语义WEB的数字图书馆框架

由于目前的数字图书馆系统对用户信息需求缺乏知识级支持,文章提出一种新型的语义Web环境下的数字图书馆模型,这是一个本体驱动基于代理的系统框架。它通过本体为基础的概念级支持,将传统索引和搜索方案中基于关键词的方式扩展到基于知识的方式。同时对这种新型数字图书馆框架的组成和实现的关键技术进行了讨论。     

Defining digital transformation: Results from expert interviews

Digital transformation approaches outside the public sector are changing citizens' expectations of governments' ability to deliver high-value, real-time digital services. In response to the changing expectations and triggered by supranational agreements, governments are changing their mode of operation to improve public service delivery, be more efficient and effective in their designs, and achieve objectives such as increased transparency, interoperability, or citizen satisfaction. However, beyond the availability of consultancy reports, there is little systematic insight into the way that public administrators themselves are currently defining digital transformation in their own day-to-day practices, how they are approaching digital transformation projects, and what their expected outcomes are. We provide an empirically-based definition of digital transformation derived from expert interviews and develop a conceptual framework with reasons for, processes to, and expected outcomes of digital transformation in the public sector.     

Continual usage intention of platform-based governance services: A study from an emerging economy

Several emerging economies have embarked on a path of digitization to provide lean governance through platform-based applications. Platforms and ecosystems can play vital roles in the proliferation of technologies, which can facilitate a digital transformation of society aimed at equitable and efficient service delivery to citizens. Despite being innovative, citizen-centric, and citizen-inclusive, such platforms has been observed to be rare in emerging economies. Our study assesses the factors that lead to the intention to continue to use these platforms, with the objective of establishing a revised approach to better governance through these platform-based services. A conceptual framework is proposed, based on an integration of various models, and tested using primary data from citizens subscribing to platform-based government services. The results indicate that a continuous availability of such services has better predictive power for the continual-use intention. A unique contribution of the study worth highlighting is the significance of the factor, “sovereign structural assurance,” a pre-requisite for strengthening the degree of control. Based on this study's findings, it is recommended that platforms should invest in controls for structural assurance. These interventions can serve as contrivances that create a sustainable model for such services. A successful convergence of the factors would accelerate the government services by transforming the public service landscape.     

Are determining factors of municipal E-government common to a worldwide municipal view? An intra-country comparison

The implementation of E-government aims at simplifying and improving the transactions between public administrations and their users or customers. The objective of this study is to analyze whether the factors behind the level of development of E-government among municipalities of a specific country are common to the improvement of digital administration in the largest municipalities from 81 countries worldwide. While previous studies provide evidence that municipalities from the same country, mainly those governed by left-wing parties, focus on differentiating themselves in the content of their Web sites, our findings emphasize that internationally, in the most important municipalities worldwide, all the political parties attempt to promote the development of a dynamic and participatory E-government.     

DS/DH Start-Ups: A Library Model for Advancing Scholarship through Collaboration

ABSTRACT

Not all digital scholarship or digital humanities centers are created equal. Some focus on service, while others conduct research and analysis or are more experimental with research and development applications. All of these usually claim an important component of collaboration, whether that is the sharing of ideas, resources, tools, or staff expertise. However, collaboration is often talked about but not practiced, whether in the library or across campus. This article highlights how cross-campus collaboration is not just a phrase but an underlying foundation for the development and success of a digital scholarship lab at Middle Tennessee State University (MTSU). The start-up framework includes defining digital scholarship, leadership roles, steps to success, investing in partnerships, and the foundational documentation that has led to the successful establishment of the library as the digital scholarship hub of the university.     

模型分析:用户偏好对数字图书馆建设的影响

数字图书馆建设能否取得成功,很大程度上取决于用户对其服务的选择意向。在用户服务系统外部性条件下,受用户偏好影响,那些率先达到临界用户规模的数字图书馆才能步入自我强化的良性循环。     

Governance in the digital age: A research and action framework for an uncertain future

Research into relationships among government, society and technology has grown substantially over the past 30 years. However, most research and most advances in practice address narrowly defined categories of concern such as government organization, citizen services, interoperability, or personal privacy. By contrast, the future presents complex and dynamic challenges that demand a more holistic and flexible perspective, including consideration of what constitutes an appropriate infrastructure for continued development of government and governance in the digital age. This paper outlines a conceptual framework for considering the future, drawn from a stakeholder-driven investigation into potential scenarios of society and government. The framework reflects a dynamic socio-technical system encompassing interactions among societal trends, human elements, changing technology, information management, interaction and complexity, and the purpose and role of government.     

Internet Resources for Taxation

ABSTRACT

Current and reliable tax information is important to nearly every adult in the United States. Individual taxpayers, business owners, persons planning for their financial future, and employees of legal and tax-related fields all require accurate taxation information. This article is a selective, annotated guide to major U.S. taxation resources on the Internet. It includes official governmental Web sites; meta sites; resources for state and local taxation information; professional organizations and associations; news; tax reform sites; and sites designed for personal financial planning. Finally, there is coverage of several major commercial products from major tax information providers.     

Varying criticality of key success factors of national e-Strategy along the status of economic development of nations

Many studies mention the importance of national e-Strategy as it is a vital contributing factor for ICT-enabled development. However, it is difficult to find a conceptual framework that suggests how the national e-Strategy should be defined and applied by the target country. This creates more confusion for policy makers. This paper reviews previous research on national e-Strategies to recognize its significance as a major contributing factor. Based on that, this research defines the critical success factors of national e-Strategy and investigates the possibility of prioritizing factors by the scale of economy through a Delphi survey. By reviewing the evaluated status of e-Readiness and co-relating the evaluation with economic status, we may further investigate the significance of the digital divide and national e-Strategy. The outcome of this research may be applicable in differentiating critical success factors from general ingredients of National e-Strategy.     

一种基于元搜索引擎的数字图书馆互操作解决方案

实现数字图书馆互操作的一个主要目的就是跨越异构、分布式数字图书馆的馆藏发现有用的信息 ,并向用户提供统一、透明的服务。本文首先介绍元搜索引擎的概念、结构模型及工作原理 ,在此基础上 ,提出一种基于元搜索引擎的数字图书馆互操作框架 ,并给出了基于该框架实现的一个原型系统。与相关研究工作相比 ,该方案对参与互操作的数字图书馆没有任何约束 ,具有较好的可扩充性     

Mandatory provisioning of digital public services as a feasible service delivery strategy: Evidence from Italian local governments

Several governments are actively encouraging their administrations to deliver public services exclusively through digital channels. This strategy consists of putting in place a series of complex and specific actions that bring into play numerous actors, to ensure that users are willing to accept digital channels and that weaker users are not disadvantaged. Although this strategy is being increasingly adopted in various countries, scholars have scarcely begun to explore its logic. This research explores how to define a service delivery strategy that forces users to adopt digital channels. Four in-depth case studies have been conducted on Italian local governments that started delivering their non-educational school services through digital channels alone. We found that a mandatory service delivery strategy is feasible when the starting point is to understand the users' characteristics, skills and behaviours and, as a consequence, whether they perceive the service as complex and/or ambiguous. With this in mind, public organisations can select the proper mix of channels for each category of users and combine their change in approach with behavioural-type interventions, i.e. by creating the right conditions to modify the users' behaviour.     

The rise of GovTech: Trojan horse or blessing in disguise? A research agenda

As GovTech solutions are steadily entering the public sector, they have yet to find their way into the mainstream literature. GovTech refers to socio-technical solutions – that are developed and operated by private organisations – intertwined with public sector components for facilitating processes in the public sector. GovTech solutions promise a superior customer journey for citizens and businesses compared to current government portals and front desks. GovTech solutions can be a blessing in disguise for governments struggling in their digital transformation journey, carrying the burden of public service innovation and replacing legacy systems with modern GovTech solutions. Yet, there are also concerns that GovTech solutions are a Trojan horse, exploiting the lack of technical knowledge at public agencies and shifting decision-making power from public agencies to market parties, thereby undermining digital sovereignty and public values. This paper develops a research agenda for GovTech based on a conceptual framework. This framework reveals four interrelated design areas for GovTech: institutional, governance, technical and human-centred design. Governments can employ the conceptual framework to further align and develop their strategies by focussing on GovTech governance, referring to the ability to manage the various interdependencies between the four design areas.