Customer agility and responsiveness through big data analytics for public value creation: A case study of Houston 311 on-demand services |
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| Affiliation: | 1. School of Computing and Information Technology, Faculty of Engineering and Information Sciences, University of Wollongong, Australia;2. Department of Public Administration, College of Public Policy, The University of Texas at San Antonio, United States;1. Center for Technology in Government, SUNY Albany, 187 Wolf Rd., Suite 301, Albany, NY 12205, United States;2. Institute of Public Administration, Information Technology Sector, P O Box 205, Riyadh 11141, Saudi Arabia;1. School of Computing and Information Technology, Faculty of Engineering and Information Sciences, University of Wollongong, Wollongong, NSW 2522, Australia;2. Department of Public Administration, The University of Texas at San Antonio, 501 W. César E. Chávez Boulevard, San Antonio, TX 78207-4415, USA;1. Department of Digitalization, Copenhagen Business School, Howitzvej 60, 2000 Frederiksberg, Denmark;2. Lab for Digital and Mobile Governance, School of International Relations and Public Affairs, Fudan University, 220 Handan Road, Shanghai 200433, China;1. Department of Public Administration, Myongji University, Seodaemoongu, Geobookgolro 34, Seoul 120-728, South Korea;2. Center for Technology in Government, University at Albany, SUNY, 187 Wolf Road, Suite 301, Albany, NY 12205, USA;1. University of Konstanz, Germany;2. Wuhan University, China;3. University of Maryland, USA |
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| Abstract: | A theoretical framework for big data analytics-enabled customer agility and responsiveness was developed from extant IS research. In on-demand service environments, customer agility involves dynamic capabilities in sensing and responding to citizens. Using this framework, a case study examined a large city government's 311 on-demand services which had leveraged big data analytics. While we found the localized big data analytics use by some of the 22 departments for enhanced customer agility and on-demand 311 services, city-wide systemic change in on-demand service delivery through big data analytics use was not evident. From the case study we identified key institutional mechanisms for linking customer agility to public value creation through 311 services. We posit how systemic use of big data analytics embedded into critical processes enables the government to co-create public values with citizens through 311 on-demand services, indicating the importance of creating a culture of analytics driven by strong political leadership. |
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