Government Services and Information Minitrack

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Improvements in technology have a significant impact on the way government agencies interact with their constituents. This mini-track seeks research papers and practitioner reports addressing citizens' expectations and acceptance of e-government services across government levels and branches, success factors for e-government services development and implementation, value assessments of e-government services, and methodologies, techniques, and tools for service composition. We are particularly interested in the characteristics, development, implementation, uses, and evaluation of e-government services and systems. E-government services pose numerous challenges in terms of interoperability of services, design of services, optimization of process chains, identification and assessment of the value-chain of services, cross-organizational service chains, workflow support of e-services, integration of internal IT support, G2G and G2C e-services, outsourcing of services, digital preservation, electronic records management, etc. Research to guide the development, management and evaluation of e-government services is in great demand in this important and rapidly growing domain.

Topics include, but are not limited to:

  • E-services for an aging population
  • IT development and project management in the public sector
  • Citizens' expectations and acceptance of e-government services across government levels and branches
  • Success factors for e-government services development and implementation
  • Value assessment of e-government services
  • Methodologies, techniques, and tools for service composition
  • E-government services provision in developing countries
  • Comparative and/or trans-national e-government services
  • Trust perception of the e-government services, and trust dynamics among individuals, groups, and organizations in the value chain of service provision
  • Challenges and/or recommendations for increasing citizen trust of e-government
  • Impacts of e-government services
  • Political, legal, organizational, and technological barriers to e-government diffusion
  • Opportunities and challenges of e-government mobile services
  • Business process analysis, value-chain analysis and change requirements for e-government services
  • IT-based procedures, workflow support, protocols, and schemes used for government services
  • Historical assessment of e-government services
  • Access to governmental documents and records, including legal, policy, and technical implications, program models, and case studies
  • Electronic record management and archiving standards
  • Case studies on innovative services in various branches of the public sector, such as e-services in the administrative, judicial, executive, defense, health care, education, etc.
  • Service modeling, optimization and analysis
  • E-services in public libraries
  • E-government and the arts

Minitrack Co-Chairs:

Ludwig Christian Schaupp (Primary Contact)
West Virginia University

Jay P. Kesan
University of Illinois at Urbana Champaign

Luis F. Luna-Reyes
University at Albany, SUNY


Recent Submissions

Now showing 1 - 6 of 6
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    Value Assessment of e-Government Service from Municipality Perspective
    ( 2017-01-04) Jussila, Jari ; Sillanpää, Virpi ; Lehtonen, Timo ; Helander, Nina
    Value assessment of e-government services remains a challenging task. In this study, we apply a value creation model of electronic business and value for money assessment approach of e-government service in an attempt to better understand value creation from the municipality perspective. By conducting semi-structured interviews and analysis of e-government service data we investigate how digital service creates value in public services focusing on the municipality perspective. We present the identified sources of value and the indicators of value that could be derived from the analysis of data from the service. We discuss the complementary findings from performing value assessment using e-commerce and e-government models, the limitations of conducting value assessment of e-government services and performing financial analysis, and conclude with directions for future research. \
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    The Same but Still Different: Forms in E-Government
    ( 2017-01-04) Scholta, Hendrik
    Forms are essential artifacts of government service delivery to transmit information between the customer and the government. However, customers perceive forms as too complex. Since the complexity of a system is influenced by the diversity of its components, this paper’s main contribution is the identification of characteristics of forms and their components that drive the diversity of different forms. For this purpose, we evaluate a set of 69 forms of 27 German municipalities according to various criteria. The results reveal that different partitions of forms in subparts, varying sets of presented and requested data, different element types and varying captions for equal elements drive the complexity of current government forms. On the contrary, orders of elements are similar across the forms at hand.
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    e-Government for all – Norm-critical Perspectives and Public Values in Digitalization
    ( 2017-01-04) Wihlborg, Elin ; Hedström, Karin ; Larsson, Hannu
    There are hopes that e-government will bring many benefits, including efficiency, democratization, participation, and emancipation of citizens. However, despite some evidence that supports these claims there are also cases that digitalization can exclude citizens and build new barriers. This is a special challenge for already disadvantaged groups falling outside the norms. In this study we approach the notion of a norm-critical perspective in relation to e-government through a review of literature in combination with action research oriented workshops. From this we conclude that there is a need for more norm-critical perspectives in research on e-government, as most research today focuses on socio-economic digital-divide issues. We also show that it is difficult for involved actors to see beyond the norms and be norm-critical since the norms are embedded into the practices, which in this case, e-government has developed and used.
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    Co-design for Government Service Stakeholders
    ( 2017-01-04) Bell, David ; Nusir, Muneer
    Digital services continually evolve to support a growing diversity of users with numerous and varying internet-enabled devices. The diversity and ambition of digital services is motivated in part by new technology, channels and users within internet enabled smart environments. To address this growing fluidity a co-design approach has been developed that focuses on Government to Citizens (G2C) e-services. Co-design tools and methods are able to maximize opportunities for communicating and collaborating with varied and diverse user groups. A novel G2C e-Service co-design framework is constructed with mechanics for understanding stakeholder requirements and providing them with an active role throughout the design process. This paper presents a co-design approach with tools and methods that supports wider user participation. \ \ The repertory grid technique is used to uncover design process constructs from a diverse group of stakeholder– service users, intermediaries (service interface) and service providers. These constructs are then used to extend the Double Diamond framework before operationalization using Business Process Modelling Notation (BPMN). The conclusions and contributions drawn from this research paper are expected to benefit researchers, by providing user centric theory to e-Government service design process, and practitioners, with a systematic framework for supporting the collaboration among stakeholders better design of G2C e-services.
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    A Conceptual Framework for Evaluating E Government Systems Success: A Service Ecosystem Approach
    ( 2017-01-04) Sterrenberg, Gary
    Despite billions of dollars invested in e-government systems annually, the degree to which these systems deliver public value varies widely. It is posited that traditional means of evaluating these systems overlook important value measures needed to support effective use and ultimate success of e-government. This paper develops a conceptual framework grounded upon Service Dominant Logic to provide a perspective for evaluating these systems. Based on this framework, it is argued that value is created at the intersection of service exchange and that this value is additive across the broader service system within which exchange takes place – the service ecosystem. The contribution of the framework is to assist governments in making complex information system portfolio investment decisions.
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    Introduction to Government Services and Information Minitrack
    ( 2017-01-04) Schaupp, Ludwig Christian ; Kesan, Jay ; Luna-Reyes, Luis