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Distel, B. & Lindgren, I. (2023). A matter of perspective: Conceptualizing the role of citizens in E-government based on value positions. Government Information Quarterly, Article ID 101837.
Open this publication in new window or tab >>A matter of perspective: Conceptualizing the role of citizens in E-government based on value positions
2023 (English)In: Government Information Quarterly, ISSN 0740-624X, E-ISSN 1872-9517, article id 101837Article in journal (Refereed) In press
Abstract [en]

Citizens are oftentimes the central unit of analysis in e-government research and treated as one of the stakeholders receiving the most benefits from public sector digitalization. Still, they are mostly described in generalterms, and it remains unclear what roles they can assume in relation to e-government. Different understandingsof the citizens’ role in e-government may impact research, because they entail different axioms mainly in relationto the technological frame for e-government but also for the citizens’ relationship to public sector organizationsin general. The aim of this article is to investigate and conceptualize the citizens’ role in e-government based onpublic value positions. We depart from Rose et al.’s (2015) framework of value positions for managing e-government. After reviewing and analyzing extensive research on e-government, we use this framework tocontribute a clarification of the citizens’ role in each value position. Our analysis shows that the ideal citizen isconceptualized differently across the four value positions; ranging from an external entity that should servicethemselves using digital self-services, to an engaged agent that should be actively involved in policy making andservice delivery. In addition to this new perspective on the citizens’ role in e-government, we contribute with anextension of the public value positions framework. The extended framework presented in this article makes thesedifferences visible and we discuss consequences of the citizens’ role in e-government for other dimensions of theframework. 

Place, publisher, year, edition, pages
Elsevier, 2023
Keywords
Digital public services; Citizen; User; E-government; Value position; Theory-building
National Category
Information Systems, Social aspects
Identifiers
urn:nbn:se:liu:diva-197831 (URN)10.1016/j.giq.2023.101837 (DOI)001125074900001 ()2-s2.0-85163777617 (Scopus ID)
Available from: 2023-09-17 Created: 2023-09-17 Last updated: 2024-01-17Bibliographically approved
Ubacht, J., Csáki, C., Danneels, L., Edelmann, N., Janssen, M., Kalampokis, E., . . . Zuiderwijk, A. (Eds.). (2023). EGOV-CeDEM-ePart-JP 2023Ongoing Research, Practitioners, Posters, Workshops, and Projects at EGOV-CeDEM-ePart 2023: Joint Proceedings of Ongoing Research, Practitioners, Posters, Workshops, and Projects at EGOV-CeDEM-ePart 2023co-located with the International Conference EGOV-CeDEM-ePart (EGOV-CeDEM-ePart 2023). Paper presented at EGOV-CeDEM-ePart-JP, Corvinus University of Budapest, September 4-7, 2023.. CEUR-WS
Open this publication in new window or tab >>EGOV-CeDEM-ePart-JP 2023Ongoing Research, Practitioners, Posters, Workshops, and Projects at EGOV-CeDEM-ePart 2023: Joint Proceedings of Ongoing Research, Practitioners, Posters, Workshops, and Projects at EGOV-CeDEM-ePart 2023co-located with the International Conference EGOV-CeDEM-ePart (EGOV-CeDEM-ePart 2023)
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2023 (English)Conference proceedings (editor) (Refereed)
Abstract [en]

The EGOV-CeDEM-ePart 2023 conference, or for short EGOV2023, is now in the sixth year of itsexistence after the successful merger of three formerly independent conferences, e.g., the IFIP WG 8.5Electronic Government (EGOV), the Conference for E-Democracy and Open Government Conference(CeDEM), and the IFIP WG 8.5 IFIP Electronic Participation (ePart). This larger, united conference is dedicated to a broad area of digital or electronic government, open government, smart governance, artificial intelligence, e-democracy, policy informatics, and electronic participation. Scholars from around the world have found this conference to be a premier academic forum with a long traditionalong its various branches, which has given the EGOV-CeDEM-ePart conference its reputation as the leading conference worldwide in the research domains of digital/electronic, open, and smart government as well as electronic participation.

Place, publisher, year, edition, pages
CEUR-WS, 2023
Series
CEUR Workshop Proceedings, ISSN 1613-0073 ; 3449
National Category
Information Systems, Social aspects
Identifiers
urn:nbn:se:liu:diva-197933 (URN)
Conference
EGOV-CeDEM-ePart-JP, Corvinus University of Budapest, September 4-7, 2023.
Available from: 2023-09-18 Created: 2023-09-18 Last updated: 2023-09-18
Lindgren, I., Csáki, C., Kalampokis, E., Janssen, M., Viale Pereira, G., Virkar, S., . . . Zuiderwijk, A. (Eds.). (2023). Electronic Government: 22nd IFIP WG 8.5 International Conference, EGOV 2023, Budapest, Hungary, September 5–7, 2023, Proceedings. Paper presented at 22nd IFIP WG 8.5 International Conference, EGOV 2023, Budapest, Hungary, September 5–7, 2023. Cham: Springer
Open this publication in new window or tab >>Electronic Government: 22nd IFIP WG 8.5 International Conference, EGOV 2023, Budapest, Hungary, September 5–7, 2023, Proceedings
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2023 (English)Conference proceedings (editor) (Refereed)
Abstract [en]

This book constitutes the proceedings of the 22nd IFIP WG 8.5 International Conference on Electronic Government, EGOV 2023, which took place in Budapest, Hungary, during September 5–7, 2023.The 28 full papers included in this book were carefully reviewed and selected from a total of 106 submissions. They were organized in topical sections as follows: Digital government; artificial intelligence, algorithms, and automation; open government and open data; smart cities, regions, and societies; innovation and transformation in government.

Place, publisher, year, edition, pages
Cham: Springer, 2023. p. 464
Series
Lecture Notes in Computer Science, ISSN 0302-9743, E-ISSN 1611-3349
National Category
Information Systems, Social aspects
Identifiers
urn:nbn:se:liu:diva-197934 (URN)10.1007/978-3-031-41138-0 (DOI)978-3-031-41137-3 (ISBN)978-3-031-41138-0 (ISBN)
Conference
22nd IFIP WG 8.5 International Conference, EGOV 2023, Budapest, Hungary, September 5–7, 2023
Available from: 2023-09-18 Created: 2023-09-18 Last updated: 2023-09-18
Janssen, M., Csáki, C., Lindgren, I., Loukis, E., Melin, U., Viale Pereira, G., . . . Tambouris, E. (Eds.). (2022). Electronic Government: 21st IFIP WG 8.5 International Conference, EGOV 2022, Linköping, Sweden, September 6–8, 2022, Proceedings. Paper presented at 21st IFIP WG 8.5 International Conference, EGOV 2022, Linköping, Sweden, September 6–8, 2022. Cham: Springer
Open this publication in new window or tab >>Electronic Government: 21st IFIP WG 8.5 International Conference, EGOV 2022, Linköping, Sweden, September 6–8, 2022, Proceedings
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2022 (English)Conference proceedings (editor) (Refereed)
Place, publisher, year, edition, pages
Cham: Springer, 2022. p. 580
Series
Lecture Notes in Computer Science, ISSN 0302-9743, E-ISSN 1611-3349
National Category
Computer Engineering
Identifiers
urn:nbn:se:liu:diva-195466 (URN)10.1007/978-3-031-15086-9 (DOI)978-3-031-15085-2 (ISBN)978-3-031-15086-9 (ISBN)
Conference
21st IFIP WG 8.5 International Conference, EGOV 2022, Linköping, Sweden, September 6–8, 2022
Available from: 2023-06-20 Created: 2023-06-20 Last updated: 2023-06-20
Lindgren, I., Madsen Østergaard, C., Rydén Höglund, H. & Heggertveit, I. (2022). Exploring Citizens’ Channel Behavior in Benefit Application: Empirical Examples from Norwegian Welfare Services. In: Luís Amaral, Delfina Soares, Lei Zheng (Ed.), Proceedings of the 15th International Conference on Theory and Practice of Electronic Governance: . Paper presented at ICEGOV 2022, October 04–07, 2022, Guimarães, Portugal (pp. 416-423). Association for Computing Machinery
Open this publication in new window or tab >>Exploring Citizens’ Channel Behavior in Benefit Application: Empirical Examples from Norwegian Welfare Services
2022 (English)In: Proceedings of the 15th International Conference on Theory and Practice of Electronic Governance / [ed] Luís Amaral, Delfina Soares, Lei Zheng, Association for Computing Machinery , 2022, p. 416-423Conference paper, Published paper (Refereed)
Abstract [en]

After more than a decade of intense digitalization of public service delivery in Scandinavia, scholars and public organizations wonder why many citizens still prefer to use traditional communication channels to interact with government. In this paper, we explore citizens' channel behavior when applying for public benefits from the Norwegian Labour and Welfare Administration (NAV). We break down the application process into separate actions to answer the research question: what causes citizens to use multiple channels in the benefit application process? Based on qualitative semi-structured interviews with frontline workers at NAV, we describe the process citizens undergo when they apply for benefits from NAV, the actions citizens perform, and the problems they experience, which cause them to contact NAV. Frontline workers are interviewed as these are knowledgeable experts on the application process who can give an aggregate account of the various problems citizens encounter. We contribute with empirical descriptions of how two benefit application processes play out in different ways and cause different channel behaviors. Analyses of this kind are important to supply new knowledge for the ongoing digitalization of public welfare service provision to enhance citizens' ability to successfully co-produce the service. Further, we offer contributions to research practice by illustrating how citizens' interaction with public organizations can be studied and analyzed holistically, using a process model for breaking the interaction down into parts

Place, publisher, year, edition, pages
Association for Computing Machinery, 2022
Keywords
Channel-Choice; Citizen-Government interactions; Empirical investigation; Process Model; Public Service
National Category
Business Administration
Identifiers
urn:nbn:se:liu:diva-197834 (URN)10.1145/3560107.3560312 (DOI)2-s2.0-85142666448 (Scopus ID)978-1-4503-9635-6 (ISBN)
Conference
ICEGOV 2022, October 04–07, 2022, Guimarães, Portugal
Note

Fundig: The Norwegian Labour and Welfare Administration (NAV)

Available from: 2023-09-18 Created: 2023-09-18 Last updated: 2023-09-25
Janssen, M., Csáki, C., Rohde Johannessen, M., Krimmer, R., Lampoltshammer, T., Lindgren, I., . . . Ubacht, J. (Eds.). (2022). Ongoing Research, Practitioners, Posters, Workshops, and Projects of the International Conference EGOV-CeDEM-ePart 2022: Proceedings of Ongoing Research, Practitioners, Posters, Workshops, and Projects. International Conference EGOV-CeDEM-ePart 2022. Paper presented at EGOV-CeDEM-ePart 2022, September 06–08, 2022, Linköping University, Sweden (Hybrid). CEUR-WS
Open this publication in new window or tab >>Ongoing Research, Practitioners, Posters, Workshops, and Projects of the International Conference EGOV-CeDEM-ePart 2022: Proceedings of Ongoing Research, Practitioners, Posters, Workshops, and Projects. International Conference EGOV-CeDEM-ePart 2022
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2022 (English)Conference proceedings (editor) (Refereed)
Place, publisher, year, edition, pages
CEUR-WS, 2022
Series
CEUR Workshop Proceedings, ISSN 1613-0073 ; 3399
Identifiers
urn:nbn:se:liu:diva-195471 (URN)
Conference
EGOV-CeDEM-ePart 2022, September 06–08, 2022, Linköping University, Sweden (Hybrid)
Available from: 2023-06-20 Created: 2023-06-20 Last updated: 2023-06-20
Lindgren, I., Åkesson, M., Thomsen, M. & Toll, D. (2022). Organizing for Robotic Process Automation in Local Government: Observations from Two Case Studies of Robotic Process Automation Implementation in Swedish Municipalities. In: Juell-Skielse, Gustaf; Lindgren, Ida; Åkesson, Maria (Ed.), Service Automation in the Public Sectorns: Concepts, Empirical Examples and Challenges (pp. 189-203). Cham: Springer
Open this publication in new window or tab >>Organizing for Robotic Process Automation in Local Government: Observations from Two Case Studies of Robotic Process Automation Implementation in Swedish Municipalities
2022 (English)In: Service Automation in the Public Sectorns: Concepts, Empirical Examples and Challenges / [ed] Juell-Skielse, Gustaf; Lindgren, Ida; Åkesson, Maria, Cham: Springer , 2022, p. 189-203Chapter in book (Refereed)
Abstract [en]

Home  Service Automation in the Public Sector  ChapterOrganizing for Robotic Process Automation in Local Government: Observations from Two Case Studies of Robotic Process Automation Implementation in Swedish MunicipalitiesIda Lindgren, Maria Åkesson, Michel Thomsen & Daniel Toll ChapterFirst Online: 15 March 2022571 Accesses5 CitationsPart of the Progress in IS book series (PROIS)AbstractAutomation of internal administrative processes tied to the delivery of public services is outlined as a continuation of the development toward a more digital, efficient, and effective local government. However, this development is often based on unrealistic expectations of the transformative power of digital technologies. It is therefore important to further understand automation as a driver of digital transformation of local government organizations. Automation, in this chapter, is understood as a change from a function previously carried out by a human to being performed by a machine agent (e.g., robotic process automation). We explore and compare how initiatives to implement robotic process automation (RPA) are organized in two Swedish municipalities. Our analysis is based on semi-structured interviews with employees working in the two municipalities. The analysis shows interesting patterns across the cases concerning dissonances and disconnects between stakeholders on different levels in the organizations, making this kind of development difficult. Our results contribute with (a) empirical illustrations that show how general policies on process automation promoted by policymakers are influencing the organization of IT and work in local government practice; (b) challenges that affect the implementation of RPA in local government; and (c) point to a set of observations that require further research.

Place, publisher, year, edition, pages
Cham: Springer, 2022
Series
Progress in IS, ISSN 2196-8713, E-ISSN 2196-8705
National Category
Information Systems, Social aspects
Identifiers
urn:nbn:se:liu:diva-197845 (URN)10.1007/978-3-030-92644-1_10 (DOI)9783030926434 (ISBN)9783030926441 (ISBN)
Available from: 2023-09-18 Created: 2023-09-18 Last updated: 2023-11-16Bibliographically approved
Juell-Skielse, G., Lindgren, I. & Åkesson, M. (Eds.). (2022). Service automation in the public sector: concepts, empirical examples and challenges (1ed.). Cham, Switzerland: Springer
Open this publication in new window or tab >>Service automation in the public sector: concepts, empirical examples and challenges
2022 (English)Collection (editor) (Other academic)
Place, publisher, year, edition, pages
Cham, Switzerland: Springer, 2022. p. 230 Edition: 1
Series
Progress in IS, ISSN 2196-8705, E-ISSN 2196-8713
Keywords
Offentliga elektroniska tjänster
National Category
Public Administration Studies
Identifiers
urn:nbn:se:liu:diva-190709 (URN)10.1007/978-3-030-92644-1 (DOI)9783030926441 (ISBN)978-3-030-92646-5 (ISBN)
Available from: 2022-12-21 Created: 2022-12-21 Last updated: 2022-12-21
Toll, D., Lindgren, I. & Melin, U. (2022). Stakeholder Views of Process Automation as an Enabler of Prioritized Value Ideals in a Swedish Municipality. eJournal of eDemocracy & Open Government, 14(2), 32-56
Open this publication in new window or tab >>Stakeholder Views of Process Automation as an Enabler of Prioritized Value Ideals in a Swedish Municipality
2022 (English)In: eJournal of eDemocracy & Open Government, E-ISSN 2075-9517, Vol. 14, no 2, p. 32-56Article in journal (Refereed) Published
Abstract [en]

Municipalities in Sweden are recommended to pursue process automation to face upcoming societal challenges. This paper focuses on a case where these recommendations are operationalized. Views on process automation held by different stakeholders, in relation to value ideals they prioritize in their respective areas of work, are explored by combining stakeholder theory and a model of public value ideals. Our findings show that, different stakeholder groups prioritize different values and that their views on process automation as an enabler of these value ideals are either optimistic, undecided, or pessimistic, where the latter two can be considered obstacles. This paper contributes, with an empirical illustration of how process automation is operationalized, answering previous calls for more research on this topic. We also elaborate on the use of stakeholder theory and public value as an analytical lens, contributing to the growing body of research attempting to understand process automation. 

Keywords
Automation, public sector, municipality, stakeholder theory, public value
National Category
Information Systems
Identifiers
urn:nbn:se:liu:diva-190994 (URN)10.29379/jedem.v14i2.726 (DOI)
Funder
AFA Insurance, 190200
Available from: 2023-01-11 Created: 2023-01-11 Last updated: 2023-02-03
Juell-Skielse, G., Lindgren, I. & Åkesson, M. (2022). Towards Service Automation in Public Organizations. In: Juell-Skielse, Gustaf; Lindgren, Ida; Åkesson, Maria (Ed.), Service Automation in the Public Sectorns: Concepts, Empirical Examples and Challenges (pp. 3-10). Cham: Springer
Open this publication in new window or tab >>Towards Service Automation in Public Organizations
2022 (English)In: Service Automation in the Public Sectorns: Concepts, Empirical Examples and Challenges / [ed] Juell-Skielse, Gustaf; Lindgren, Ida; Åkesson, Maria, Cham: Springer , 2022, p. 3-10Chapter in book (Refereed)
Abstract [en]

This title aims at presenting the latest advancements and findings from research on service automation in public sector organizations. The authors of the chapters use a mix of social- and technical approaches to increase our understanding of public service automation. The chapters present and discuss the conceptualization of automation of service in public organizations, empirical examples of automation applications in public organizations, and implementation challenges that can arise from public sector service automation. The overall ambition is to aid and inspire researchers and practitioners to advance their knowledge on service automation in public organizations, as well as to provide a foundation for policy development and future research. In this introductory chapter, we give a brief overview of the included chapters. We then synthesize a set of gaps in the current understanding of service automation in public organizations and provide suggestions for future research. We conclude that there is a continued need to observe and learn from empirical examples and a want for more critical studies on the social- and societal consequences of increased service automation in public organizations.

Place, publisher, year, edition, pages
Cham: Springer, 2022
Series
Progress in IS, ISSN 2196-8713, E-ISSN 2196-8705
Keywords
Offentliga sektorn
National Category
Information Systems, Social aspects
Identifiers
urn:nbn:se:liu:diva-197844 (URN)10.1007/978-3-030-92644-1_1 (DOI)9783030926434 (ISBN)9783030926441 (ISBN)
Available from: 2023-09-18 Created: 2023-09-18 Last updated: 2023-11-16Bibliographically approved
Organisations
Identifiers
ORCID iD: ORCID iD iconorcid.org/0000-0002-4735-8697

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