liu.seSearch for publications in DiVA
Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
Time to Refuel the Conceptual Discussion on Public e-Services: Revisiting How e-Services Are Manifested in Practice
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0002-4735-8697
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0002-2784-863X
2017 (English)In: 16th IFIP WG 8.5 International Conference, EGOV 2017, St. Petersburg, Russia, September 4-7, 2017, Proceedings / [ed] Janssen, M et al, Springer, 2017, Vol. 10428, p. 92-101Conference paper, Published paper (Refereed)
Abstract [en]

There are various models and frameworks describing the nature of e-services in the public sector. Many of these models are based on previous conceptualizations and have evolved over time, but are first and foremost conceptual creations with weak empirical grounding. In the meantime, practitioners in the field have continued to further develop e-services, and new advancements in technology have enabled new solutions for e-services. In the light of advancements in practice, and the limitations seen in current conceptual work concerning public e-services, we identify a need to refuel the conceptual discussion on e-services in the public sector by empirically investigating how e-services can be manifested in practice. The aim of this paper is to illustrate the possible variations of e-services in practice, and to discuss this variation in relation to the conceptual representation of the phenomenon. Based on qualitative interviews with employees involved with e-service development and provision at a large governmental agency, we illustrate that an ‘e-service’ can take on many different forms within an organization; ranging from downloadable forms, to complicated self-service systems that require expertise knowledge and IT-systems with specific processing capacity. The notion that all services mediated through a website can be understood under one general umbrella term, without further categorization, needs to be challenged.

Place, publisher, year, edition, pages
Springer, 2017. Vol. 10428, p. 92-101
Series
Lecture Notes in Computer Science, ISSN 0302-9743, E-ISSN 1611-3349 ; 10428
Keywords [en]
e-Services Public sector e-Government Conceptual models Empirical grounding
National Category
Information Systems
Identifiers
URN: urn:nbn:se:liu:diva-140709DOI: 10.1007/978-3-319-64677-0_8ISBN: 978-3-319-64676-3 (print)ISBN: 978-3-319-64677-0 (electronic)OAI: oai:DiVA.org:liu-140709DiVA, id: diva2:1139587
Conference
16th IFIP WG 8.5 International Conference, EGOV 2017, St. Petersburg, Russia, September 4-7, 2017
Available from: 2017-09-08 Created: 2017-09-08 Last updated: 2018-01-13

Open Access in DiVA

fulltext(249 kB)50 downloads
File information
File name FULLTEXT01.pdfFile size 249 kBChecksum SHA-512
58b99d3fd131ef4dd8d3ee4bc3d31a655067b1d5b91985a9dbc356f587ae88ef69e71972c23c18867c7995e3cd64b781839ee192a2a7f9c0ec22e45c4cf4b9ae
Type fulltextMimetype application/pdf

Other links

Publisher's full text

Search in DiVA

By author/editor
Lindgren, IdaMelin, Ulf
By organisation
Information SystemsFaculty of Arts and Sciences
Information Systems

Search outside of DiVA

GoogleGoogle Scholar
Total: 50 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

doi
isbn
urn-nbn

Altmetric score

doi
isbn
urn-nbn
Total: 219 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • oxford
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf