Developing public e-services for several stakeholders: a multifaceted view of the needs for an e-service
2009 (English)In: Proceeding of the 17th European Conference on Information Systems (ECIS2009) / [ed] Susan Newell, Edgar A. Whitley, Nancy Pouloudi, Jonathan Wareham, Lars Mathiassen, 2009, 2804-2815 p.Conference paper (Refereed)
This paper discusses how several stakeholders in a public e-service development project consider a future e-service and expected changes in administrative processes and working routines. Our findings indicate a much more multifaceted view than the common win-win situation, with increased quality for citizens and increased efficiency for agencies, which is rhetorically put forth as an effect of public e-service implementation. We have studied a development project resulting in an e-service for handling student anonymity when marking written exams in higher education. In this case we have identified five distinct stakeholder groups related to this e-service; students, teachers, course administrators, exam guards, and the university at an agency level. All of them having certain expectations and fears about the new situation. By presenting this diversity in opinions we add further understanding to the notion of e-services as being more or less beneficial for certain stakeholders.
Place, publisher, year, edition, pages
2009. 2804-2815 p.
Public e-services, e-government, stakeholders
IdentifiersURN: urn:nbn:se:liu:diva-50957ISBN: 978-88-6129-391-5OAI: oai:DiVA.org:liu-50957DiVA: diva2:272411
17th European Conference on Information Systems, Verona, Italy - June 8-10