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Developing public e-services for several stakeholders: a multifaceted view of the needs for an e-service
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, The Institute of Technology. (VITS)ORCID iD: 0000-0003-4701-6272
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, The Institute of Technology. (VITS)ORCID iD: 0000-0002-2784-863X
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, The Institute of Technology. (VITS)ORCID iD: 0000-0002-4735-8697
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, Published paper (Refereed)
Abstract [en]

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.
Keyword [en]
Public e-services, e-government, stakeholders
National Category
Information Science
Identifiers
URN: urn:nbn:se:liu:diva-50957ISBN: 978-88-6129-391-5 (print)OAI: oai:DiVA.org:liu-50957DiVA: diva2:272411
Conference
17th European Conference on Information Systems, Verona, Italy - June 8-10
Available from: 2009-10-15 Created: 2009-10-15 Last updated: 2015-06-17

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Axelsson, KarinMelin, UlfLindgren, Ida

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Citation style
  • apa
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More styles
Language
  • de-DE
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