liu.seSearch for publications in DiVA
Change search
Refine search result
12 1 - 50 of 62
CiteExportLink to result list
Permanent link
Cite
Citation style
  • apa
  • 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
Rows per page
  • 5
  • 10
  • 20
  • 50
  • 100
  • 250
Sort
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
  • Disputation date (earliest first)
  • Disputation date (latest first)
  • Standard (Relevance)
  • Author A-Ö
  • Author Ö-A
  • Title A-Ö
  • Title Ö-A
  • Publication type A-Ö
  • Publication type Ö-A
  • Issued (Oldest first)
  • Issued (Newest first)
  • Created (Oldest first)
  • Created (Newest first)
  • Last updated (Oldest first)
  • Last updated (Newest first)
  • Disputation date (earliest first)
  • Disputation date (latest first)
Select
The maximal number of hits you can export is 250. When you want to export more records please use the Create feeds function.
  • 1.
    Axelsson, Karin
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, The Institute of Technology.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, The Institute of Technology.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, The Institute of Technology.
    Developing public e-services for several stakeholders: a multifaceted view of the needs for an e-service2009In: Proceeding of the 17th European Conference on Information Systems (ECIS2009) / [ed] Susan Newell, Edgar A. Whitley, Nancy Pouloudi, Jonathan Wareham, Lars Mathiassen, 2009, p. 2804-2815Conference 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.

    Download full text (pdf)
    fulltext
  • 2.
    Axelsson, Karin
    et al.
    Linköping University, Department of Management and Engineering, VITS - Development of Informations Systems and Work Context. Linköping University, Faculty of Arts and Sciences.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, VITS - Development of Informations Systems and Work Context. Linköping University, Faculty of Arts and Sciences.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, VITS - Development of Informations Systems and Work Context. Linköping University, Faculty of Arts and Sciences.
    Exploring the importance of citizen participation and involvement in e-government projects: Practice, incentives, and organization2010In: Transforming Government: People, Process and Policy, ISSN 1750-6166, E-ISSN 1750-6174, Vol. 4, no 4, p. 299-321Article in journal (Refereed)
    Abstract [en]

    Purpose – The purpose of this research is to investigate if, and in that case, how and what the e-government field can learn from user participation concepts and theories in general IS research. We aim to contribute with further understanding of the importance of citizen participation and involvement within the e-government research body of knowledge and when developing public e-services in practice.

    Design/Methodology/Approach – The analysis in the article is made from a comparative, qualitative case study of two e-government projects. Three analysis themes are induced from the literature review; practice of participation, incentives for participation, and organization of participation. These themes are guiding the comparative analysis of our data with a concurrent openness to interpretations from the field.

    Findings – The main results in this article are that the e-government field can get inspiration and learn from methods and approaches in traditional IS projects concerning user participation, but in e-government we also need methods to handle the challenges that arise when designing public e-services for large, heterogeneous user groups. Citizen engagement cannot be seen as a separate challenge in e-government, but rather as an integrated part of the process of organizing, managing, and performing e-government projects. Our analysis themes of participation generated from literature; practice, incentives and organization can be used in order to highlight, analyze, and discuss main issues regarding the challenges of citizen participation within e-government. This is an important implication based on our study that contributes both to theory on and practice of e-government.

    Practical implications – Lessons to learn from this study concern that many e-government projects have a public e-service as one outcome and an internal e-administration system as another outcome. A dominating internal, agency perspective in such projects might imply that citizens as the user group of the e-service are only seen as passive receivers of the outcome – not as active participants in the development. By applying the analysis themes, proposed in this article, citizens as active participants can be thoroughly discussed when initiating (or evaluating) an e-government project.

    Originality/value – This article addresses challenges regarding citizen participation in e-government development projects. User participation is well-researched within the IS discipline, but the e-government setting implies new challenges, that are not explored enough.

    Download full text (pdf)
    fulltext
  • 3.
    Axelsson, Karin
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, The Institute of Technology.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, The Institute of Technology.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, The Institute of Technology.
    Public e-services for agency efficiency and citizen benefit: findings from a stakeholder centered analysis2013In: Government Information Quarterly, ISSN 0740-624X, E-ISSN 1872-9517, Vol. 30, no 1, p. 10-22Article in journal (Refereed)
    Abstract [en]

    The main goals of e-government are to increase agency efficiency and offer benefits to citizens. These goals have often been addressed as two interplaying outcomes of public e-service development, which are possible to achieve in parallel. This article shows that the two frequently applied stakeholders of e-government (agencies and citizens) are much too extensive and heterogeneous in order to be meaningfully addressed in public e-service conceptualization and development. We conduct a stakeholder centered analysis of a public e-service development and implementation process in order to identify stakeholder groups and discuss how they differ in their perceptions and, consequently, also in their feelings of relevance and need related to the e-service. By adopting a multi-faceted perspective on stakeholders, public e-service development can be analyzed and understood in a way that takes several stakeholder groups into account. Our study contributes with deeper insights about a situation where stakeholder salience changes over time, while some stakeholder groups have low salience during the entire process. The result of conducting a stakeholder centered analysis is that we, by visualizing the stakeholder groups' differences, are better prepared to meet and combine different needs related to a planned e-service. Thus, we argue that a stakeholder centered analysis of expectations and opinions concerning the e-service help to develop e-services possible to succeed in offering both external service and internal efficiency.

    Download full text (pdf)
    fulltext
  • 4.
    Axelsson, Karin
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Stakeholder Salience Changes in an e-Government Implementation Project2013In: Stakeholder Salience Changes in an e-Government Implementation Project: 12th IFIP WG 8.5 International Conference, EGOV 2013, Koblenz, Germany, September 16-19, 2013. Proceedings / [ed] Maria A. Wimmer, Marijn Janssen, Hans J. Scholl, Springer Berlin/Heidelberg, 2013, p. 237-249Chapter in book (Refereed)
    Abstract [en]

    In this article we discuss in what ways an e-government project can give both expected and unexpected effects for agency employees and their working tasks. The purpose of this article is to illustrate the fact that, besides the aim to increase agency efficiency and citizen benefit, e-government implementation might also change the salience of involved stakeholders. We do this by focusing on one stakeholder group which was reluctant and hesitating in the beginning of the studied project; marginalized, passive, easily convinced, and old-fashioned. After the e-government implementation, this group had turned to satisfied, proud, influential, active, powerful, and modern IT users. The case shows how stakeholder salience might change over time in an e-government project. Stakeholder influence aspects and IT driven change aspects are intertwined. This makes it necessary for any e-government project to address the notion of stakeholder involvement in decision-making during the development and implementation phases, but also to acknowledge e-services force to change how things and people are perceived during these phases.

    Download full text (pdf)
    fulltext
  • 5.
    Distel, Bettina
    et al.
    University of Münster, Department of Information Systems, Germany.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    A matter of perspective: Conceptualizing the role of citizens in E-government based on value positions2023In: Government Information Quarterly, ISSN 0740-624X, E-ISSN 1872-9517, article id 101837Article in journal (Refereed)
    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. 

  • 6.
    Distel, Bettina
    et al.
    University of Münster, Germany.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Who Are the Users of Digital Public Services?: A Critical Reflection on Differences in the Treatment of Citizens as 'Users' in e-government Research2019In: Electronic Participation: 11th IFIP WG 8.5 International Conference, ePart 2019, San Benedetto Del Tronto, Italy, September 2–4, 2019, Proceedings / [ed] Panagiotopoulos, P., Edelmann, N., Glassey, O., Misuraca, G., Parycek, P., Lampoltshammer, Th., Re, B. (Eds.), Springer, 2019, p. 117-129Conference paper (Refereed)
    Abstract [en]

    Despite the importance of citizens as users of digital public services, e-government research has not explicitly considered different perspectives on citizens as users of said services. This paper sets out to explore the possible variations in which the citizen as a user of digital public services is conceptualized within the e-government literature. Through a qualitative and interpretive approach, we have analysed literature from different fields of e-government research to create an overview of how citizens as users of digital public services are conceptualized in e-government research. The structure of the review departs from, and is framed by, four established value paradigms for e-government management. Our approach reveals that – depending on the perspective taken – the conceptualization of the citizen varies considerably and, as a consequence, may impact the results and contributions of each research perspective. The conception of the citizen as a user of digital public services varies from being a passive recipient of government services, to being an active co-producer of services. This article contributes to e-government theory by unboxing the conceptions of citizens as users of digital public services that are existent in current research on digital public services. In providing a framework that relates these conceptions to previously known value paradigms, the article offers a starting point for taking a multidimensional perspective in e-government research that considers the citizen as a multifaceted and heterogeneous entity.

    Download full text (pdf)
    fulltext
  • 7.
    Heggertveit, Ida
    et al.
    Univ Agder, Norway.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Madsen, Christian Ostergaard
    IT Univ Copenhagen, Denmark.
    Hofmann, Sara
    Univ Agder, Norway.
    Administrative Burden in Digital Self-service: An Empirical Study About Citizens in Need of Financial Assistance2022In: ELECTRONIC PARTICIPATION, EPART 2022, SPRINGER INTERNATIONAL PUBLISHING AG , 2022, Vol. 13392, p. 173-187Conference paper (Refereed)
    Abstract [en]

    The aim of this paper is to investigate what challenges arise for vulnerable citizens when welfare service provision is digitalized. We analyze the challenges citizens experience in the application process using the theoretical concept of administrative burden., i.e., learning-, compliance-, and psychological costs imposed on the citizen by policy implementation. The financial assistance service provided by the Norwegian Labor and Welfare Administration (NAV) is our empirical example. Our results show that digitalizing financial assistance creates new administrative burdens for vulnerable citizens. While frontline workers offer important help to citizens in the application process, they can also impose additional burdens on the citizen. Our study contributes with empirically grounded insights on the administrative burdens related to digital self-service, which causes citizens to turn to frontline workers for support. We offer a theoretical contribution by linking digitalization and administrative burden.

  • 8.
    Holgersson, Jesper
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences. University of Skövde, Sweden.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Axelsson, Karin
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    NOT ANOTHER NEW WINE IN THE SAME OLD BOTTLES: MOTIVATORS AND INNOVATION IN LOCALGOVERNMENT E-SERVICE DEVELOPMENT2017In: Proceedings of the 25th European Conference on Information Systems (ECIS), Association for Information Systems, 2017, p. 691-702Conference paper (Refereed)
    Abstract [en]

    E-services hold the potential to innovate how the public sector operates, and to increase the transparencyof public services. Numerous research initiatives have illustrated the innovation power of eservices;with new technology and new solutions to existing problems. Research on this topic also emphasizesthat in order for public e-services to reach their full potential, they need to be designed in away that users find useful and beneficiary. Interestingly, in practice, only fragments of this claimedinnovation seem to take place. Today, most public e-services launched are merely electronic versionsof existing services with no, or very low, degree of innovation. In this paper, we analyse empirical datafrom local government e-service providers. The aim is to explore the current practices in local governmente-service development with respect to how aspects related to innovative and high quality serviceprovisioning are handled. In doing so, we analyse what basic motivators there are for local governmentsto offer e-services in the first place, and how such motivators influence innovation in localgovernment e-service development. The analysis concludes that local governments are facing a challengingsituation in terms of a general lack of resources regarding time, competence, and skills, aswell as a dispersed user segment where needs and wills often are hard to grasp. Furthermore, localgovernments are facing conflicting interests and agendas. At the end of the day, the heights of innovationare then hard to achieve. We call for further research on the applicability of previous researchfindings in other research areas in order to promote more innovative e-service provisioning.

  • 9.
    Holgersson, Jesper
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences. University of Skövde, Sweden.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Axelsson, Karin
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Exploring User Participation Practice in Public E-Service Development: Why, How and in Whose Interest?2018In: The Electronic Journal on e-government (EJEG), ISSN 1479-439X, Vol. 16, no 1, p. 72-86Article in journal (Refereed)
    Abstract [en]

    User participation is seen as an important enabler for successful public e-service development. However, at the same time development of public e-services is still often characterised by an internal government perspective with little consideration for external users’ perspectives. This paper challenges the overly positive attitude that is surrounding user participation in e-government research. The paper aims to illustrate and problematize various aspects that influence why, how, and in whose interest user participation is conducted in public e-service development. First, via a literature review, we identify a set of dimensions for critically exploring how, why, and in whose interest user participation is conducted in public e-service development projects. Second, we use these dimensions in order to characterise and analyse three empirical public e-service development cases in order to test the utility, usefulness, and feasibility of the identified dimensions. Our findings highlight the importance of questioning and elaborating on the motives behind user participation (the why) in public e-service development. We also identify two basic forms of how user participation is addressed in public e-service development projects: 1) veneered participation, and 2) ad-hoc participation. Furthermore, we argue that any decisions made regarding user participation in public e-service development should be based on conscious and informed choices concerning why user participation is needed and what it may bring for different stakeholders and their interests.

    Download full text (pdf)
    fulltext
  • 10.
    Janssen, Marijn
    et al.
    Delft University of Technology, Delft, The Netherlands.
    Csáki, CsabaCorvinus University of Budapest, Budapest, Hungary.Lindgren, IdaLinköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.Loukis, EuripidisUniversity of the Aegean, Samos, Greece.Melin, UlfLinköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.Viale Pereira, GabrielaDanube University Krems, Krems an der Donau, Austria.Rodríguez Bolívar, Manuel PedroUniversity of Granada, Granada, Spain.Tambouris, EfthimiosUniversity of Macedonia, Thessaloniki, Greece.
    Electronic Government: 21st IFIP WG 8.5 International Conference, EGOV 2022, Linköping, Sweden, September 6–8, 2022, Proceedings2022Conference proceedings (editor) (Refereed)
  • 11.
    Janssen, Marijn
    et al.
    Delft University of Technology, The Netherlands.
    Csáki, CsabaCorvinus University of Budapest, Hungary.Rohde Johannessen, MariusUniversity of South-Eastern Norway, Norway.Krimmer, RobertTartu University, Estonia.Lampoltshammer, ThomasDanube University Krems, Austria.Lindgren, IdaLinköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.Loukis, EuripidisUniversity of Aegean, Greece.Melin, UlfLinköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.Parycek, PeterDanube University Krems, Austria.Viale Pereira, GabrielaDanube University Krems, Austria.Rodríguez Bolívar, Manuel PedroUniversidad de Granada, Spain.Schwabe, GerhardUniversity of Zurich, Switzerland.Tambouris, EfthimiosUniversity of Macedonia, Greece.Ubacht, JolienDelft University of Technology, The Netherlands.
    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 20222022Conference proceedings (editor) (Refereed)
  • 12.
    Jansson, Gabriella
    et al.
    Linköping University, Department of Management and Engineering, Political Science. Linköping University, Faculty of Arts and Sciences.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Industrial ergonomics. Linköping University, The Institute of Technology.
    Putting "Public" Back Into Public E-services: A Conceptual Discussion2012In: Electronic Government and Electronic Participation: Joint Proceedings of Ongoing Research and Projects of IFIP EGOV and IFIP ePart 2012 / [ed] Hans J. Scholl et al, Trauner Verlag Universitat , 2012, p. 202-214Conference paper (Refereed)
    Abstract [en]

    This paper presents attempts to contribute to the conceptual refinement of e-government and public e-services by discussing the concept of “public” in relation to public e-services. It does so by building on perspectives from political science and public administration. Bridging the gap to insights made in previous research is here regarded as vital in order to contribute to conceptual, theoretical and practical development of public e-services. In turn, the paper serves as part of on-going research that contributes to the formulation of a wider conceptual framework concerning the essence of public e-services. By putting the “public” of public e-services in the foreground, public e-services are here viewed as a matter of access to governments and governmental output. Consequently, depending on issues such as usability and availability, public e-services can be conceptualized as either the swing door or gatekeeper to public services.

    Download full text (pdf)
    fulltext
  • 13.
    Johansson, Björn
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Engberg, Sandra
    Lund Univ, Sweden.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Sordal, Therese
    Lund Univ, Sweden.
    Impacts of RPA on employees skill variety2020In: AMCIS 2020 PROCEEDINGS, ASSOC INFORMATION SYSTEMS , 2020Conference paper (Refereed)
    Abstract [en]

    In this paper we present a literature review on automation and robotic process automation (RPA). The review is developed into a conceptual framework that is grounded in a job characteristics model. The framework is used for analyzing empirical data from eleven semi-structured interviews in organizations that has adopted RPA. The research question explored is: How do employees perceive changes that Robotic Process Automation (RPA) has on their job characteristics? From the empirical data some conclusions can be drawn; the main conclusion being that the use of RPA has generated effects for the job characteristic "skill variety". In line with the literature, this conclusion suggests that RPA results in an upskilling, and that employees perceive an increased level of job enlargement, as well as job satisfaction, due to these changes.

  • 14.
    Juell-Skielse, Gustaf
    et al.
    University of Borås, Sweden.
    Lindgren, IdaLinköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.Åkesson, MariaHalmstad University, Sweden.
    Service automation in the public sector: concepts, empirical examples and challenges2022Collection (editor) (Other academic)
  • 15.
    Juell-Skielse, Gustaf
    et al.
    University of Borås, Borås, Sweden.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Åkesson, Maria
    Halmstad University, Halmstad, Sweden.
    Towards Service Automation in Public Organizations2022In: 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.

  • 16.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Exploring the use of robotic process automation in local government2020In: Proceedings of Ongoing Research, Practitioners,Workshops, Posters, and Projects of the International Conference EGOV-CeDEM-ePart 2020 / [ed] irkar S., Janssen M., Lindgren I., Melin U., Mureddu F., Parycek P., Tambouris E., Schwabe G., Scholl H.J., CEUR-WS , 2020, Vol. 2797, p. 249-258Conference paper (Refereed)
    Abstract [en]

    This paper presents an ongoing research project designed to map the current use of Robotic Process Automation (RPA) in local government. The project runs over three years (2020-2022). The empirical foundation consists of multiple qualitative and interpretative case studies, conducted in close cooperation with practitioners working in a set of Swedish municipalities. The theoretical foundation rests on previous work on stakeholder management and public value creation in the e-government domain. Through this project we ultimately strive to develop an analytical tool that can be used by researchers and practitioners to decide if, and to what degree, a specific case handling process can (and should) be automated. In this paper, the background and overall design of the project is presented, together with a discussion on our preliminary and expected findings. 

    Download full text (pdf)
    fulltext
  • 17.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Ironies of Public Service Automation - Bainbridge Revisited2023In: TOGETHER IN THE UNSTABLE WORLD: DIGITAL GOVERNMENT AND SOLIDARITY, ASSOC COMPUTING MACHINERY , 2023, p. 395-404Conference paper (Refereed)
    Abstract [en]

    Robotic Process Automation (RPA) and similar digital technologies are currently being implemented for automation of work processes in public service provision. Although RPA enables new empirical phenomena in the digital government context, automation of work is not a new and understudied phenomenon. In this paper, I claim that there is a risk that digital government researchers treat this phenomenon as being entirely new, omitting years of experiences made in other, related, fields of research. To prevent this risk, I call for digital government researchers to learn from adjacent research disciplines. I follow this call and present four ironies of automation, extracted from Lisanne Bainbridges iconic work from 1983, and relate these to the public service automation context, using examples of RPA in local government organizations. The ironies concern contradictions in the underlying views on humans and human error in the design of automated systems and human-automation interaction, as well as the consequences of human-automation interaction in terms of new tasks (monitoring and take-over), re-configurations of responsibilities, and de- and re-skilling of humans interacting with automated systems. These findings can guide digital government theorization and empirical research on public service automation. Learning from adjacent fields of research is important to better understand and cumulatively build knowledge on the characteristics and effects of public service automation. Learning from an established knowledge base is also important to avoid foreseeable project and implementation failures. The paper is concluded with suggestions on future research topics for digital government researchers interested in public service automation.

  • 18. Order onlineBuy this publication >>
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Public e-Service Stakeholders: A study on who matters for public e-service development and implementation2013Doctoral thesis, monograph (Other academic)
    Abstract [en]

    Public e-services are progressively used as a means for governmental agencies to interact and exchange information with citizens and businesses. These services are typically Internet-based and are meant to fulfill the three overarching objectives of egovernment; (1) to improve citizens’ interactions with the government, (2) to make governmental organizations more efficient and effective, and (3) to increase the transparency of government and lead to a more democratic society. The work presented in this thesis concerns how to identify those who affect the development of public e-services, and those who are affected by the implementation of a public eservice; hence public e-service stakeholders. The research is conducted according to the qualitative and interpretive research tradition. Based on theoretical and empirical work, conducted and analyzed using a hermeneutic approach, a conceptual framework is presented. The basis of the framework is laid by extracting, structuring, and interrelating concepts, models and methodologies concerning public e-services, public e-service stakeholders, and stakeholder involvement. The empirical foundation of the thesis, an interpretive case study, covers the development and implementation of a public e-service at a Swedish public sector organization. Data collection techniques include interviews, participatory observation, an open-ended questionnaire, and project documentation. The thesis presents two main knowledge contributions; 1) lessons learned from a public e-service development project involving multiple stakeholders; and 2) a conceptual framework for identifying, characterizing and involving stakeholders in the development and implementation of a public e-service.

    Download full text (pdf)
    Public e-Service Stakeholders: A study on who matters for public e-service development and implementation
    Download (pdf)
    omslag
  • 19.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems.
    Stakeholder Involvement in Public e-Service Development: Broadening the Scope of User Involvement2014In: Electronic Government and Electronic Participation / [ed] Janssen et al., Amsterdam: IOS Press, 2014, p. 84-92Conference paper (Refereed)
    Abstract [en]

    This paper investigates if user involvement (UI) theory and theory on stakeholder theory (ST) can be merged to form a new theoretical entity that can inform whose voice should be heard in public e-service development. The investigation is based on a hermeneutic literature review and analysis. The result is a merger of ideas on who should be involved (extracted from stakeholder theory) with ideas on why this involvement should be organized (extracted from the user involvement literature). The paper presents research in progress, meaning that the merger presented is not particularly advanced. Still, this merger of ideas is substantial and important as it could function as the fundament for a more elaborate understanding of how to determine who should be involved in public e-service development. Involving the ‘right’ actors is believed to lead to higher quality in public e-services; therefore, advancement in our knowledge on how to identify these actors and finding better ways of involving these actors is needed.

  • 20.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, VITS - Development of Informations Systems and Work Context. Linköping University, The Institute of Technology.
    Towards a Conceptual Framework for Identifying Public e-Service Stakeholders: On Where to Start Looking2012In: Electronic Government and Electronic Participation. Joint Proceedings of Ongoing Research and Projects of IFIP EGOV and IFIP ePart 2012 / [ed] Scholl, H. J. et al. (Eds.), Linz: TRAUNER Verlag, 2012, p. 175-183Conference paper (Other academic)
    Abstract [en]

    Identifying internal, as well as external, stakeholders is crucial for gaining access to knowledge and information needed for public e-service development and implementation. This paper presents the motivation and starting point of on-going research aimed to sketch a broad conceptual framework with which public e-service stakeholders can be usefully identified and characterized. Based on literature on stakeholder theory in e-government research, three general public e-service characteristics, and a discussion on two stakeholder typologies, the foundation of a wider conceptual framework for understanding public e-service stakeholders is laid.

  • 21. Order onlineBuy this publication >>
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Industrial ergonomics.
    Towards the mitigation of cultural barriers to communication and cooperation2007Licentiate thesis, comprehensive summary (Other academic)
    Abstract [en]

    This thesis combines theories from cross-cultural psychology with literature on group faultlines to understand cultural barriers to communication and cooperation experienced in multinational emergency management teams. The aim is to investigate whether the faultline concept is a viable theoretical vocabulary for addressing cultural differences in communication and cooperation (in the domain of emergency management). Culture is defined as a relatively organized system of shared meanings which influences people’s cognition, values, behaviors, and so on. Group faultlines are hypothetical dividing lines that may split a team into homogeneous subgroups based on demographic characteristics. Three papers are included in the thesis, all of which investigate various aspects of group behavior in relation to emergency management. Results suggest that faultlines can be formed not only by demographic characteristics, but also by culturally-driven behavior. The results presented in the papers and in this thesis are meant to supply emergency management personnel with general knowledge of cultural differences and ideas for future ‘cultural awareness’ training. The thesis contributes to the scientific community by taking cross-cultural research into the applied domain so that its findings can be made relevant to people in multinational organizations.

    List of papers
    1. A case study of information and communication technology in emergency management training
    Open this publication in new window or tab >>A case study of information and communication technology in emergency management training
    2006 (English)In: International Journal of Emergency Management, ISSN 1471-4825, E-ISSN 1741-5071, Vol. 3, no 4, p. 332-347Article in journal (Refereed) Published
    Abstract [en]

    This paper addresses the roles of Information and Communication Technology (ICT) in training for effective emergency management and inter-organisational coordination. Collocation can encourage the development of common ground and trust and, in turn, result in greater efficiency and effectiveness. We expect to find communication and artefact use during collocated training that cannot readily transfer to the ICT used to link distributed work settings. This expectation makes the reliance on ICT and distributed work during emergency management operations suspect. To test these claims, we observed a large-scale, real-time exercise designed to facilitate cooperation among electricity and telecommunications companies. The exercise scenario was similar to the January 2005 windstorm that left much of southern Sweden without electricity or telephone service and revealed the need for better cooperation among utility providers. The observations suggest that while collocation is clearly beneficial, a mismatch in ICT use between collocated training and distributed emergency management operations is likely to be detrimental for preparedness.

    Keywords
    emergency management; training; artefact use; collocated work; distributed work; real-time exercise; inter-organisational coordination; cooperation; information technology; communications; ICT; Sweden; electricity companies; telecommunications companies
    National Category
    Engineering and Technology
    Identifiers
    urn:nbn:se:liu:diva-12838 (URN)10.1504/IJEM.2006.011300 (DOI)
    Available from: 2007-12-19 Created: 2007-12-19 Last updated: 2023-10-12
    2. Using Microworlds to Understand Cultural Influences on Distributed Collaborative Decision Making in C2 Settings
    Open this publication in new window or tab >>Using Microworlds to Understand Cultural Influences on Distributed Collaborative Decision Making in C2 Settings
    2006 (English)In: Proceedings from the 11th International Command and Control Research and Technology Symposium , Cambridge, UK, 26-28 September, 2006Conference paper, Published paper (Refereed)
    Abstract [en]

    As a means to facilitate coordination of international relief teams during sudden onset disasters, the UN has formed a structure called the On Site Operations Coordination Center (OSOCC). The main objective of the OSOCC is to coordinate international relief teams and help local authorities re-establish control in the affected area. As with any operation where people from different parts of the world are involved, multiculturalism can become an issue. Differences in values, norms and attitudes can create problems in communication, planning and execution of the operation. We use the C3Fire microworld and the Schwartz Value Survey as our main instruments to study cultural influences in command and control decision making in simulated OSOCC. The C3Fire microworld has been used extensively in research on networked-based command and control. Augmented with observation of a real OSOCC exercise, the experimental studies provide the basis for formulating clusters of behavioral differences in command and control that one can expect to encounter during an international operation. Results show that culturally-driven differences in planning and leadership style can pose potential barriers to efficient decision making in multicultural command-and-control centers.

    Keywords
    C2 Experimentation, Social Domain Issues, Cognitive Domain Issues
    National Category
    Engineering and Technology
    Identifiers
    urn:nbn:se:liu:diva-12839 (URN)
    Available from: 2007-12-19 Created: 2007-12-19 Last updated: 2014-12-19
    3. Identifying Cross-Cultural Group Faultlines
    Open this publication in new window or tab >>Identifying Cross-Cultural Group Faultlines
    Manuscript (Other academic)
    Identifiers
    urn:nbn:se:liu:diva-12840 (URN)
    Available from: 2007-12-19 Created: 2007-12-19 Last updated: 2010-01-13
    Download full text (pdf)
    FULLTEXT01
    Download (pdf)
    COVER01
  • 22.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Csáki, CsabaCorvinus University of Budapest, Budapest, Hungary.Kalampokis, EvangelosUniversity of Macedonia, Thessaloniki, Greece.Janssen, MarijnDelft University of Technology, Delft, The Netherlands.Viale Pereira, GabrielaGabriela Viale Pereira.Virkar, ShefaliVienna University of Economics and Business, Vienna, Austria.Tambouris, EfthimiosUniversity of Macedonia, Thessaloniki, Greece.Zuiderwijk, AnnekeDelft University of Technology, Delft, The Netherlands.
    Electronic Government: 22nd IFIP WG 8.5 International Conference, EGOV 2023, Budapest, Hungary, September 5–7, 2023, Proceedings2023Conference 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.

  • 23.
    Lindgren, Ida
    et al.
    Linköping University, The Institute of Technology. Linköping University, Department of Mechanical Engineering, Industrial Ergonomics.
    Granlund, Rego
    Linköping University, The Institute of Technology. Linköping University, Department of Computer and Information Science, CSELAB - Cognitive Systems Engineering Laboratory.
    Smith, Christian Skinner
    Linköping University, The Institute of Technology. Linköping University, Department of Mechanical Engineering, Industrial Ergonomics.
    Studying cultural aspects of emergency management using the C3Fire microworld2006In: SIMsafe2006,2006, 2006Conference paper (Other academic)
  • 24.
    Lindgren, Ida
    et al.
    Linköping University, The Institute of Technology. Linköping University, Department of Management and Engineering, Industrial ergonomics .
    Hirsch, Richard
    Linköping University, Faculty of Arts and Sciences. Linköping University, Department of Language and Culture.
    Berggren, Peter
    Department of Command and Control Systems Swedish Defence Research Agency FOI.
    It takes three points to define a common ground: breathing apparatus fire-fighters' communication during rescue operations2007In: Journal of pragmatics : an interdisciplinary quarterly of language studies, ISSN 0165-2516, Vol. 39, no 9, p. 1482-1502Article in journal (Refereed)
    Abstract [en]

    This paper compares two styles of communication used by fire-fighters during breathing apparatus (BA) rescue operations. BA rescue is a risky business and while performing a BA rescue operation, effective communication is essential for the operation to be successful. This communication involves information sharing, coordination, safety, and so on. How this communication is supposed to be carried out is not regulated. To study the establishment and maintenance of common ground between fire-fighters, communication in two pairs of BA fire-fighters was analyzed. One pair did well, while the other performed less successfully. The pair that performed better communicated using a three-step procedure: step I was an informative utterance by speaker A; step II was a confirmation by speaker B of step I; and step III was an acknowledgment by speaker A of B's confirmation. The less successful pair seldom communicated using more than two steps.

  • 25.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Janssen, MarijnDelft University of Technology Faculty of Technology Policy and Management, Delft, Netherlands.Lee, HabinBrunel Business School, Brunel University, UK.Polini, AndreaSchool of Sciences and Technologies, University of Camerino, Camerino, The Marches, Italy.Rodríguez Bolívar, Manuel PedroDepartment of Accounting and Finance, University of Granada, Granada, Spain.Scholl, Hans JochenInformation School, University of Washington iSchool, USA.Tambouris, EfthimiosDepartment of Applied Informatics, University of Macedonia, Thessaloníki, Region of Central Macedonia, Greece.
    Electronic Government: 18th IFIP WG 8.5 International Conference, EGOV 2019, San Benedetto Del Tronto, Italy, September 2–4, 2019, Proceedings2019Conference proceedings (editor) (Refereed)
    Abstract [en]

    This book constitutes the proceedings of the 18th IFIP WG 8.5 International Conference on Electronic Government, EGOV 2019, held in San Benedetto del Tronto, Italy, in September 2019, in conjunction with the IFIP WG 8.5 IFIP International Conference on Electronic Participation (ePart 2019) and the International Conference for E-Democracy and Open Government Conference (CeDEM 2019).The 27 revised full papers presented were carefully reviewed and selected from 64 submissions. The papers are clustered under the following topical sections: E-Government Foundations; E-Government Services and Open Government; Open Data: Social and Technical Aspects; AI, Data Analytics and Automated Decision Making; and Smart Cities.

  • 26.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, The Institute of Technology.
    Jansson, Gabriella
    Linköping University, Department of Management and Engineering, Political Science. Linköping University, Faculty of Arts and Sciences.
    Electronic services in the public sector: A conceptual framework2013In: Government Information Quarterly, ISSN 0740-624X, E-ISSN 1872-9517, Vol. 30, no 2, p. 163-172Article in journal (Refereed)
    Abstract [en]

    Electronic services provided by governmental organizations, here referred to as public e-services, are frequently discussed in the e-government literature. There is, however, little consensus on the meaning of the concepts used to describe and discuss these e-services, and hence, the literature is full of synonymous terms and concepts. This paper is conceptual and presents efforts to understand e-services in the public sector domain by unpacking the public e-service concept into three dimensions; as being (1) a service, (2) electronic, and (3) public (as contrasted to being private). Based on a hermeneutic analysis, these dimensions are discussed in a number of combinations, illustrating that a multi-dimensional take on public e-services must be adopted in order to capture the complexity of governmentally supplied e-services and contribute to theory development, as well as practical utility.

    Download full text (pdf)
    fulltext
  • 27.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, VITS - Development of Informations Systems and Work Context. Linköping University, The Institute of Technology.
    Jansson, Gabriella
    Linköping University, Department of Management and Engineering, Political Science. Linköping University, Faculty of Arts and Sciences.
    Public e-services in 3D: Conceptualizing public e-services in three dimensions2012Conference paper (Other academic)
    Abstract [en]

    This paper is conceptual and presents efforts to understand e-services in the public sector domain by decomposing the public e-service concept into three dimensions; as being (1) a service, (2) electronic, and (3) public (as contrasted to being private). Based on a three-dimensional model, these dimensions are discussed in a number of combinations, illustrating that most scholars in the e-government field fail to describe more than one or two of these dimensions, omitting important aspects of public e-services. In order to better describe and understand the complexity of governmentally supplied e-services it is argued that researchers need to adopt a three-dimensional view on public e-services.  

  • 28.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Johansson, Björn
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Söderström, Fredrik
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Toll, Daniel
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Why is it Difficult to Implement Robotic Process Automation? Empirical Cases from Swedish Municipalities2022In: ELECTRONIC GOVERNMENT, EGOV 2022, SPRINGER INTERNATIONAL PUBLISHING AG , 2022, Vol. 13391, p. 353-368Conference paper (Refereed)
    Abstract [en]

    Swedish municipalities have been urged by policy makers to implement automation technologies to make administrative work more cost-efficient. As a response, a large set of municipalities have attempted to implement Robotic Process Automation (RPA) solutions with the intention to speed up administrative processes. However, although RPA has been promoted for several years, implementation has been limited and slow. This paper explores challenges related to RPA implementation experienced by three Swedish municipalities. We use an extensive interpretive case study as our empirical foundation, generated in collaboration with three Swedish municipalities, complemented with interviews with RPA consultants. Through interpretive analysis, we generate challenges along four themes. Our analysis shows that RPA implementation requires that different organizational sub-units and stakeholders cooperate. Challenges arise from: initiating RPA top-down without bottom-up support; insufficient process- and IT-competence; dependence on individual enthusiasts and external RPA consultants; and subsequent difficulties in finding the right processes to automate. Our study contributes with empirical illustrations of how RPA implementation is made difficult by current organizational structures and resources. We confirm and further contribute to previous findings by pointing to multiple dimensions in which challenges can arise.

  • 29.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Madsen Østergaard, Christian
    Research Centre for Government IT, Computer Science Department, IT University of Copenhagen, Denmark.
    Understanding Citizen Actions in Public Encounters: Towards a Multi-Channel Process Model2022In: DG.O 2022: The 23rd Annual International Conference on Digital Government Research / [ed] Loni Hagen, Mihkel Solvak, Sungsoo Hwang, Association for Computing Machinery , 2022, p. 364-371Conference paper (Refereed)
    Abstract [en]

    This paper presents ongoing research that is part of a larger engaged research project which aims to investigate what public services are suitable for digitalization. The aim of our paper is twofold. First, we explore and describe citizens' core actions in their interaction with public organizations during application for public benefits. We develop a generic process model for how this interaction can be captured empirically. The model is based on a review of previous studies from e.g., channel choice, multi-channel management, and service management, and provides a holistic view of the core actions in public service delivery as seen from the perspective of the citizen. Second, we add a channel behavior dimension to this model to create a service blueprint template that can be used to capture and analyze citizens' multichannel behavior related to benefit application. Hereby we contribute to the digital government field with a research methodology for investigation of citizens' continuous channel behavior during public service encounters.

    Download full text (pdf)
    fulltext
  • 30.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Madsen Østergaard, Christian
    Department of Computer Science, IT University Copenhagen, Denmark.
    Rydén Höglund, Hanne
    Department of Information Systems, University of Agder, Norway.
    Heggertveit, Ida
    Department of Information Systems, University of Agder, Norway.
    Exploring Citizens’ Channel Behavior in Benefit Application: Empirical Examples from Norwegian Welfare Services2022In: 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 (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

    Download full text (pdf)
    fulltext
  • 31.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Time to Refuel the Conceptual Discussion on Public e-Services: Revisiting How e-Services Are Manifested in Practice2017In: 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 (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.

    Download full text (pdf)
    fulltext
  • 32.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Saebo, Oystein
    Univ Agder, Norway.
    What is E-Government? Introducing a Work System Framework for Understanding E-Government2021In: Communications of the Association for Information Systems, ISSN 1529-3181, E-ISSN 1529-3181, Vol. 48, p. 503-522Article in journal (Refereed)
    Abstract [en]

    In this paper, we present a comprehensive and distilled model that can help researchers to 1) enter the e-government field, 2) understand what the field mainly studies in a distilled way, and 3) reflect on further research in the field. Departing from Steven Alters (2013) work systems theory and particularly his work systems framework (WSF), we introduce a framework for understanding e-government work systems (i.e., the eGovWSF). We distil the basic core of e-government work systems through an interpretative and hermeneutic approach by building on previous research and theorizations made in information systems and e-government research. We unpack the eGovWSF into 12 main elements; discuss their role as internal, semi-external, and external to e-government work systems; and reflect on the connections between these elements. Thus, contributions include a conceptual discussion on e-governments core subject matter, the frameworks applicability, and future research needs.

  • 33.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Ostergaard Madsen, Christian
    IT Univ Copenhagen, Denmark.
    Hofmann, Sara
    Univ Agder, Norway.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Close encounters of the digital kind: A research agenda for the digitalization of public services2019In: Government Information Quarterly, ISSN 0740-624X, E-ISSN 1872-9517, Vol. 36, no 3, p. 427-436Article in journal (Refereed)
    Abstract [en]

    This paper contributes to e-government research by presenting a review and discussion on how digitalization of public services has affected the interaction between citizens and government. We argue for a conceptualization and critical reflection on the nature of the underlying interaction between citizens and public officials - the public encounter - that digital public services are developed to support. We apply a qualitative and hermeneutic approach and illustrate that digital public services change public encounters concerning when, where, and how interactions occur, what each actor does, and the skills required of them. By relating these changes to emerging digital technologies (e.g. data mining, machine learning, sensor technology, and service automation), we illustrate that while these new technologies carry the potential to further digitalize service provision and fulfill the democratic goals of digital government, authorities can apply the same technology to restrict, control, and surveil citizens. Based on a critical discussion on what digitalization might entail for society, we identify problem areas arising from this development and propose a research agenda for understanding this phenomenon further. We raise questions and ethical concerns regarding accountability and reskilling of citizens and public officials as public service provision becomes citizen self-service.

    Download full text (pdf)
    fulltext
  • 34.
    Lindgren, Ida
    et al.
    Linköping University, The Institute of Technology. Linköping University, Department of Mechanical Engineering, Industrial Ergonomics.
    Smith, Christian Skinner
    Linköping University, The Institute of Technology. Linköping University, Department of Mechanical Engineering, Industrial Ergonomics.
    National patterns of teamwork during an emergency management simulation2006In: The Human Factors and Ergonomics Society 50th Annual Meeting,2006, Proceedings of the Human Factors and Ergonomics Society 50th Annual Meeting.: Human Factors and Ergonomics Society. , 2006, p. 354-Conference paper (Refereed)
  • 35.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Industrial ergonomics . Linköping University, The Institute of Technology.
    Smith, Kip
    Linköping University, Department of Management and Engineering, Industrial ergonomics . Linköping University, The Institute of Technology.
    Using Microworlds to Understand Cultural Influences on Distributed Collaborative Decision Making in C2 Settings2006In: Proceedings from the 11th International Command and Control Research and Technology Symposium , Cambridge, UK, 26-28 September, 2006Conference paper (Refereed)
    Abstract [en]

    As a means to facilitate coordination of international relief teams during sudden onset disasters, the UN has formed a structure called the On Site Operations Coordination Center (OSOCC). The main objective of the OSOCC is to coordinate international relief teams and help local authorities re-establish control in the affected area. As with any operation where people from different parts of the world are involved, multiculturalism can become an issue. Differences in values, norms and attitudes can create problems in communication, planning and execution of the operation. We use the C3Fire microworld and the Schwartz Value Survey as our main instruments to study cultural influences in command and control decision making in simulated OSOCC. The C3Fire microworld has been used extensively in research on networked-based command and control. Augmented with observation of a real OSOCC exercise, the experimental studies provide the basis for formulating clusters of behavioral differences in command and control that one can expect to encounter during an international operation. Results show that culturally-driven differences in planning and leadership style can pose potential barriers to efficient decision making in multicultural command-and-control centers.

  • 36.
    Lindgren, Ida
    et al.
    Linköping University, The Institute of Technology. Linköping University, Department of Mechanical Engineering, Industrial Ergonomics.
    Smith, Kip
    Linköping University, The Institute of Technology. Linköping University, Department of Computer and Information Science, CSELAB - Cognitive Systems Engineering Laboratory.
    Granlund, Rego
    Linköping University, The Institute of Technology. Linköping University, Department of Computer and Information Science, CSELAB - Cognitive Systems Engineering Laboratory.
    Predicting group faultlines in multicultural C2 operations2007In: 12th International Command and Control Research and Technology Symposium ICCRTS,2007, Newport, RI: ICCRTS , 2007Conference paper (Refereed)
    Abstract [en]

      

  • 37.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Toll, Daniel
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Automation as a Driver of Digital Transformation in Local Government: Exploring Stakeholder Views on an Automation Initiative in a Swedish Municipality2021In: DG.O2021, Association for Computing Machinery , 2021, p. 463-472Conference paper (Refereed)
    Abstract [en]

    Local government organizations in Sweden are under pressure from policy makers and leading politicians to accelerate digital transformation of administrative tasks, in order to make public service provision more efficient and effective. As part of this digital transformation, local governments are currently investigating and implementing digital technologies that can execute administrative tasks automatically, without involvement of administrative staff. We explore an automation initiative in a Swedish municipality using a qualitative case study. Our analysis is conducted from a stakeholder perspective, investigating (1) how different stakeholders interpret automation as part of the municipality’s ongoing digitalization, and (2) their views on expected outcomes of automation of administrative tasks. Our analysis shows that different stakeholder groups hold different definitions of what digitalization and automation means for their organization, and what outcomes can be expected of automation of administrative tasks in their organization. The analysis further shows that national policy documents encourage local governments to use a specific technical solutions for automation (robotic process automation); however, this technology is viewed as somewhat problematic by the stakeholders working with IT in the organization. Our analysis contributes with an illustration of challenges that municipalities face in their endeavor to find ways of developing automation of administrative tasks, and call for further research on this topic.

  • 38.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    van Veenstra, Anne Fleur
    TNO Strategy and Policy, Den Haag, The Netherlands.
    Digital government transformation: a case illustrating public e-service development as part of public sector transformation2018In: dgo '18 Proceedings of the 19th Annual International Conference on Digital Government Research: Governance in the Data Age, ACM Press, 2018Conference paper (Refereed)
    Abstract [en]

    Digital government is often seen as an enabler or even driver of transformation of public administration, with the objective of creating public value. Such transformations are complex, requiring a long process of change; often, digitalization of public services is seen as the main means to this end. We investigate how digitalization of public services can be related to public sector transformation, and how this development can be linked to public value. In order to do so, this paper first conceptualizes digital government enabled transformation based on literature. Thereafter, we present an empirical example of public e-service development in Sweden. This case illustrates how e-service development can highlight shifts in societal values, and challenges that follow when trying to sustain changing societal values. Our findings suggest that in order to sustain transformation and (changing) public value, multiple processes of change and redesign need to be in place, not only of the organisational processes involved, but also of regulatory and institutional aspects, such as changes to the law and in the discretion and work practice of public officials.

    Download full text (pdf)
    fulltext
  • 39.
    Lindgren, Ida
    et al.
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Åkesson, Maria
    Halmstad University, Halmstad, Sweden.
    Thomsen, Michael
    Halmstad University, Halmstad, Sweden.
    Toll, Daniel
    Linköping University, Faculty of Arts and Sciences. Linköping University, Department of Management and Engineering, Information Systems and Digitalization.
    Organizing for Robotic Process Automation in Local Government: Observations from Two Case Studies of Robotic Process Automation Implementation in Swedish Municipalities2022In: 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.

  • 40.
    Madsen, Christian Ostergaard
    et al.
    IT Univ Copenhagen, Denmark.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    The accidental caseworker - How digital self-service influences citizens administrative burden2022In: Government Information Quarterly, ISSN 0740-624X, E-ISSN 1872-9517, Vol. 39, no 1, article id 101653Article in journal (Refereed)
    Abstract [en]

    Following a large worldwide uptake of digital public services, several countries have turned to mandatory digitization, whereby citizens or companies must use digital self-service applications to apply for public services. However, previous research on the adoption of digital public services has predominantly focused on simple, or even hypothetical, services and situations. We identify a knowledge gap concerning citizens experience of actual interactions with digital self-service for more complicated social services and benefits. Therefore, we explore digital self-service from the perspective of citizens using the concept of administrative burden as a theoretical lens. Specifically, we analyze data from in-depth empirical studies encompassing observations, interviews, and focus group discussions with single mothers who have applied for public benefits following divorce or family separation. We present a descriptive process model for citizens application for public benefits. Next, we illustrate how digital self-service influences citizens administrative burden throughout this process. An important contribution reveals that citizens administrative burden increases-they must learn how to complete tasks that professional caseworkers previously conducted and comply with government demands concerning digital selfservice applications and specific data formats. However, digital self-service can also reduce citizens administrative burden through the online provision of information and automatic data transfers. Further, digital selfservice offers an anonymous application process that may reduce the psychological costs and stigma associated with receiving public benefits. Finally, our research contributes new insights at the theoretical level, linking the concept of administrative burden to complex digital self-service use from a citizen perspective.

    Download full text (pdf)
    fulltext
  • 41.
    Melin, Ulf
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Open Government Data in an e-service Context: Managerial and Conceptual Challenges, Completed Research Full Paper2017In: Proceeding of the Americas Conference on Information Systems: E-Government (SIGEGOV), Americas Conference on Information Systems , 2017Conference paper (Refereed)
    Abstract [en]

    Open government data (OGD) includes different data sets that are launched by government organizationsin order to stimulate third-party development of e.g. apps for mobile devices. At the same time agovernment organization is expected to provide useful public e-services. Government organizations oftoday tend to treat OGD and e-services separately, so is the e-government community. The aim of thispaper is to address challenges related to the work with OGD within an e-service context from: (1) amanagerial, and (2) a conceptual perspective. A qualitative case study of the Swedish TransportAdministration and their work with OGD and e-services as an empirical base in this paper. This paperillustrates, using a set of analytic categories generated from previous studies, that there are severalchallenges related to the managerial and conceptual work and perspectives concerning OGD. There arealso different patterns present when managing e-services and OGD (bottom-up vs. top-down).

  • 42.
    Pilemalm, Sofie
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Ramsell, Elina
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Emerging forms of inter-organizational and cross-sector collaborations in e-government initiatives: Implications for participative development of information systems2016In: Transforming Government: People, Process and Policy, ISSN 1750-6166, E-ISSN 1750-6174, Vol. 10, no 4, p. 605-636Article in journal (Refereed)
    Abstract [en]

    Purpose – This study aims to explore recent public sector trends, inter-organizational and cross-sector

    collaborations, and analyzes these in terms of implications for participative development of information

    systems (IS). These trends are understood as being part of emerging forms of e-government. Initial

    suggestions for how to develop IS in the new contexts are provided.

    Design/methodology/approach – Three cases involving the trends described above, taking place in

    the Swedish emergency response system, are studied and used as basis for identified participative IS

    development challenges and suggested adaptation needs. Data collection involves semi-structured

    interviews, focus groups and future workshops.

    Findings – The identified challenges concern balancing ideological versus practical needs, lack of

    resources, lack of know-how and design techniques and tool challenges. Some practical implications for

    participative IS development include more extensive focus on stakeholder and legal analysis, need for

    interdisciplinary design teams, merging of task and needs analysis for yet-undefined user tasks and

    using on-line alternatives for interacting with users.

    Research implications/limitations – The study is exploratory where the three cases are in

    different, but at the same time interrelated, collaboration contexts. The identified implications and

    challenges provide proposals that in future research can be applied, formalized and integrated when

    developing practically feasible participative IS development approaches.

    Originality/value – It is argued that the results point toward a current emerging form of

    e-government initiatives directed toward certain demarcated groups of citizens actually carrying out

    certain tasks for their co-citizens and society rather than the broad masses, having far-reaching

    practical implications and complicating the issue of IS development.

  • 43.
    Pilemalm, Sofie
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Ramsell, Elina
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Fourth Generation of User-centered Design: eveloping for E-government and Cross-sector Collaborations.2015In: In Electronic Government and Electronic Participation, IOS Press, 2015, Vol. 22, p. 178-192Conference paper (Refereed)
    Abstract [en]

    This study explores the need for user-centered design (UCD) approaches to adapt to recent societal trends of cross-sector collaborations, civil citizen involvement and e-government initiatives affecting the public sector. This is achieved by studying three cases involving such trends, taking place in the Swedish Emergency Response System. Using results from the cases, information systems development related challenges are identified and related to adaption needs for current UCD approaches. Suggestions of such adaption are provided and a number of inherent challenges for the fourth generation of UCD are discussed, including challenges concerning (a) balancing ideological versus practical needs; (b) resources; (c) lack of know-how; and (d) design techniques and tool challenges.

  • 44.
    Scholl, Hans Jochen
    et al.
    University of Washington, Seattle, USA.
    Gil-Garcia, J. RamonCenter for Technology in Government, University at Albany, State University of New York, Albany, USA.Janssen, MarijnDelft University of Technology, Delft, The Netherlands.Kalampokis, EvangelosUniversity of Macedonia, Thessaloniki, Greece.Lindgren, IdaLinköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.Rodríguez Bolívar, Manuel PedroDepartment of Accounting and Finance, University of Granada, Granada, Spain.
    Electronic Government: 20th IFIP WG 8.5 International Conference, EGOV 2021, Granada, Spain, September 7–9, 2021, Proceedings2021Conference proceedings (editor) (Refereed)
    Abstract [en]

    This book constitutes the proceedings of the 20th IFIP WG 8.5 International Conference on Electronic Government, EGOV 2021, held in Granada, Spain, in September 2021, in conjunction with the IFIP WG 8.5 IFIP International Conference on Electronic Participation (ePart 2021) and the International Conference for E-Democracy and Open Government Conference (CeDEM 2021).The 23 full papers presented were carefully reviewed and selected from 63 submissions. The papers are clustered under the following topical sections: digital transformation; digital services and open government; open data: social and technical perspectives; smart cities; and data analytics, decision making, and artificial intelligence.

  • 45.
    Scholta, Hendrik
    et al.
    Univ Munster, Germany.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Proactivity in digital public services: A conceptual analysis2023In: Government Information Quarterly, ISSN 0740-624X, E-ISSN 1872-9517, Vol. 40, no 3, article id 101832Article in journal (Refereed)
    Abstract [en]

    Public organizations are looking for new ways to use digital technologies to increase the efficiency of their internal processes and improve their interactions with clients, whether citizens or businesses. In response, scholars suggest that public organizations be proactive in digital public services such that the organizations approach their clients, rather than the other way around. In the most extreme form of proactivity, clients do not have to do anything to receive a public service. Although various examples of proactive public services are in use, how proactivity changes the conceptual understanding of digital public services remains unclear. Therefore, we derive the changes that proactivity causes in a conceptualization of digital public service by means of a conceptual analysis through the lens of a seminal theoretical work on proactivity. The results indicate that proactivity can ensure equal accessibility to a subset of public services, rely on more comprehensive integration of IT systems on the back end, and change how value is co-created in the service process. We formulate the changes as propositions that future work can investigate empirically and discuss proactive digital public services as a way to reduce clients administrative burden. We contribute to theory by clarifying the conceptual changes in digital public services that proactivity invokes and call for joint research by scholars of public administration, information systems, and service management to relate the research streams of administrative burden and proactive digital public service.

  • 46.
    Simonofski, Anthony
    et al.
    KU Leuven, Belgium; University of Namur, Belgium.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems and Digitalization. Linköping University, Faculty of Arts and Sciences.
    Vanderose, Benoît
    University of Namur, Belgium.
    Snoeck, Monique
    KU Leuven, Belgium.
    Towards a Decision Support Guide for User Participation in Public e-Service Development2019Conference paper (Refereed)
    Abstract [en]

    User participation is often reported as a success factor for public e-service development. However, in practice, project managers face challenges to involve users due to lack of methodology, time, or context awareness. In order to tackle this lack of context awareness, we describe a conceptual model summarizing the impact of four influencing factors on user participation decisions. From this model, we then derive a decision support guide that helps project managers from public organizations understand when and how to include users in the development process. Following the design science research approach, the conceptual model is built in an iterative manner based on several literature sources and validated through in-depth interviews and group discussions with project managers and researchers. This paper contributes to research as it helps to frame the conditions impacting participation and opens the discussion for the addition of other factors. Then, it also contributes to practice as project managers developing public e-services will be able to reach a better situated participation.

  • 47.
    Smith, Christian Skinner
    et al.
    Linköping University, The Institute of Technology. Linköping University, Department of Mechanical Engineering, Industrial Ergonomics.
    Lindgren, Ida
    Linköping University, The Institute of Technology. Linköping University, Department of Mechanical Engineering, Industrial Ergonomics.
    Granlund, Rego
    Linköping University, The Institute of Technology. Linköping University, Department of Computer and Information Science, CSELAB - Cognitive Systems Engineering Laboratory.
    Empirical studies of cultural barriers to collaborative decision making in international emergency services operations2006In: the 18th International Conference of the International Association for Cross-Cultural Psychology,2006, the International Association for CrossCultural Psychology , 2006, p. 54-Conference paper (Refereed)
  • 48.
    Smith, Christian Skinner
    et al.
    Linköping University, The Institute of Technology. Linköping University, Department of Mechanical Engineering, Industrial Ergonomics.
    Lindgren, Ida
    Linköping University, The Institute of Technology. Linköping University, Department of Mechanical Engineering, Industrial Ergonomics.
    Woltjer, Rogier
    Linköping University, The Institute of Technology. Linköping University, Department of Mechanical Engineering, Industrial Ergonomics.
    Becker, Per
    Swedish Rescue Services Agency SRSA.
    Identifying Cultural Barriers to Collaborative Decision Making in On-Site Operations Coordination Centers (OSOCC)2005In: Seventh Regional Congress of the International Association for Cross-Cultural Psychology VII IACCP 2005,2005, 2005Conference paper (Other academic)
  • 49.
    Smith, Kip
    et al.
    Linköping University, The Institute of Technology. Linköping University, Department of Computer and Information Science, CSELAB - Cognitive Systems Engineering Laboratory.
    Lindgren, Ida
    Linköping University, The Institute of Technology. Linköping University, Department of Management and Engineering.
    Granlund, Rego
    Linköping University, The Institute of Technology. Linköping University, Department of Computer and Information Science, CSELAB - Cognitive Systems Engineering Laboratory.
    Bridging Cultural Barriers to Collaborative Decision Making in On-Site Operations Coordination Centers2007Report (Other academic)
    Abstract [en]

    This report provides both summaries and detailed discussions of the theoretical foundations, methods, and findings of empirical research aimed at identifying barriers to collaborative decision-making in multicultural On-Site Operations Coordination Centers (OSOCC). The research was conducted in 2005 and 2006 at Linköping University and Högskolan i Skövde and was sponsored by the International Department of the Swedish Rescue Services Agency. The experiments were controlled but dynamic laboratory studies of communication, collaboration, and decision making by culturally homogeneous teams of four that were assembled ad-hoc and on-site. The teams- task was to manage and conduct emergency operations within the C3Fire microworld. C3Fire recorded all communication among team members and all the actions they took. Participants individually completed a battery of self-report instruments about their values and beliefs. Results are summarized in a list of 30 dimensions of demographic and cultural diversity that are likely to be found whenever small multinational teams are formed ad-hoc and on-site. The potential impact of these dimensions is explained using the analogy of faultlines. Alignments of dimensions of diversity have the potential to generate friction and split a team into subgroups. Activated faultlines are barriers to communication, collaboration, and decision making. The report concludes with discussions of the implications of group faultlines and dimensions of cultural diversity for the SRSA-s training programs for OSOCC personnel, for the Swedish society, and for the scientific community.

  • 50.
    Söderström, Fredrik
    et al.
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Melin, Ulf
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Lindgren, Ida
    Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.
    Galzie, Zara
    Linköping University.
    Coordinating Public E-services: Investigating Mechanisms and Practices in a Government Agency2018In: 17th IFIP WG 8.5 International Conference, EGOV 2018, Krems, Austria, September 3-5, 2018, Proceedings / [ed] Peter Parycek, Olivier Glassey, Marijn Janssen, Hans Jochen Scholl, Efthimios Tambouris, Evangelos Kalampokis, Shefali Virkar, Cham, Switzerland: Springer, 2018, Vol. 11020, p. 13p. 85-97Conference paper (Refereed)
    Abstract [en]

    Coordination is an important enabler when creating and managing coherent, integrated, secure and smart public electronic services (e-services). With an increased demand for such services, coordination as an internal organizational phenomenon is becoming increasingly important. Based on a qualitative case study, and informed by coordination theory, this paper investigates two different theoretical views applied on internal e-service coordination within a government agency in Sweden. At the outset, the agency is seeking one generic way to coordinate the current heterogeneous and fragmented internal e-service landscape in a more efficient way. Hence, our aim also includes investigating the prerequisites and potential for this type of coordination. We conduct this study in two stages. First, we apply a well-established theoretical lens from organizational theory on a set of coordination efforts, thereby perceiving coordination as a planned and anticipated activity based on a fixed set of mechanisms. Second, we apply a lens of coordinating as emergent practice, which allows for an in-depth investigation of more flexible and dynamic aspects of coordinating activities in daily work. By combining these two views, we argue that this approach can facilitate and increase understanding of the dynamics and flexibility needed to understand the type of coordination needed in public e-service contexts. This also implies that there is no single best practice or ‘one-size-fits-all’ approach to internal e-service coordination. Instead, organizations need to acknowledge the need for combined multi-dimensional views revealing the inherent complexity of coordination; as planned as well as emerging activities.

    Download full text (pdf)
    Coordinating Public E-services: Investigating Mechanisms and Practices in a Government Agency
12 1 - 50 of 62
CiteExportLink to result list
Permanent link
Cite
Citation style
  • apa
  • 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