Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • 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
Close encounters of the digital kind: A research agenda for the digitalization of public services
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0002-4735-8697
IT Univ Copenhagen, Denmark.
Univ Agder, Norway.
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0002-2784-863X
2019 (English)In: Government Information Quarterly, ISSN 0740-624X, E-ISSN 1872-9517, Vol. 36, no 3, p. 427-436Article in journal (Refereed) Published
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.

Place, publisher, year, edition, pages
ELSEVIER INC , 2019. Vol. 36, no 3, p. 427-436
Keywords [en]
Citizen-government interaction; Digitalization; Theory-building; Public service
National Category
Information Systems, Social aspects
Identifiers
URN: urn:nbn:se:liu:diva-160175DOI: 10.1016/j.giq.2019.03.002ISI: 000481562200004OAI: oai:DiVA.org:liu-160175DiVA, id: diva2:1349567
Note

Funding Agencies|Swedish Transportation Administration; Research Center for Government IT

Available from: 2019-09-09 Created: 2019-09-09 Last updated: 2019-11-27

Open Access in DiVA

fulltext(311 kB)7 downloads
File information
File name FULLTEXT01.pdfFile size 311 kBChecksum SHA-512
a99b3b04d10dab01cdd82e2a58996e0324e5b0688bab39f1099b61050f45143d6a523f91cf4a94d0a3862999b18d62fc88429cd1eaec02c705bec42b9a090479
Type fulltextMimetype application/pdf

Other links

Publisher's full text

Search in DiVA

By author/editor
Lindgren, IdaMelin, Ulf
By organisation
Information SystemsFaculty of Arts and Sciences
In the same journal
Government Information Quarterly
Information Systems, Social aspects

Search outside of DiVA

GoogleGoogle Scholar
Total: 7 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

doi
urn-nbn

Altmetric score

doi
urn-nbn
Total: 42 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • 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