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Public e-services from inside: a case study on technology's influence on work conditions in a government agency
Department of Social Sciences, Mid Sweden University, Sundsvall, Sweden.
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0003-4701-6272
Linköping University, Department of Management and Engineering, Information Systems. Linköping University, Faculty of Arts and Sciences.ORCID iD: 0000-0002-2784-863X
2013 (English)In: International Journal of Public Sector Management, ISSN 0951-3558, E-ISSN 1758-6666, Vol. 26, no 6, 455-468 p.Article in journal (Refereed) Published
Abstract [en]

Purpose – The purpose of this paper is to discuss the consequences of citizens' increased use of public e-services for agency employees' work situation.

Design/methodology/approach – In order to accomplish the purpose of the paper the authors focus on the way in which the increased use of public e-services also implies internal process and routine changes in public administration. The authors analyze work conditions for case officers at a government agency in Sweden by applying occupational ideal types to identify the specific work conditions in the studied case. The case study is based on qualitative data collected with a back office perspective.

Findings – The findings indicate a new hybrid organization where the increased use of e-services challenges earlier demands for competence. The transformation of e-government has implications for job codification, rule observation, job specification, and interaction with the general public.

Originality/value – The paper extends the knowledge on how the increased use of public e-services affects back-office work conditions, with an increased high level of complexity in work content, but with low level of work autonomy. It argues that studying back-office work conditions is an important management issue in public administration research as well as practice.

Place, publisher, year, edition, pages
2013. Vol. 26, no 6, 455-468 p.
National Category
Information Systems
Identifiers
URN: urn:nbn:se:liu:diva-98041DOI: 10.1108/IJPSM-09-2011-0120OAI: oai:DiVA.org:liu-98041DiVA: diva2:651504
Available from: 2013-09-26 Created: 2013-09-26 Last updated: 2017-12-06

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