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Potential for Improving Public Services by Exploring Citizens’ Communication to Public Organizations
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
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2019 (English)In: Electronic Governance and Open Society: Challenges in Eurasia: Revised Selected Papers / [ed] Andrei Chugunov, Yuri Misnikov, Evgeny Roshchin, Dmitrii Trutnev, Springer, 2019, p. 265-280Conference paper, Published paper (Refereed)
Abstract [en]

While the purpose of public organizations is to serve citizens, the citizens themselves are not always consulted in order to develop better public services. We argue that the direct communication from citizens to public organizations contains a wealth of information on how the organizations could improve their services, and this information is worth exploring. In order to prove our argument, we have interviewed 19 public organizations in Rwanda and Sri Lanka, identified 26 issues raised by the citizens, and mapped these issues into four solution domains: availability and timeliness of information, policy development, business process development, availability and design of e-services.

Place, publisher, year, edition, pages
Springer, 2019. p. 265-280
Series
Communications in Computer and Information Science, ISSN 1865-0929, E-ISSN 1865-0937 ; 947
Keywords [en]
Citizen-centered E-government, Participatory governance, Bottom-up policy making, Co-creation of public services
National Category
Information Systems, Social aspects
Research subject
Computer and Systems Sciences
Identifiers
URN: urn:nbn:se:su:diva-177171DOI: 10.1007/978-3-030-13283-5_20ISBN: 978-3-030-13282-8 (print)ISBN: 978-3-030-13283-5 (electronic)OAI: oai:DiVA.org:su-177171DiVA, id: diva2:1379891
Conference
5th International Conference, EGOSE 2018, St. Petersburg, Russia, November 14-16, 2018
Available from: 2019-12-17 Created: 2019-12-17 Last updated: 2019-12-30Bibliographically approved

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Sneiders, EriksByungura, Jean Claude
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CiteExportLink to record
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Citation style
  • apa
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  • nn-NB
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Output format
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