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Government 2.0 Challenges in Swedish Public Sector
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
2013 (English)In: eChallenges e-2013 Conference Proceedings / [ed] Paul Cunningham, Miriam Cunningham, International Information Management Corporation Limited, 2013Conference paper, Published paper (Refereed)
Abstract [en]

This paper reports from a citizen-sourcing project carried out in Sweden. It reveals and describes government 2.0 challenges discovered during the development of a mobile citizen sourcing solution called Munizapp. Munizapp is a fully integrated mobile complaint and problem reporting system that enables citizens to report issues to municipalities and municipalities to send back status updates and replies to citizens. It becomes clear that there are several challenges hindering municipalities in adopting and utilizing government 2.0. The challenges are related to earlier identified e-government challenges and it is thereby revealed that municipalities in Sweden are still struggling with challenges emphasised several years ago. By highlighting challenges that need to be addressed to utilize the full potential of government 2.0 this paper contributes to both practice and research within e-government.

Place, publisher, year, edition, pages
International Information Management Corporation Limited, 2013.
Keyword [en]
Government 2.0, Citizen-sourcing, Mobile platform
National Category
Information Systems
Research subject
Computer and Systems Sciences
Identifiers
URN: urn:nbn:se:su:diva-97731ISBN: 978-1-905824-40-3 (print)OAI: oai:DiVA.org:su-97731DiVA: diva2:679961
Conference
eChallenges e-2013 Conference, 9 - 11 October 2013, Dublin, Ireland
Available from: 2013-12-17 Created: 2013-12-17 Last updated: 2016-05-18Bibliographically approved
In thesis
1. An m-Government Solution for Complaint and Problem Management: Designing a Solution for Government 2.0
Open this publication in new window or tab >>An m-Government Solution for Complaint and Problem Management: Designing a Solution for Government 2.0
2014 (English)Licentiate thesis, comprehensive summary (Other academic)
Abstract [en]

In recent years emphasis has been placed on opening up governments and empowering and engaging citizens in governmental activities: this view of e-government is referred to as government 2.0. Government 2.0 focuses on governments becoming more transparent, accessible, and responsive, and on governments promoting increased collaboration and participation.  There is also an increasing demand from citizens to interact and gain access to government services through mobile devices. Adopting mobile and wireless technology within the public sector is referred to as mobile government (m-government) and this new phenomenon is expected to become an important part of the development of e-government. By combining government 2.0 and m-government, The Organisation for Economic Co-operation and Development (OECD) and the research community envisages benefits and calls for action within this field.

This research answers this call, and addresses the research problem of how to design an m-government solution for complaint and problem management that enables government 2.0. Challenges that inhibit Swedish municipalities from adopting and utilizing such a solution are also identified in this research.

Citizens in Sweden can submit complaints and problems concerning a community, such as broken streetlights, to municipalities. By enabling complaints and problems to be reported through mobile devices it facilitates reporting at the point and time of discovery of the issue. Complaint and problem reporting is therefore a suitable m-government service. The m-government solution for complaint and problem management was designed and evaluated within a research project. This compilation thesis builds on and communicates research performed within the research project. By following a design science research methodology, the complaint and problem management solution is designed and evaluated. The solution (Munizapp) comprises a mobile application (app) and an integration platform (ePlatform). The app is the front-end that enables citizens to report complaints and problems to municipalities. The ePlatform facilitates seamless two-way communication between the app and back-end case management system in municipalities. A theoretical evaluation shows that the solution has functionalities that enable all aspects of government 2.0. Additional evaluations indicate evidence of citizens finding the solution valuable and easy to use. There is willingness among municipalities to adopt and utilize the designed m-government solution, but there are challenges that inhibit them from realizing the full potential of the solution. The challenges identified in this research are described and related to business process management and to government 2.0. Future research should investigate how to overcome these challenges.

Place, publisher, year, edition, pages
Stockholm: Department of Computer and System Sciences, 2014. 86 p.
Series
Report Series / Department of Computer & Systems Sciences, ISSN 1101-8526 ; 14-009
Keyword
m-government
National Category
Other Computer and Information Science
Research subject
Computer and Systems Sciences
Identifiers
urn:nbn:se:su:diva-103540 (URN)
Presentation
2014-06-10, Sal C, Isafjordsgatan 39, Kista, 09:00 (English)
Opponent
Supervisors
Available from: 2014-10-31 Created: 2014-05-21 Last updated: 2015-03-27Bibliographically approved
2. E-Government Collaboration in the Swedish Public Sector: Multiple Studies on Collaboration Facilitators and Collaboration Modes
Open this publication in new window or tab >>E-Government Collaboration in the Swedish Public Sector: Multiple Studies on Collaboration Facilitators and Collaboration Modes
2016 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

Collaboration in the public sector is imperative to achieve e-government objectives such as improved efficiency and effectiveness of public administration and improved quality of public services. Collaboration across organizational and institutional boundaries requires public organizations to share e-government systems and services through for instance, interoperable information technology and processes. Demands on public organizations to become more open also require that public organizations adopt new collaborative approaches for inviting and engaging citizens in governmental activities.

E-government related collaboration in the public sector is challenging, however, and collaboration initiatives often fail. Public organizations need to learn how to collaborate since forms of e-government collaboration and expected outcomes are mostly unknown. How public organizations can collaborate and the expected outcomes are thus investigated in this thesis by studying multiple collaboration cases on the acquisition and implementation of a particular e-government investment (digital archive). This thesis also investigates how e-government collaboration can be facilitated through artifacts. It is done through a case study, where objects that cross boundaries between collaborating communities in the public sector are studied, and by designing a configurable process model integrating several processes for social services. By using design science, this thesis also investigates how an m-government solution that facilitates collaboration between citizens and public organizations can be designed.

The thesis contributes to literature through describing five different modes of interorganizational collaboration in the public sector and the expected benefits from each mode. It also contributes with an instantiation of a configurable process model supporting three open social e-services and with evidence of how it can facilitate collaboration. This thesis further describes how boundary objects facilitate collaboration between different communities in an open government design initiative. It contributes with a designed mobile government solution, thereby providing proof of concept and initial design implications for enabling collaboration with citizens through citizen sourcing (outsourcing a governmental activity to citizens through an open call). This thesis also identifies research streams within e-government collaboration research through a literature review and the thesis contributions are related to the identified research streams. This thesis gives directions for future research by suggesting that future research should focus further on understanding e-government collaboration and how information and communication technology can facilitate collaboration in the public sector. It is suggested that further research should investigate m-government solutions to form design theories. Future research should also examine how value can be co-created in e-government collaboration.

Place, publisher, year, edition, pages
Stockholm: Department of Computer and Systems Sciences, Stockholm University, 2016. 146 p.
Series
Report Series / Department of Computer & Systems Sciences, ISSN 1101-8526 ; 16-008
National Category
Information Systems, Social aspects
Research subject
Computer and Systems Sciences
Identifiers
urn:nbn:se:su:diva-130335 (URN)978-91-7649-456-1 (ISBN)
Public defence
2016-08-31, Lilla hörsalen, NOD-huset, Borgarfjordsgatan 12, Kista, 13:00 (English)
Opponent
Supervisors
Available from: 2016-06-08 Created: 2016-05-17 Last updated: 2016-08-23Bibliographically approved

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