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Designing an m-government solution: enabling collaboration through citizen sourcing
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
Stockholm University, Faculty of Social Sciences, Department of Computer and Systems Sciences.
2016 (English)In: Proceedings of the European Conference on Information Systems (ECIS 2016), Association for Information Systems, 2016Conference paper, Published paper (Refereed)
Abstract [en]

By combining openness with m-government, OECD and the research community envisage benefits, and action is called for within this field.  The objective of this paper is to answer these calls and address the research question How to design a citizen-sourcing m-government solution to facilitate collaboration between governments and citizens? An instantiation of a complaint and problem management solution is designed and evaluated using design science. The solution (named Munizapp) comprises a mobile application (app) and an integration platform (ePlatform). The app is the front-end for citizens, enabling them 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. Different evaluation activities have been carried out that proved the enabling features of the solution for facilitating collaboration. Usability evaluation and knowledge gained through the research process provides new knowledge to citizen sourcing and e government theory. One example is the need to expand citizen sourcing frameworks to also include stakeholders other than citizens and governments as well as the need to explicate value co-creation between all stakeholders touched by the solution. The paper ends with suggestion for future research that focus on stakeholder analysis and value co-creation.

Place, publisher, year, edition, pages
Association for Information Systems, 2016.
Keyword [en]
Citizen sourcing, design science, open government, value co-creation
National Category
Information Systems, Social aspects
Research subject
Computer and Systems Sciences
Identifiers
URN: urn:nbn:se:su:diva-130334OAI: oai:DiVA.org:su-130334DiVA: diva2:928933
Conference
The 24th European Conference on Information Systems (ECIS), Istanbul, Turkey, 12-15 June, 2016
Available from: 2016-05-17 Created: 2016-05-17 Last updated: 2017-05-11Bibliographically approved
In thesis
1. 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
2. Designing, Theorizing, and Reflecting on Information Systems Artifacts and Value Co-Creation in e-Government
Open this publication in new window or tab >>Designing, Theorizing, and Reflecting on Information Systems Artifacts and Value Co-Creation in e-Government
2017 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

E-government services in the form of information systems (IS) artifacts create a new arena for co-creation that governments aim to leverage. Design of and knowledge about IS artifacts in value co-creation in e-government can thereby be considered valuable for the future development of e-government. How IS artifacts are used in value co-creation and co-destruction and how the artifacts are developed is however not well understood.

This thesis addresses the problem of how to design for and understand value co-creation in e-government. To address the problem stated, three research questions are posed. (i) How can IS artifacts be designed to enable value co-creation in e-government and what aspects can inhibit value being co-created through the designed artifacts? (ii) How can boundary object theory facilitate the understanding of IS artifacts used in value co-creation and co-destruction in e-government? (iii) How can retrospectives in design science contribute to research on value co-creation in e-government?

Two artifacts in the form of instantiations are designed and evaluated. Design science research methodology is used in two different projects at Swedish municipalities. Secondary analysis is used to identify aspects that inhibit value being co-created through the designed IS artifacts. From these inhibitors, core aspects for public value co-creation are derived. Thereafter, this thesis delves further into how IS artifacts are used in collaborations between citizens, private businesses, and government agencies in order to co-create value. Two case studies are carried out at Swedish government agencies and sociomaterial boundary object theory is used to enhance understanding. The thesis research process ends with a retrospective evaluation of the performed research, using critical realism as its philosophical foundation and guidance.

The result includes one configurable process model that enables value co-creation by facilitating shared understanding between collaborating parties; one mobile service that enables value co-creation through citizen sourcing; aspects that inhibit the realization of co-created value; and four core aspects that need to be considered when designing artifacts for value co-creation. That IS artifacts can be regarded as boundary objects when you aim to study and understand value co-creation and co-destruction between communities in e-government. Descriptions of how IS artifacts, viewed as sociomaterial boundary objects, are used in value co-creation processes between governments, citizens, and businesses and outcomes in terms of value co-creation and co-destruction. The benefit of performing critical realism-guided retrospectives in design science in order to complement prescriptive knowledge with explanatory and critical knowledge is motivated. It is showed that the design of artifacts generates knowledge through the design efforts, regardless of whether they also yield utility.

This thesis contributes to e-government research and practice with knowledge on how to design artifacts that enable value co-creation. Establishes sociomaterial boundary object theory as a theoretical lens that offers a tool to evaluate and design IS artifacts that enable value co-creation and with knowledge on how IS artifacts are used in value co-creation. The thesis also motivates the usefulness of retrospective evaluation in design science. Suggestions for future research include further developing design science retrospectives. 

Place, publisher, year, edition, pages
Stockholm: Department of Computer and Systems Sciences, Stockholm University, 2017. 218 p.
Series
Report Series / Department of Computer & Systems Sciences, ISSN 1101-8526 ; 17-005
Keyword
Value Co-creation, Design Science, e-Government, Boundary Object, Critical Realism
National Category
Computer and Information Science
Research subject
Computer and Systems Sciences
Identifiers
urn:nbn:se:su:diva-142564 (URN)978-91-7649-834-7 (ISBN)978-91-7649-835-4 (ISBN)
Public defence
2017-06-14, Lilla hörsalen, NOD-huset, Borgarfjordsgatan 12, Kista, 13:00 (Swedish)
Opponent
Supervisors
Note

At the time of the doctoral defense, the following paper was unpublished and had a status as follows: Paper 6: Manuscript.

Available from: 2017-05-22 Created: 2017-05-03 Last updated: 2017-05-15Bibliographically approved

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