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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
Series
Communications in Computer and Information Science, ISSN 1865-0929, E-ISSN 1865-0937 ; 947
Keywords
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:nbn:se:su:diva-177171 (URN)10.1007/978-3-030-13283-5_20 (DOI)000465515500020 ()978-3-030-13282-8 (ISBN)978-3-030-13283-5 (ISBN)
Conference
5th International Conference, EGOSE 2018, St. Petersburg, Russia, November 14-16, 2018
2019-12-172019-12-172022-02-26Bibliographically approved