Potential for Improving Public Services by Exploring Citizens’ Communication to Public OrganizationsVisa övriga samt affilieringar
2019 (Engelska)Ingår i: Electronic Governance and Open Society: Challenges in Eurasia: Revised Selected Papers / [ed] Andrei Chugunov, Yuri Misnikov, Evgeny Roshchin, Dmitrii Trutnev, Springer, 2019, s. 265-280Konferensbidrag, Publicerat paper (Refereegranskat)
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.
Ort, förlag, år, upplaga, sidor
Springer, 2019. s. 265-280
Serie
Communications in Computer and Information Science, ISSN 1865-0929, E-ISSN 1865-0937 ; 947
Nyckelord [en]
Citizen-centered E-government, Participatory governance, Bottom-up policy making, Co-creation of public services
Nationell ämneskategori
Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning
Forskningsämne
data- och systemvetenskap
Identifikatorer
URN: urn:nbn:se:su:diva-177171DOI: 10.1007/978-3-030-13283-5_20ISI: 000465515500020ISBN: 978-3-030-13282-8 (tryckt)ISBN: 978-3-030-13283-5 (digital)OAI: oai:DiVA.org:su-177171DiVA, id: diva2:1379891
Konferens
5th International Conference, EGOSE 2018, St. Petersburg, Russia, November 14-16, 2018
2019-12-172019-12-172022-02-26Bibliografiskt granskad