Evolving Government Information Processes for Service Delivery: Identifying Types & Impact

Abstract

Abstract:The fulfilment of government objectives is dependent on information. Traditionally, this information originates from a classic process of input, (processing) activities, and output. However, in light of increased intergovernmental data sharing, the movement towards open data and opportunities concerning big data, traditional government information processes are evolving. This article aims to bring insight into these evolutions by creating a typology. Based on the typology, the paper further reflects on the impact these evolutions have on the processes and creation, delivery and improvement of public service.

e-Participation in Austria: Digital Agenda Vienna

“…The Internet and digital technology help shape the various opportunities for political engagement, enable government agencies to restructure their interactions with citizens and to include citizens' perspectives in the development of policies and public services (Archmann and Iglesias, 2010;Fountain, 2004). e-Participation is seen as a means to broaden the basis for decision-making from different perspectives (Parycek and Edelmann, 2009;Toots et al, 2016;Vinkel and Krimmer, 2016), raising public interest and strengthening citizenship (Avdic et al, 2007;Panopoulou et al, 2009), modernizing government service delivery and increasing the efficacy and quality of the services (Åkesson and Edvardsson, 2008;Heijlen et al, 2018;Trischler and Scott, 2015;Wiewiora et al, 2016). At the same time, governments and public administrations have been aware for several years that they must not only know their citizens' needs but also access citizens' expertise in order to develop adequate policies and solutions (Huijboom et al, 2009;Schuler, 2010).…”