Paradoxes of Public Sector Customer Service

Fountain, Jane E.

doi:10.1111/0952-1895.00151

Cited by 248 publications

(188 citation statements)

References 25 publications

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“…This aligned well with the NPM prescriptions, which recommend these same objectives to modernize public sector administration. By focusing on these goals, research in public sector ICT enabled reforms has often marginalized to discuss the broader impacts ICT can have on public sector organizations and the services they deliver (Barca & Cordella, 2006;Cordella, 2007;Dawes, 2009;Fountain, 2001b). The limited focus on the effects of ICT on public sector reform is summarized by Danziger and Andersen (2002) and Andersen et al (2010).…”

Section: Background and Aims Of The Papermentioning

confidence: 99%

“…This focus is mainly based on the search for best practices and universal strategies to successfully implement these programs, and marginalizes broader impacts of these reforms. Since ICT enabled public sector reforms involve the deployment of a complex ICT infrastructure to redesign public sector organizations, they face a number of risks in relation to implementation, project management, and policy (Fountain, 2001b;Heeks, 1999;Snellen & van de Donk, 1998), none of which can be managed on the basis of universal best practices and strategies. Accordingly, ICT developments in the public sector should pay more attention to the complexities of their implementation, with particular focus on the potential consequences of the transformation of the relationship between the citizens and the state regarding shared expectations about the actions of the government.…”

Section: Policy Outcomes Of Ict-enabled Reforms: a Public Value Perspmentioning

confidence: 99%

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A public value perspective for ICT enabled public sector reforms: A theoretical reflection

Cordella

Bonina

2012

Government Information Quarterly

355

243

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The purpose of this paper is to offer a critical discussion of information system adoption in the public sector (often referred to as e-government) and to contribute to the debate by offering a public value perspective. The paper points to the public value paradigm as an alternative approach to studying ICT-enabled public sector reforms. This paradigm, we argue, proposes an alternative way of framing the nature of the problems faced when ICT enabled public sector reforms are initiated and studied. The public value perspective proposes a new and richer context in which to study and research these phenomena. It also calls for the redefinition of the ways we assess e-government in the context of public sector reforms. It is therefore seen as vital to evaluate the socio-political impact of ICT adoption in the public sector.

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Section: Background and Aims Of The Papermentioning

confidence: 99%

Section: Policy Outcomes Of Ict-enabled Reforms: a Public Value Perspmentioning

confidence: 99%

A public value perspective for ICT enabled public sector reforms: A theoretical reflection

Cordella

Bonina

2012

Government Information Quarterly

355

243

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“…It is against this background that the modernisation of public sector entities through the use of ICT, especially Internet and web technologies, has been a focal point during the last decade (e.g. Heeks, 1999;Fountain, 2001).…”

Section: Introductionmentioning

confidence: 99%

Priorities, policies and practice of e-government in a developing country context: ICT infrastructure and diffusion in Jamaica

Brown

Thompson

2011

European Journal of Information Systems

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This paper presents the findings of recent research into e-government policies and initiatives undertaken by the Government of Jamaica within the context of selective intervention facilitated through financial and technical assistance. In the specific context of a developing economy it highlights the use of infrastructure building and government intervention to aid diffusion of information and communication technology (ICT) and draws attention to the differences between developed and developing countries in their approach to e-government. A case of the Jamaica Customs Department is provided to exemplify the implementation of e-government in practice. Using institutional factor analysis for IT innovation the interaction of policy and practice is analysed. Four significant themes are identified that characterise the context for e-government policy, together with the associated institutional factors. The relative importance of these factors is demonstrated with Innovation Directive, Standards and Subsidy shown to be prime. These findings contribute to both institutional factor analysis for IT innovation and to ICT adoption theory, and together signal the importance of the inclusion of policy-based intervention in a future research agenda for e-government in a developing country context.

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“…Selection could take place through eligibility criteria (selecting only those with particular capacities), or by providing information selectively (for instance, by inviting particular users to participate). The risk from selection is that only the clients that are the easiest to serve are involved -a practice that has been called 'creaming' or market segmentation (Fountain, 2001). As a consequence, this could result in a selection of advantaged clients, and marginalizing those who are actually alienated from public institutions (Fledderus and Honingh, forthcoming).…”

Section: Closed Systems Approaches To Input Uncertaintymentioning

confidence: 99%

User co-production of public service delivery: Effects on trust

Fledderus¹

2018

Bestuurskunde

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Paradoxes of Public Sector Customer Service

Cited by 248 publications

References 25 publications

A public value perspective for ICT enabled public sector reforms: A theoretical reflection

A public value perspective for ICT enabled public sector reforms: A theoretical reflection

Priorities, policies and practice of e-government in a developing country context: ICT infrastructure and diffusion in Jamaica

User co-production of public service delivery: Effects on trust

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