Rethinking Government-Public Relationships in a Digital World

Dutil, Patrice; Howard, Cosmo; Langford, John; Roy, Jeffrey

doi:10.1300/j516v04n01_06

Cited by 48 publications

(38 citation statements)

References 16 publications

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“…At present, the research centralize in the topics of technology and implementation of cloud computing, such as cost and risk of cloud, secure storage and auditing rules (Mazhelis & Tyrväinen, 2012), ownership of IT resources, security (Paquette et al, 2010), privacy risk. Dutil (2008) found that the limited key factor of development of E-government is the service does not reach the designated position, thus the concept of cloud computing was raised, and presented the E-government cloud combines E-government with cloud computing. As the application of cloud, a large number of information resources of E-government can be managed and integrated, improve service efficiency and quality of the electronic government affairs, as a result, the efficiency and quality of E-government service can be improved, and the operational costs can be also reduced.…”

Section: Cloud Computing and E-government Cloudmentioning

confidence: 99%

Exploring the Determinants Affecting E-Government Cloud Adoption in China

Ji¹,

Liang²

2016

IJBM

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Cloud computing is the popular tendency in information application and services, and E-Government cloud is no exception. This study uses a case study to explore the determinants of E-Government cloud adoption in China which is influenced by multiple factors. In this study, a combinational model based on the TOE and DOI is applied to gain insights concerning all contextual influences on the adoption of E-Government cloud in China. The results show that the positive and negative influences from cloud technology characteristics, organizational and environmental context, which can reflect the adoption of E-government cloud. These findings not only contribute to academic research, but also expand the understanding of E-government cloud applications.

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Section: Cloud Computing and E-government Cloudmentioning

confidence: 99%

Exploring the Determinants Affecting E-Government Cloud Adoption in China

Ji¹,

Liang²

2016

IJBM

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“…Numerous people have argued that new electronic technology has the potential to transform how governments relate to users of public services (Dutil et al 2007). To promote the Digital Convergence, Government needs to satisfy the needs in society (or called "satisfy the social needs"), and the Business (enterprise) needs to provide products or services that meet user's or customer's needs.…”

Section: Introductionmentioning

confidence: 99%

Exploring the best strategy plan for improving the digital convergence by using a hybrid MADM model

Hsu

Tsai

Tzeng

2015

Technological and Economic Development of Economy

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Abstract. This study proposes a new hybrid MADM model that can explore the best strategy plan according to the environmental attributes that influence digital convergence, with the additional consideration of societal and individual needs for improving the digital convergence toward satisficing users' needs. The proposed hybrid MADM model employs the DEMATEL method to construct an influential network relationship map (INRM), and find the influential weights of DANP (DEMATEL-based ANP). Next, a modified VIKOR method is employed to assess the weighting of identified attributes to integrate the performance gap for each criterion into dimensions and the overall. Finally, this paper presents Taiwan as an empirical case to demonstrate the effectiveness of the proposed model in practically improving laws and regulations to plan for digital convergence. The contributions of our proposed model can be summarized as follows: (1) The INRM can be used to assist government bodies in understanding the influence and relationships of digital convergence development; (2) The modified VIKOR can be employed to reduce performance-gap towards achieving the aspiration level; (3) The model can help decision-makers to avoid choosing the optimal inferior alternative for reaching a certain aspiration level through continuous improvement.Keywords: digital convergence development, multiple-attribute decision-making (MADM), DEMATEL (decision-making trial and evaluation laboratory), influential network relation map (INRM), DEMATEL-based analytic network process (DANP), modified VIKOR (VlseKriterijumska Optimizacija I Kompromisno Resenje). JEL Classification: C18,

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“…A number of studies have examined the impact of customer focus on local government per se (see, inter alia, Aulich, 1999;G. Baker, 2003;Bloomfield & Hayes, 2009;Caulfield, 2003;Dutil, Howard, Langford, & Roy, 2008;Guarneros-Meza, Downe, Entwistle, & Martin, 2014;Richter & Cornford, 2008;Yetano, 2009). However, despite the fact the majority of the people serviced by local governments live in urban areas, the effect of customer focus reforms on urban governance specifically is not well understood.…”

Section: Examining the Integration Of Customer Focus And Compliance Imentioning

confidence: 99%

“…This means that public services cannot satisfy the self-defined needs and preferences of each and every customer/consumer without encountering conflicts and contradictions in the interests of different groups. It also means that the public interest cannot be defined as an aggregation of the self-defined needs and preferences of individual consumers, as is often presupposed in the use of customer satisfaction surveys to evaluate whether public services are meeting their public interest objectives (Dutil et al, 2008;Howard, 2010). According to some public administration scholars, this means that neither the citizenry, nor the kinds of individual subjects that comprise it (taxpayers, voters, etc.…”

Section: The Difficulty Of Defining the Customer Of Public Servicesmentioning

confidence: 99%

“…They also entailed the promotion of customer focus through the use of 'marketing technologies' such as customer surveys (G. Baker, 2003) and other techniques such as 'public consultation, citizens' charters, performance pledges, stakeholder engagement through partnerships and the like' (Caulfield, 2003, p. 14). Studies of local government reform outside Australia also highlight the pervasive adoption of 'customer relationship management' and other 'e-government' systems by local governments as attempts to improve customer focus through the electronic integration and streamlining of services (Bloomfield & Hayes, 2009;Dutil et al, 2008;Guarneros-Meza et al, 2014;Richter & Cornford, 2008;Yetano, 2009). …”

Section: Customer Focus Urban Governance and Governing Urbanismmentioning

confidence: 99%

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Governing customers? Integrating customer focus and compliance in the urban governance context

Clarke¹

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The drive to instil 'customer focus' in government services has always been controversial. However, it is particularly controversial when adopted in services that have compliance functions, such as regulatory bodies, the police and some welfare agencies. The reason for this is that, whereas customer focus discourse prescribes that public services tailor their offerings to the preferences of individual service users, compliance-oriented services produce public goods (order, safety, etc.) by compelling individuals to do/stop doing certain things regardless of their preferences. There is, therefore, a prima facie tension between customer focus discourse and the objectives and practices of compliance, and this raises important questions about why and how customer focus is adopted in compliance-oriented services, and what the consequences of this are.This thesis addresses these questions by investigating the adoption of customer focus policies in the compliance branch of an Australian city council. It is informed by a conceptual framework derived from the governmentality studies literature, where numerous theoretical resources exist for examining how styles of thinking, such as customer focus, shape, and are shaped by, practices for governing the conduct of political subjects. In particular, I draw on the theoretical and methodological insights of a number of recent governmentality studies that examine governing at the level of situated practices as well as, or instead of, at the level of widespread discourses or political rationalities. The rationale for attending to situated practices is to grasp how discourses like customer focus are mobilised by situated actors to address problems emerging in particular governmental contexts, such as urban governance.It is also to facilitate analysis of how heterogeneous discourses and practices, such as customer focus and compliance, are assembled together and how tensions between them are managed on the ground.The thesis presents data collected through ethnographic fieldwork that I conducted with the compliance branch of the city council mentioned above. An ethnographic approach was adopted because it best aligned with my theoretical orientation to study governing at the level of situated practices. Adopting an ethnographic approach allowed me to observe firsthand how customer focus discourse is integrated with compliance practices in the day-to-day operations of urban governance.It also allowed me to overcome some of the limitations associated with the reliance on textual analysis of archival materials in governmentality studies, such as the tendency to infer the operation and effects of governing practices from how they are represented in programmatic texts.Previous research has foregrounded the tensions that arise when customer focus is adopted in compliance-oriented public services and has warned that these tensions risk undermining the public interest outcomes that compliance services produce. The findings presented in this thesis contributes to this literature by...

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Rethinking Government-Public Relationships in a Digital World

Cited by 48 publications

References 16 publications

Exploring the Determinants Affecting E-Government Cloud Adoption in China

Exploring the Determinants Affecting E-Government Cloud Adoption in China

Exploring the best strategy plan for improving the digital convergence by using a hybrid MADM model

Governing customers? Integrating customer focus and compliance in the urban governance context

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