More E-Government, Less Street-Level Bureaucracy? On Legitimacy and the Human Side of Public Administration

Jansson, Gabriella; Erlingsson, Gissur Ó

doi:10.1080/19331681.2014.908155

Cited by 52 publications

(44 citation statements)

References 34 publications

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“…In European welfare states, such interventions have to a large extend sought to automate public administration and transform public service organisations into “digital agencies” (Dunleavy et al, , p. 225) aimed at “making (able) citizens do more” (Margetts & Dunleavy, , p. 6). In this sense, digitalisation encompasses a fundamental change of both normative and operational elements in public sector practices, which is often made visible in the concrete tasks and routines of practitioners' daily practices (Power, ; see also Pors, ; Jansson & Erlingsson, ).…”

Section: Digitalisation and Welfare Reformmentioning

confidence: 99%

“…Information and communication technologies (ICTs) have become increasingly important for public sector institutions and welfare agencies across European welfare states (Chini, ; Dunleavy, Margetts, Bastow, & Tinkler, ; Fountain, , ; Margetts, , ). With the pervasive use of digital technologies in society in general, policymakers have intensified their calls for implementing and adopting technologies within governmental institutions (Buffat, ; Jansson & Erlingsson, ). They have done so not least in pursuit of more “flexible” and “cost‐effective” welfare institutions and as a means of making citizens responsible for provisioning welfare services themselves (Henman, ).…”

Section: Introductionmentioning

confidence: 99%

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Digital by default? A qualitative study of exclusion in digitalised welfare

2018

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Digitalisation reforms have become increasingly pervasive across European welfare agencies and public sector institutions. As welfare provision becomes premised on the use of digital technologies, often in the form of "self-service" solutions, new demands are imposed on citizens, including already disadvantaged groups. Although existing research has showcased how digitalisation often reproduces existing lines of stratification, little to no work has been conducted on such processes in the context of welfare provision and public administration. Through a study of citizen service centres in Denmark, based on ethnographic observations and qualitative interviews, this article analyses the new exclusionary mechanisms that emerge at the frontline of the digital agenda. The article argues that digitalised welfare agencies simultaneously sustain existing lines of social stratification and enhance these by producing new forms of digital exclusion. Taken together, the article contributes with new knowledge on the impact of digitalisation policies and their exclusionary consequences for disadvantaged citizens.

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Section: Digitalisation and Welfare Reformmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Digital by default? A qualitative study of exclusion in digitalised welfare

2018

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“…163 Yildiz (2007) 164 Jansson & Erlingsson (2014), Giritli Nygren & Wiklund (2010), Grönlund & Ranerup (2001) medborgarna kan finna information om offentlig verksamhet på nätet och interagera med myndigheter genom e-tjänster), e-administration (att utveckla det interna arbetet i offentliga organisationer med hjälp av IT) samt e-demokrati (att använda IT för att stärka och utveckla demokratiska processer). 165 Vad som kan te sig en smula förvirrande är att "e-administration" ibland kallas för e-förvaltning, och då lätt kan sammanblandas med det övergripande begreppet.…”

Section: Vad äR E-förvaltning?unclassified

“…(2010) 19 Lindblad-Gidlund m.fl. (2010), , 20 Jansson & Erlingsson (2014), Lindblad-Gidlund m.fl. (2010), Grönlund & Ranerup (2001) municera med medborgare, lagra och dela information eller fatta beslut.…”

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“…Om vi vill kunna för-stå och förklara hur legitimitet upprätthålls, är det därför nödvändigt att studera den offentliga förvaltningen där den faktiska implementeringen av politiska beslut äger rum. 120 Interaktionen mellan medborgarna och den offentliga sektorn bidrar i stor utsträckning till att 117 Agevall (2005) 118 Morgan (1990) 119 Lasswell (1936) 120 Rothstein (2007Rothstein ( , 2010a, Jansson & Erlingsson (2014) skapa stöd och legitimitet för den offentliga sektorn, 121 därför är det också avgörande studera hur värden kring digitaliseringen formar denna interaktion och därigenom bidrar (eller inte bidrar) till legitimitet.…”

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Digitalisering i den offentliga förvaltningen : IT, värden och legitimitet

Andréasson¹

2015

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We live in a society where the importance of digitalisation grows in every day life as well as in the workplace. In this dissertation the development of the digitalisation of public administration is studiedthis development is usually referred to as e-government. The main focus of the analysis in this dissertation is to gain a better understanding of the meanings of values in these digitalisation processes in public organisations.Three qualitative, interpretative case studies make up the foundation for this analysis. The first case is an analysis of Swedish egovernment policies. The two other cases focus on organisational practices in public administration; the County Council of Östergöt-land and the Swedish Social Insurance Agency. These case studies have been based on interviews, document studies and observations. Theoretically the analyses of the dissertation build on theories of public values, legitimacy and the interplay between organisation and technology. The analyses show which values are given importance in digitalisation processes and how digitalisation can affect basic democratic values in public organisations.The results of the dissertation can be summarised in three comprehensive conclusions: 1) The digitalisation of the public administration is context dependent and takes place in an interplay between technology, policy and administration and the specific values which constitute these different domains.2) The development towards egovernment comprises a multitude of values, and is inspired and shaped by different sets of values.3) The digitalisation can influence the role of the democratic values in public organisations, and therefore affect the legitimacy of the public administration.The main contribution of this dissertation is a deeper understanding of what implications e-government reforms can have for the administrations democratic values and its legitimacy. Processes of digitalisation are not value neutral, but are booth shaped by and shape values in the interplay between technology, political goals and the administrations particular organisational forms. Hereby, awareness of the values of digitalisation becomes crucial when e-government reforms are initiated and carried out. Further research on how technology and public organisations shape each other can contribute to uphold the legitimacy of public administration in a digitalised world.

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Context matters—different entrepreneurial approaches among street‐level bureaucrats enhancing digital inclusion

Wihlborg,

Iacobaeus

2023

European Policy Analysis

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Digital technology is frequently used in the delivery of public services. Since not everyone has the skills or digital access required to use such digital services, street‐level bureaucrats must find new ways to support citizens to be able to enhance digital inclusion. In most public settings, these new practices of digital support need to be developed in parallel with the street‐level bureaucrats' ordinary assignments. This article analyses the development of street‐level bureaucrats' entrepreneurial and innovative practices in promoting digital inclusion in two spheres: conventional welfare service provision and in a project‐based welfare service provision initiative explicitly intended to enhance digital inclusion. The article builds on qualitative case studies in municipalities in Sweden and demonstrates that there are more openings for innovative, entrepreneurial solutions among street‐level bureaucrats in the more project‐based setting than in the conventional welfare services. This implies that context matters for street‐level entrepreneurial approaches.

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More E-Government, Less Street-Level Bureaucracy? On Legitimacy and the Human Side of Public Administration

Cited by 52 publications

References 34 publications

Digital by default? A qualitative study of exclusion in digitalised welfare

Digital by default? A qualitative study of exclusion in digitalised welfare

Digitalisering i den offentliga förvaltningen : IT, värden och legitimitet

Context matters—different entrepreneurial approaches among street‐level bureaucrats enhancing digital inclusion

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