Universal and contextualized public services: Digital public service innovation framework

One Stop Government: Stalled Vision or a Matter of Design? - Empirical Findings from Social Services in Germany

“…A closer connection of concepts and specific problems is needed in order to enable the implementation of one-stop government. A similar argument for the design of public service delivery makes Bertot et al [7]. They argue that public service delivery should be both universal, i.e.…”

Time to Refuel the Conceptual Discussion on Public e-Services – Revisiting How e-Services Are Manifested in Practice

“…It also matters if the user is known, such as professional contract customers, or if the e-service is directed towards the more vaguely understood citizen or an unknown entrepreneur using open data. This in turn brings different consequences for how to understand what capabilities for e-service development and delivery are needed in the organization concerning service architectures, processes, policies, and reference models able to consider specificities of the local context [4].…”

“…Governmental agencies and other public organizations have spent considerable efforts on developing e-services as a substitute or complement to traditional, manual or face-to-face, services [2]. As a result, e-services have become a routinely used channel of communication and interaction between citizens and public administrations [4]. Still, both practitioners and researchers in the field claim that there is a very large variation in the extent to which e-services are implemented in the public sector, and in the quality of these services [8].…”

“…In the meantime, practitioners in the field have continued to further develop e-services and new advancements in technology have enabled new solutions for e-services, e.g. improved performance concerning processing and storage, as well as increased use of mobile devices [4]. In the light of recent advancements in practice, and the limitations identified in current conceptual work concerning public e-services, we argue for a need to refuel the conceptual discussion on e-services by empirically investigating how e-services can be manifested in practice.…”

“…[7]; [10]; [4]), stage models represent a naïve and techno-centric view on technology in which the maturity characteristics of an e-service are assessed without investigating the actual demand for and use of the service. The evolutionary aspect also implies that the higher stages are inherently better than the lower.…”