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Trust in Safe Public E-services: Translating Policies into Use
University West, Department of Economics and IT, Division of Media and Design.ORCID iD: 0000-0002-2118-2152
2011 (Swedish)In: Uddevalla Symposium 2010. Innovation and Multidimensional Entrepreneurship - Economic, Social and Academic Aspects: Revised papers presented at the 13th Uddevalla Symposium, 19-22 August, 2010, Jönköping, Sweden / [ed] Irene Bernhard, Trollhättan: University West , 2011, 1, 107-124 p.Chapter in book (Refereed)
Abstract [en]

The emerging information society challenges relations between public agencies and citizens in many ways. Such relations taking place on the Internet or in other specific systems are called public e-services, which is a basic component of e-government.  E-services as such are innovations – even if the service as such has been there before – it is a new way producing and organizing the service. For successful implementation of innovations in public contexts the innovations has to be considered as legitimate by all involved actors.

   On a European and national level there are some policies and emerging standardization regarding public e-services. Thus policies are translated both to other levels of governments in the multi-level governance chain and secondly from technical to administrative settings. Since the Swedish public administration rely on a double steering approach, with strong constitutional regional and local autonomy, such policies cannot be forced out into regional local public agencies. Instead European and national policy statements become soft policy instruments in the local context and the implications from them rely on the local uptake in the specific setting and the competences of the professionals in the local public administration. 

   Since this is a new emerging field of innovative practice our analysis will build on an inductive methodological approach. The theoretical framework of policy and technology translation opens for inclusion of this broad process of changes. Our focus here on the translation process is to highlight both translations over levels in multi-level settings and constructions of meanings of safety. The conclusion is that the translation over levels from policies to praxis appears to be more critical than the technological translation. In short: the organizational settings of multi-level governance are greater constraints than new technology for implementation of public e-services.   

Place, publisher, year, edition, pages
Trollhättan: University West , 2011, 1. 107-124 p.
Series
Research reports / University West, ISSN 1653-7831 ; 2011:01
Keyword [en]
e-Government, public e-services, innovation, policy translation, multi-level-governance
National Category
Information Systems, Social aspects
Research subject
SOCIAL SCIENCE, Informatics
Identifiers
URN: urn:nbn:se:hv:diva-3185ISBN: 978-91-633-7747-1 (print)OAI: oai:DiVA.org:hv-3185DiVA: diva2:395248
Available from: 2011-02-04 Created: 2011-02-04 Last updated: 2016-11-13Bibliographically approved
In thesis
1. E-government and E-governance: local implementation of E-government policies in Sweden
Open this publication in new window or tab >>E-government and E-governance: local implementation of E-government policies in Sweden
2014 (English)Doctoral thesis, comprehensive summary (Other academic)
Abstract [en]

It is recognized in international research that the public sector has been transformed into a networked, open and more flexible, informal and interactive governance structure. This is described as a transition from "government to governance". Sweden is one of the international leaders with regards to e-government development. The objective of this thesis is to provide a deeper understanding of how e-government policies are implemented in an e-governance context, through empirical case studies in Sweden. The focus is on the local level. The overall research question is: How is e-government policy put into practice when focusing on the local level? This is reported in four articles.Case study methodology is used as research method, including interviews, focus group interviews, document studies, and some participatory observations. The analysis is partly based on an inductive methodological approach, since this is a new, emerging field of innovative policy and practice.The analysis arrives at three overarching conclusions: (1) In practice, when e-government policy is implemented and translated at the local level, it tends to happen in an e-governance setting conducted by policy entrepreneurs or promoted by entrepreneurial behaviour in public administration. E-government policies are implemented in relation to local cultures, norms and economic structures. (2) Implementation of e-government and e-governance initiatives requires trust in the service provision among public administrators as well as among citizens. Efficiency and citizen-centred approaches in the redesign of information relationships between public administration and citizens to create some sort of added value are crucial. (3) The thesis indicates that there are two main implications of municipal contact centres (CCs): they localize public services and they combine different services into a one-stop practice striving to provide "holistic" services to the individual citizen. However, although the use of ICT is essential for the organisational transformation, the results indicate that the organisational settings and internal anchoring are greater constraints than new technology for implementation of local e-government and e-governance initiatives in the form of contact centres. One example for potential added value is the source of information of citizens' issues through the implementation of municipal contact centres, which may have a positive impact on the conditions for local planning.

Place, publisher, year, edition, pages
Stockholm: KTH Royal Institute of Technology, 2014. vii, 38 p.
Series
TRITA-SOM, ISSN 1653-6126 ; 14:11
Keyword
E-governance, e-government, implementation, policy entrepreneurs, municipal contact centres, policy networks, New Public Management, Sweden
National Category
Information Systems, Social aspects
Research subject
SOCIAL SCIENCE
Identifiers
urn:nbn:se:hv:diva-6793 (URN)9789175952383 (ISBN)
Opponent
Supervisors
Available from: 2014-10-09 Created: 2014-10-09 Last updated: 2016-11-13Bibliographically approved

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