Abstract
Digitalization and increasing demand of e-government services are not changing only the way the citizens can use public services, but also the nature of work of many municipality employees. At best this kind of digitalization can offer added value in the form of enhancing the work of the municipality personnel. In this paper, we study the effects of adopting an e-government service on work in municipalities. Based on an empirical investigation of five municipalities we propose flow efficiency as a key metric to grasp the added value of digitalization of a public service, as it reveals the most valuable activities as well as the potential bottlenecks. Flow efficiency measurement gives therefore a better indicator to be used in e-government process development than e.g. simple throughput time especially when evaluating the effects of digitalization on knowledge work productivity.
Original language | English |
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Title of host publication | AcademicMindtrek '16: Proceedings of the 20th International Academic Mindtrek Conference |
Subtitle of host publication | Oct. 17th-19th, 2016 |
Publisher | ACM |
Pages | 20-25 |
Number of pages | 6 |
ISBN (Electronic) | 978-1-4503-4367-1 |
DOIs | |
Publication status | Published - 17 Oct 2016 |
Publication type | A4 Article in conference proceedings |
Event | Mindtrek Conference - Duration: 1 Jan 1900 → … |
Conference
Conference | Mindtrek Conference |
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Period | 1/01/00 → … |
Keywords
- E-Government
- Efficiency
- value assessment
Publication forum classification
- Publication forum level 1
ASJC Scopus subject areas
- Public Administration
- Information Systems
- Human-Computer Interaction