The Electronic Journal of e-Government publishes perspectives on topics relevant to the study, implementation and management of e-Government

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Journal Article

Warm Experts in the age of Mandatory e‑Government: Interaction Among Danish Single Parents Regarding Online Application for Public Benefits  pp87-98

Christian Madsen, Pernille Kræmmergaard

© Jun 2016 Volume 14 Issue 1, Editor: Frank Bannister, pp1 - 134

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Abstract

Abstract: Citizens adoption of e‑government channels has been the focus of both academic studies and public policy for over a decade. Current efforts seek to reduce citizens interaction with caseworkers through traditional channels in favor of increased use of e‑government self‑service channels. To increase adoption rates and reduce the costs of public administration, the Danish e‑government strategy has made e‑government self‑service channels mandatory thereby attempting to turn citizens into their own caseworkers. The channel choice branch of e‑government studies how citizens and businesses choose interaction channels in a public service encounter. Until now, studies of citizens channel choice have taken place at the level of the individual and ignor ed the influence of group processes. Moreover, although the importance of digital literacy has been widely recognized in relation to citizen channel choice and e‑government adoption, citizens knowledge of public administration and administrative processe s has received less attention. To cover this gap, we conducted a qualitative study of how citizen‑to‑citizen interaction influences channel choice in public service encounters, and how citizens share advice for seeking public benefits. The study entailed five focus group discussions and nine follow‑up individual semi‑structured interviews with Danish single parents who receive public benefits. We employ domestication theory and the concept of the warm expert to inform our analysis. Our findings show tha t the interaction and advice sharing among citizens extends beyond the choice of channels and also covers how the selected channels are used and evaluated. In addition to helping each other with how to use e‑government self‑service channels, citizens also share practices for negotiating with public authorities. This negotiation requires the use of traditional channels and concerns areas such as increasing the likelihood of being granted benefits and ways of getting around the mandatory requirement for e‑g overnment self‑service channels. Based on our findings we present contributions to the channel choice field and offer suggestions for how to expand and update a previous channel choice process model.

 

Keywords: Keywords: channel choice, citizen-to-citizen interaction, domestication theory, e-government, multichannel, public benefits, single parents, warm experts

 

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Journal Article

TKAS Model: Citizen Interaction to Resolve Minority Issues in Public Administration  pp119-126

Akiko Orita

© Dec 2005 Volume 3 Issue 3, Editor: Frank Bannister, pp99 - 156

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Abstract

The present paper discusses the potential benefits of interaction among citizens on the Internet in the area of public administration. Its arguments are supported by a study previously conducted on a Bulletin Board System (BBS). Special reference is made to two instances where citizen interaction succeeded in prodding public administration into helpful action. Although e‑Government policy in Japan has already accomplished information disclosure and digitization of documents, the latter mostly cover common requests and procedures. However, requests that are hard to classify or altogether non‑conforming cannot be handled by local governmental websites because of functional disorder stemming from case complexity or lack of human resources. Making a case for resident collaboration and mutual aid, this paper takes its cue from studies of customer interaction in the field of business management. Finally, the paper proposes a specific collaboration and information storage model (TKAS) as a solution for functional disorder in e‑Government.

 

Keywords: Citizen interaction, e-Government, mutual aid, non-conforming case, administration

 

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Journal Issue

Volume 3 Issue 3 / Nov 2005  pp99‑156

Editor: Frank Bannister

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Keywords: electronic journal, papers, articles, eGovernment, electronic government, eGovernment methods, eGovernment studies, e-Government, Accessibility guidelines, Administration, Administrative workflows, Benchmarking, Citizen interaction, Country case study, Diffusion, Digital divide, e-Government, e-Procurement, Institutions, Internet access, Inter-organizational systems, Legal constraints, Measuring e-Government, Municipalities, Mutual aid, Non-conforming case, Policy, Public process modeling, Public sector, Slovenia, Tools, Web style guide, Web testing and evaluation and assistive technology

 

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Journal Issue

Volume 3 Issue 4 / Dec 2005  pp157‑240

Editor: Frank Bannister

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Keywords: electronic journal, papers, articles, eGovernment, electronic government, eGovernment methods, eGovernment studies, e-Government, Accessibility guidelines, Administration, Administrative workflows, Benchmarking, Citizen interaction, Country case study, Diffusion, Digital divide, e-Government, e-Procurement, Institutions, Internet access, Inter-organizational systems, Legal constraints, Measuring e-Government, Municipalities, Mutual aid, Non-conforming case, Policy, Public process modeling, Public sector, Slovenia, Tools, Web style guide, Web testing and evaluation and assistive technology

 

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