Does local government staff perceive digital communication with citizens as improved service?
Research output: Contribution to journal › Journal article › Research › peer-review
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Does local government staff perceive digital communication with citizens as improved service? / Berger, Jesper B.; Hertzum, Morten; Schreiber, Trine Louise.
In: Government Information Quarterly, Vol. 33, No. 2, 2016, p. 258-269.Research output: Contribution to journal › Journal article › Research › peer-review
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TY - JOUR
T1 - Does local government staff perceive digital communication with citizens as improved service?
AU - Berger, Jesper B.
AU - Hertzum, Morten
AU - Schreiber, Trine Louise
PY - 2016
Y1 - 2016
N2 - Digital communication between government and citizens is pivotal to e-government. The Danish e-government initiative Digital Post aims to digitize all communication between government and citizens. We surveyed local government staff about how Digital Post affects the service delivered to citizens. As much as 82% of the 448 respondents considered digital communication with citizens using Digital Post a good idea, yet 47% reported concrete incidents in which they perceived a decrease in service with Digital Post. This result shows the importance of distinguishing between the overall service relationship and the concrete incidents of which the service consists. We discuss interactions between the relationship level and the incident level of Digital Post on the basis of a content analysis of the respondents’ incident descriptions.
AB - Digital communication between government and citizens is pivotal to e-government. The Danish e-government initiative Digital Post aims to digitize all communication between government and citizens. We surveyed local government staff about how Digital Post affects the service delivered to citizens. As much as 82% of the 448 respondents considered digital communication with citizens using Digital Post a good idea, yet 47% reported concrete incidents in which they perceived a decrease in service with Digital Post. This result shows the importance of distinguishing between the overall service relationship and the concrete incidents of which the service consists. We discuss interactions between the relationship level and the incident level of Digital Post on the basis of a content analysis of the respondents’ incident descriptions.
KW - Faculty of Humanities
KW - E-government
KW - digital communication
KW - online services
KW - technology adoption
KW - local government
KW - digital divide
U2 - 10.1016/j.giq.2016.03.003
DO - 10.1016/j.giq.2016.03.003
M3 - Journal article
VL - 33
SP - 258
EP - 269
JO - Government Information Quarterly
JF - Government Information Quarterly
SN - 0740-624X
IS - 2
ER -
ID: 162314513