Public Sector Transformation
through E-Government
Routledge Studies in Innovation, Organization
and Technology
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26 Public Sector Transformation
through E-Government
18 Creativity and Innovation in
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Public Sector Transformation
through E-Government
Experiences from Europe and North
America
Edited by Vishanth Weerakkody
and Christopher G. Reddick
NEW YORK LONDON
First published 2013
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Library of Congress Cataloging-in-Publication Data
Public sector transformation through e-government : experiences from
Europe
and North America / edited by Vishanth Weerakkody and
Christopher G. Reddick.
p.
cm.
—
(Routledge studies in innovation, organization and
technology ; 26)
Includes bibliographical references and index.
1. Public administration—Technological innovations. 2. Internet
in public administration. 3. Public administration—Technological
innovations—Europe. 4.
Internet
in public administration—Europe.
5. Public administration—Technological innovations—North America.
6. Internet in public administration—North America. I.
Weerakkody,
Vishanth. II. Reddick, Christopher G.
JF1525.A8P833 2012
352.3'802854678—dc23
2012010061
ISBN13: 978-0-415-52737-8 (hbk)
ISBN13: 978-0-203-09668-0 (ebk)
Typeset in Sabon
by IBT Global.
Printed and bound in the United States of America on sustainably sourced
paper by IBT Global.
Contents
List of Figures
xi
List of Tables
xiii
1 Public Sector Transformation through E-Government
1
VISHANTH WEERAKKODY AND CHRISTOPHER G. REDDICK
PART I
Transformational E-Government
2 Open Government as a Vehicle for Government Transformation
9
DENNIS LINDERS, SUSAN COPELAND WILSON, AND JOHN CARLO BERTOT
3 E-Government and the Evolution of Service Canada:
Transformation or Stagnation?
25
JEFFREY ROY
4 Transformative E-Government and Public Service:
Public Libraries in Times of Economic Hardship
35
JOHN CARLO BERTOT, PAUL T. JAEGER, AND NATALIE N. GREENE
5 A
Green Revolution: Innovation and Transformation in the
Use of ICT by the Irish Department of Agriculture
47
FRANK BANNISTER, REGINA CONNOLLY, AND PHILIP O’REILLY
6 Bridging E-Government and Performance in the Italian
Public Sector
60
CARLOTTA DEL SORDO, REBECCA LEVY ORELLI, EMANUELE PADOVANI,
AND ENRICO DEIDDA GAGLIARDO
viii Contents
7 Identifying Core Capabilities for Transformational Local
Digital Government: A Preliminary Conceptual Model
74
LUIS FELIPE LUNA-REYES AND J. RAMON GIL-GARCIA
PART II
Benefi t
fi s and Barriers to Transformation
8 Examining Successful Public Sector Electronic Services
in Finland
91
TOMMI INKINEN
9 Identifying Online Citizens: Understanding the Trust Problem
107
RUTH HALPERIN AND JAMES BACKHOUSE
10 Profi
filing E-Participation Research in Europe and North
America: A Bibliometric Analysis about Articles Published
120
MANUEL PEDRO RODRÍGUEZ BOLÍVAR, LAURA ALCAIDE MUÑOZ, AND
ANTONIO M. LÓPEZ HERNÁNDEZ
11 Rational Choice Theory: Using the Fundamentals of Human
Behavior to Tackle the Digital Divide
140
PORCHE MILLINGTON AND LEMURIA CARTER
12 E-Government for All: From Improving Access to Improving
the Lives of the Disadvantaged
152
JEREMY MILLARD
PART III
T-Government and Public Service Delivery
13 Collaborative Government: E-Enabled Interagency
Collaboration as a Means for Government Process Redesign
169
ARI-VEIKKO ANTTIROIKO
14 Diff
ffusion of Personalized Services among Dutch Municipalities:
Evolving Channels of Persuasion
183
VINCENT HOMBURG AND ANDRES DIJKSHOORN
Contents ix
15 E-Government Adoption of XBRL: A U.K./U.S. Comparison
198
RANIA MOUSA AND YU-CHE CHEN
16 E-Government Implementation in Times of Change:
The Role of Shared Services in Transforming Government
211
ANTON JOHA AND MARIJN JANSSEN
17 E-Strategic Management Lessons from Greece
224
LEONIDAS G. ANTHOPOULOS, DIMITRIOS TRIANTAFYLLOU,
AND PANOS FITSILIS
18 State Response to Obama’s Broadband Access Policy:
A Study in Policy Implementation
242
RAMONA MCNEAL
Contributors
255
Index
265
Figures
2.1 U.S. Open Government Initiative on the Gartner Hype
Cycle. 19
6.1 Types of accountability systems. 63
6.2 Civit
website—reform implementation—ministries and
other entities section.
68
7.1 Geographic distribution of municipalities participating in
the workshops. 79
7.2 Main
categories of core capabilities. 82
7.3 Preliminary dynamic conceptual model of core capabilities. 85
8.1 SMS
ticketing process. 97
8.2 Journey
planner user interface steps.
98
8.3 A concise schematic of palkka.fi online user interface.
99
10.1 Time
sequence for articles on e-participation (2000–2010).
125
10.2 Academic departments which investigate e-participation. 127
12.1 Usage patterns of three types of government service user.
156
12.2 The focus of leading edge inclusive e-government practices,
2005–2007.
157
12.3 Channel and targeting strategies of leading edge inclusive
e-government practices, 2005–2007.
158
12.4 Maslow’s needs hierarchy adapted to individual needs.
159
12.5 Changing where ICT is used in the inclusive e-government
service delivery value chain, 2005–2007.
160
12.6 New types of business model for delivering services to
disadvantaged people. 162
12.7 Day Activity project, the Netherlands.
163
13.1 Approaches to government process redesign.
171
13.2 Benefi tin
fi
g from e-enabled administrative simplification
and redesign.
177
14.1 Model of institutional infl uenc
fl
e on adoption of personalized
e-government. 194
xii Figures
16.1 Simplifie
fi d model of the HRM SSC P-Direkt with its customers.
214
17.1 The strategic life-cycle. 228
17.2 The
strategy map of the Greek Information Society.
235
17.3 The strategy map of the Digital Convergence.
235
17.4 The strategy map of the Digital Convergence II.
236
17.5 Spending distribution during e-strategic implementation.
238
Tables
2.1 Selected Accomplishments of the U.S. Open Government
Initiative 14
2.2 Transformation Goals Targeted to Address Grand
Challenges through OGP Principles 15
2.3 Open Government Enablers for Transformation 16
5.1 Overview of Strategy 50
5.2 Multilayer Architecture Used
50
5.3 Principal Stages in Adding Value
55
6.1 Italy’s E-Government Main Policy Strategies after Brunetta
Reform 65
6.2 Ministries: Status of Brunetta Reform Implementation
through E-Government
70
7.1 Core Financial Capabilities from the Perspectives of Local
CIOs 80
7.2 Top
Fifteen Capabilities in Terms of Importance
83
7.3 Assessment of Current Development of the Top Fifteen
Capabilities 84
8.1 Specially Awarded Electronic Services by the Finnish
Information Society Policy Program in the Years 2004
and 2006
102
9.1 Mission Creep Categories in Rank Order
113
9.2 Trustworthiness Attributes in Rank Order
115
9.3 Summary of Trust Perceptions Related to eID
115
10.1 Defi
finitions of E-Participation Research Topics
131
10.2 Dimensions
&nbs
p; of E-Participation
131
10.3 Articles on E-Participation Found in Each JCR Journal
(2000–2010) 132
10.4 Chronological Distribution of Diff
fferent Subjects Dealt with
in E-Participation (USA Studies vs. Europe Studies)
133
10.5 Chronological Distribution of the Use of Methodologies
135
xiv Tables
10.6 Methodologies Used to Analyze Each of the Phenomena
Related to E-Participation (Percentage)
136
10.7 E-Participation
Research Topics in the Main Journals 137
11.1 Four Types of Access Divides 145
11.2 Rational Choice Theory to Understand the Access Divide
145
11.3 Gaps Associated with the Four Access Divides
146
14.1 Review of Explanatory E-Government Studies
184
14.2 Summary and Formal Descriptions of Three Rival Diffusion
Models
187
14.3 Prevalence of Personalization Attributes in Dutch Municipal
E-Government Services
189
14.4 Parameters for Best Fit for E-Government Personalization
Adoption in Municipalities in the Netherlands 2006–2010
189
14.5 Model Comparisons against White Noise Model 189
14.6 Model Comparisons among Alternative Diffusion Models
190
14.7 Sources
of Pressure
191
14.8 Organizational Search
192
14.9 Frames of Personalization 193
15.1 Financial Results of CH’s Registration and Dissemination
Services (2002–2010) 203
16.1 Chronological Timeline of the HRM SSC P-Direkt 215
16.2 Lessons Learned from the P-Direkt Case Study 218
16.3 Main Characteristics of the New Project Approach after
the Re-initiation of P-Direkt 220
17.1 Analysis of Major E-Strategies 225
17.2 The EFE Matrix for the Greek Strategies 232
17.3 The IFE Matrix for the Greek Strategies 233
17.4 The CPM for the Greek Cases
234
17.5 Major Large-Scale Projects Funded by the Greek E-Strategies 238
18.1 State-Level Broadband Access Policy Implementation
249
1 Public Sector Transformation
through E-Government
Vishanth Weerakkody and
Christopher G. Reddick
TRANSFORMATION AND E-GOVERNMENT
Over the last decade, governments in Europe and North America in par-
ticular have intensifi
fied their eff
fforts to improve effi
fficiency of public services
through electronic government (e-government) influenc
fl
ed transformation
of public institutions. It is in every government’s interest to make their
public services more effi
Public Sector Transformation Through E-Government Page 1