The Role of Contextual Factors in the Influence of ICT on Street-Level Discretion

Public service workers in the frontline have traditionally enjoyed a wide freedom to make decisions during policy implementation. Research shows that technology has both constraining and enabling effects on public service workers affecting their ability to exercise discretion. What remains unclear is under which circumstances discretion is influenced by technology. Using a case study approach and drawing on neo-institutional theory, this paper studies a court to identify contextual factors affecting the phenomenon. Findings show that technology has no unilateral effect on street-level discretion, and is found moderated by contextual factors such as the degree of social complexity in a case, skills possessed by public service workers, and the need for face-to-face contact. Furthermore, the influence of technology on street-level discretion depends on the technology in use

Re-Visiting IS Design Science Artifacts: Making a Case for Critical Realism

In this paper critical realism is suggested as a \ suitable philosophical assumption to guide a \ separate, stand-alone retrospective evaluation of \ design science projects and artifacts. A main \ contribution of the paper is to argue that knowledge \ can be gained in retrospective evaluations of design \ science projects regardless of the success or nonsuccess \ of the project itself. Thereby, retrospective \ evaluation complements current evaluations that are \ mostly means-end focused. The argumentation is \ supported through re-visiting two e-government \ design science projects, which can be considered \ both as failures and successes depending on the \ framing. Critical realism puts focus on knowing \ through making and widens the use of design science \ in areas where utility is not the main goal. Future \ research should focus on providing more details on \ how a critical realism retrospective in design science \ should be carried out