Channel Choice Determinants; an exploration of the factors that determine the choice of a service channel in citizen initiated contacts

Citizens have various service channels at their disposal to interact with governmental agencies. In this paper we explore citizens’ motives to choose a certain channel in a certain situation. We conducted a qualitative study to accumulate the most important behavioral determinants. Six groups of determinants were found; habit, channel characteristics, task characteristics, situational constraints, experiences and personal characteristics. People appear to generally follow two lines of decision making when choosing channels, the first is based on habits. When task complexity and ambiguity increase, people start reasoning and follow the second line; channel choice based on a thorough elaboration between task and channel characteristics

The Proceedings of the 23rd Annual International Conference on Digital Government Research (DGO2022) Intelligent Technologies, Governments and Citizens June 15-17, 2022

The 23rd Annual International Conference on Digital Government Research theme is “Intelligent Technologies, Governments and Citizens”. Data and computational algorithms make systems smarter, but should result in smarter government and citizens. Intelligence and smartness affect all kinds of public values - such as fairness, inclusion, equity, transparency, privacy, security, trust, etc., and is not well-understood. These technologies provide immense opportunities and should be used in the light of public values. Society and technology co-evolve and we are looking for new ways to balance between them. Specifically, the conference aims to advance research and practice in this field. The keynotes, presentations, posters and workshops show that the conference theme is very well-chosen and more actual than ever. The challenges posed by new technology have underscored the need to grasp the potential. Digital government brings into focus the realization of public values to improve our society at all levels of government. The conference again shows the importance of the digital government society, which brings together scholars in this field. Dg.o 2022 is fully online and enables to connect to scholars and practitioners around the globe and facilitate global conversations and exchanges via the use of digital technologies. This conference is primarily a live conference for full engagement, keynotes, presentations of research papers, workshops, panels and posters and provides engaging exchange throughout the entire duration of the conference

Application of Text Analytics in Public Service Co-Creation: Literature Review and Research Framework

The public sector faces several challenges, such as a number of external and internal demands for change, citizens' dissatisfaction and frustration with public sector organizations, that need to be addressed. An alternative to the traditional top-down development of public services is co-creation of public services. Co-creation promotes collaboration between stakeholders with the aim to create better public services and achieve public values. At the same time, data analytics has been fuelled by the availability of immense amounts of textual data. Whilst both co-creation and TA have been used in the private sector, we study existing works on the application of Text Analytics (TA) techniques on text data to support public service co-creation. We systematically review 75 of the 979 papers that focus directly or indirectly on the application of TA in the context of public service development. In our review, we analyze the TA techniques, the public service they support, public value outcomes, and the co-creation phase they are used in. Our findings indicate that the TA implementation for co-creation is still in its early stages and thus still limited. Our research framework promotes the concept and stimulates the strengthening of the role of Text Analytics techniques to support public sector organisations and their use of co-creation process. From policy-makers' and public administration managers' standpoints, our findings and the proposed research framework can be used as a guideline in developing a strategy for the designing co-created and user-centred public services

Open Data Explorer: An End-to-end Tool for Data Storytelling using Open Data

Enabling users to better understand government actions is one reason why governments have sought to open their data to the public. Data storytelling tools help to achieve this goal by facilitating users to turn data into stories. However, existing tools are not able to provide the necessary features to overcome the barriers users face at different data storytelling stages. This paper provides findings regarding the features in the design of these data storytelling tools in the open data context and also presents a generic and end-to-end tool called ODE, which helps users through the different data storytelling stages. To achieve the paper’s objectives, a literature review was first conducted to collect the features needed for the different data storytelling stages. Then, the identified features were integrated into ODE and its effectiveness in helping users to easily turn data into stories was demonstrated through an evaluation involving 11 users

Understanding Citizen Actions in Public Encounters:Towards a Multi-Channel Process Model

This paper presents ongoing research that is part of a larger engaged research project which aims to investigate what public services are suitable for digitalization. The aim of our paper is twofold. First, we explore and describe citizens' core actions in their interaction with public organizations during application for public benefits. We develop a generic process model for how this interaction can be captured empirically. The model is based on a review of previous studies from e.g., channel choice, multi-channel management, and service management, and provides a holistic view of the core actions in public service delivery as seen from the perspective of the citizen. Second, we add a channel behavior dimension to this model to create a service blueprint template that can be used to capture and analyze citizens' multichannel behavior related to benefit application. Hereby we contribute to the digital government field with a research methodology for investigation of citizens' continuous channel behavior during public service encounters

Open Data Explorer:An End-to-end Tool for Data Storytelling using Open Data

Enabling users to better understand government actions is one reason why governments have sought to open their data to the public. Data storytelling tools help to achieve this goal by facilitating users to turn data into stories. However, existing tools are not able to provide the necessary features to overcome the barriers users face at different data storytelling stages. This paper provides findings regarding the features in the design of these data storytelling tools in the open data context and also presents a generic and end-to-end tool called ODE, which helps users through the different data storytelling stages. To achieve the paper’s objectives, a literature review was first conducted to collect the features needed for the different data storytelling stages. Then, the identified features were integrated into ODE and its effectiveness in helping users to easily turn data into stories was demonstrated through an evaluation involving 11 users

Digital Strategies in Action – a Comparative Analysis of National Data Infrastructure Development

In recent years, many countries have started to draft strategies and policies related to the data economy. To support new data-driven activities and innovations, the development of a national data infrastructure (NDI) is seen as key. The concept of NDI has entered governmental strategic discussions on data as an asset, the role of data infrastructures in innovation and economic activity, and the role of government therein. However, there is a gap between the ambitions as laid out in the strategies and the actual actions taken towards realizing them. To understand this gap and support NDI development, insight is needed in the components and processes of realizing NDI strategies. In this paper, we study NDI strategies 'in action' in the Netherlands and Switzerland using an analytical framework comprising strategies, stakeholders, design, components and governance. Special emphasis is put on the role of government in formulating and implementing strategies. Our cross-case analysis uncovers lessons that seem relevant for NDI development elsewhere, as well as challenges that need to be resolved before NDIs can hope actually make the impact associated with them

Mining a MOOC to examine international views of the “Smart City”

Increasing numbers of cities are focussed on using technology to become “Smart”. Many of these Smart City programmes are starting to go beyond a technological focus to also explore the value of a more inclusive approach that values the input of citizens. However, the insights gained from working with citizens are typically focused around a single town or city. In this paper we explore whether it is possible to understand people’s opinions and views on the Smart City topics of Open Data, privacy and leadership by examining comments left on a Smart City MOOC that has been delivered internationally. In doing so we start to explore whether MOOCs can provide a lens for examining views on different facets of the Smart City agenda from a global audience, albeit limited to the demographic of the typical MOOC user