Diffusion of personalized e-government services among Dutch municipalities: An empirical investigation and explanation

This article describes the trend of personalization in electronic service delivery, with a special focus on municipal electronic service delivery in the Netherlands. Personalization of electronic services refers to the one-to-one citizen orientation using authentication, profiling and customization techniques. The percentage of Dutch municipalities offering services through personalized electronic counters has increased from 14% (2006) to 28% (2009). Using binary logistic regression analyses of 2008 survey data, it is concluded that personalization is positively associated with size of municipalities but not with e-government and policy innovation statements, nor with explicit political responsibility with respect to e-government development. Based on these findings, alternative explanations for the adoption and diffusion of personalized e-government services are suggested. Copyrigh

Exploring collective leadership and coproduction: An empirical study

Replaced version without front matter with version with front matter 2021-02-08.This chapter explores coproduction through a collective leadership lens. It draws from the public administration and leadership fields and a 2019 empirical study of public service collaboration in Scotland, UK. It is suggested that tensions generated by working within a New Public Management model combined with frustrations felt from current collaborative practice have motivated an exploration into alternative conceptions of leadership and different ways of working when collaborating. The findings reveal that collaboration can be strengthened through the application of four key processual and attitudinal modifications. This approach is described as working in an emergent and relational way while applying a systems and inquiry mind-set. It is the effect of the sum of these parts that boosts the intensity of collaborative work, offering a number of benefits, including an enriched and dynamic coproduction process embedded within its practice.https://doi.org/10.4018/978-1-7998-4975-9pubpu

Low Cost and Human-Centered Innovations in Healthcare Services: A Case of Excellence in Italy

This chapter focuses on a change effort for introduction of an e-governance innovation in the operating room management of a medium-sized Italian hospital, which led to higher levels of efficiency and effectiveness at once. The innovative project has made all the stages of the surgical process transparent, highlighting where there is an opportunity to improve overall performance via the introduction of organizational and process innovations. New techniques implemented and the specific factors that led to the hospital\u2019s success in achieving improved outcomes at lower costs are discussed. The chapter concludes by highlighting that low cost and human-centricity are amongst the key characteristics of success of this innovation

Data analytics for better branding of e-governance and e-business systems

Efficient e-governance leads to stronger democracy which can be achieved through higher trust, visibility, and transparency in the system, which can be acquired through effective branding. Various techniques of data analytics can help in achieving trust and transparency in the system. The objective of the study is to resolve various issues in the public sector through analytics-based improvement of different parameters of branding, namely, communication, consistency, clarity, and competition. The research design of the study is a combination of both qualitative and quantitative techniques like descriptive statistics. The main techniques emerged for data analysis includes rating and ranking analysis of government apps, social media analytics, text and speech analytics, media analytics, statistical analytics and data mining, telecom analytics, and people demographics for government programs. It was found that the “Digital India” campaign under e-governance initiative was highly successful based on different kinds of analytical methods found in the study