34 research outputs found
Digitizing Discretionary Practices in Public Service Provision: An Empirical Study of Public Service Workersâ Attitudes
Public service workers have traditionally enjoyed a wide freedom to make decisions about clients. With the increased use of ICT in public service provision, discretionary practices are influenced or replaced by computerized routines, known as digital discretion. Based on the assumption that public service workers are motivated by helping individual clients, this paper focuses on characteristics of public service provision that can explain their digital discretion acceptance. To find out, we surveyed public service workers (n=125) within several types of public service provision and used structural equation modeling (PLS-SEM). We conclude that professional motivations and the nature of public service provision make it difficult to completely digitize discretionary practices. Policy implications include paying special attention to the opportunities that technological innovations can create and the potential inability of public service workers to fully utilize digital tools due limited training and age
Prosessledelse og digitalisering
I denne artikkelen utforsker vi om det er en gjensidig sammenheng mellom prosessledelse og digitalisering. Prinsipielt handler prosessledelse om Ä ha kontroll med virksomhetens prosesser og forbedre dem ved behov, mens digitalisering handler om Ä utvikle og innfÞre digitale lÞsninger basert pÄ moderne digital teknologi. I artikkelen drÞfter vi om, og eventuelt pÄ hvilken mÄte disse pÄvirker hverandre og om det sterke fokuset det er pÄ digitalisering i dag har innvirkning pÄ prosessledelse som fag. Og hvis digitalisering pÄvirker prosess- ledelse, vil dermed prosessledelse bli mer relevant som stÞtte til virksomheters digitaliseringsarbeid? For Ä undersÞke dette henter vi inn erfaringer fra norske virksomheter gjennom en undersÞkelse med 104 respondenter. Funnene bidrar til Þkt forstÄelse for forholdet mellom prosessledelse og digitalisering, og har implikasjoner for praksis og videre forskning
The impact of senior management involvement, organisational commitment and group efficacy on ITIL implementation benefits
Published version of an article from the journal: Information Systems and e-Business Management. Also available from Springerlink: http://dx.doi.org/10.1007/s10257-014-0253-4Senior management involvement, organisational commitment and group efficacy are expected to have a positive impact on Information Technology Infrastructure Library (ITIL) implementation benefits. Specifically, more involvement, commitment and efficacy should produce greater achievement. Analysing data from a survey of 446 Nordic ITIL experts, this paper examines the relationships between these predictor factors and benefits, and investigates which is most critical. This study verifies the importance of all factors, but contrary to previous research, which has especially emphasised the role of senior management, in this research, group efficacy has proved to be the strongest predictor, indicating that the capabilities of those involved in the ITIL implementation are more important for realising the potential benefits than is senior management involvement. This work contributes to theorising in an important area of practice by testing and validating measurements and instruments for an empirical-based model of ITIL implementation
Using the ITIL Process Reference Model for Realizing IT Governance: An Empirical Investigation
The adoption of ITIL in the Nordic Countries: exploring regional differences
This paper responds to a call for exploring regional differences of how IT Service Management (ITSM)
is adopted. We do so by examining the adoption of the ITSM processes as defined in the IT Infrastructure
Library (ITIL). The adoption levels of the individual ITIL processes are compared, and the contributions
of country, organization size and industry sector are assessed. The analyses are based on 836 responses
from three consecutive surveys over a five-year period conducted in collaboration with the four Nordic
itSMF chapters: Sweden, Denmark, Finland and Norway. We also compare and analyze these results
with findings from three studies in other regions. We found that significant differences exist in the
adoption levels of ITIL between the Nordic countries, between companies of different size, and that the
adoption levels of public and private sector firms differ over the years. Furthermore, compared to crossnational studies from other regions, our findings showed that the Nordic countries had lower overall
adoption levels of the ITIL processes. Implications for practice and for further research are discussed.publishedVersionnivÄ
Co-creation in networks of SMEs: a conceptual model of the co-creation process
publishedVersio
An exploratory approach for benefits management in e-government: Insights from 48 Norwegian government funded projects
Author's version of a chapter in Proceeding of 41th Hawaii International Conference on System Sciences. Also available from the publisher at http://dx.doi.org/10.1109/HICSS.2008.55Efforts to improve governance and government functions through the use of information technology continue to draw considerable parts of the budgets of government agencies. To meet public and political demands for increased visibility of effects of e- Government investments, there is a trend to extend existing practices of evaluation towards more holistic management practices, commonly referred to as benefits management. However, benefits management practices and effects of such practices are poorly documented. This paper presents a particular approach to benefits management that has been developed by the Norwegian government. The technique has been applied in 48 e-Government projects and this paper presents insights from the application of the technique and discusses its' strengths and weaknesses
Pilotprosjekter i kommunal e-helse â fremmes eller hemmes tjenesteinnovasjon?
Studier av tidligere forskning viser at det er et gap i litteraturen om pilotprosjekters betydning for tjenesteinnovasjon/-utvikling, og dette gapet sÞker vi Ä utforske i vÄrt arbeid. Vi har valgt et multicase design, hvor vi har fulgt et sett kommuner som har samarbeidet i et felles pilotprosjekt om innfÞring av teknologi for tilsyn med pleietrengende. VÄre funn viser en utbredt frustrasjon fra IT-avdelingene, der stÞtte i ledelse og mangel pÄ mulighet til involvering, samt mangel pÄ ressurser og fravÊr av standarder er viktige faktorer. Videre ser vi at det gjerne blir tatt lett pÄ pilotprosjekter, gjerne pÄ bakgrunn av pilotprosjektenes natur, der det ikke blir investert store belÞp. Til tross for at det er en rekke utfordringer med slike prosjekter, argumenterer vi for at det likevel kan vÊre rasjonelt Ä gjennomfÞre pilotprosjekter for Ä teste ut ny teknologi i helsesektoren, men vÄre funn kan bidra til Ä styre disse prosjektene bedre. Videre forskning bÞr undersÞke norske kommuners innstilling til pilotprosjekter og prosjektorganisering i forbindelse med IT-innfÞringer.  Videre bÞr man undersÞke hvor viktig IT-avdelingene vil vÊre for norske kommuner, sÊrlig med tanke pÄ den videre innfÞringen av velferdsteknologi i helsevesenet