Digitizing Discretionary Practices in Public Service Provision: An Empirical Study of Public Service Workers’ 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 å ha kontroll med virksomhetens prosesser og forbedre dem ved behov, mens digitalisering handler om å utvikle og innføre digitale løsninger basert på moderne digital teknologi. I artikkelen drøfter vi om, og eventuelt på hvilken måte disse påvirker hverandre og om det sterke fokuset det er på digitalisering i dag har innvirkning på prosessledelse som fag. Og hvis digitalisering påvirker prosess- ledelse, vil dermed prosessledelse bli mer relevant som støtte til virksomheters digitaliseringsarbeid? For å undersøke dette henter vi inn erfaringer fra norske virksomheter gjennom en undersøkelse med 104 respondenter. Funnene bidrar til økt forståelse 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

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.publishedVersionnivå

The Co-creation Canvas

publishedVersio

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

Co-creation of IT-value in a cluster of small enterprises

publishedVersionNivå

Pilotprosjekter i kommunal e-helse – 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 søker vi å utforske i vårt arbeid. Vi har valgt et multicase design, hvor vi har fulgt et sett kommuner som har samarbeidet i et felles pilotprosjekt om innføring av teknologi for tilsyn med pleietrengende. Våre funn viser en utbredt frustrasjon fra IT-avdelingene, der støtte i ledelse og mangel på mulighet til involvering, samt mangel på ressurser og fravær av standarder er viktige faktorer. Videre ser vi at det gjerne blir tatt lett på pilotprosjekter, gjerne på bakgrunn av pilotprosjektenes natur, der det ikke blir investert store beløp. Til tross for at det er en rekke utfordringer med slike prosjekter, argumenterer vi for at det likevel kan være rasjonelt å gjennomføre pilotprosjekter for å teste ut ny teknologi i helsesektoren, men våre funn kan bidra til å styre disse prosjektene bedre. Videre forskning bør undersøke norske kommuners innstilling til pilotprosjekter og prosjektorganisering i forbindelse med IT-innføringer.  Videre bør man undersøke hvor viktig IT-avdelingene vil være for norske kommuner, særlig med tanke på den videre innføringen av velferdsteknologi i helsevesenet