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Cited by 93E-Government and Public ServicesInnovative Approaches in Technology and Social DevelopmentPublic Policy and Administration Research

Citizen-oriented digital transformation in the public sector

Open access
Mergel, Ines, Kattel, Rainer, Lember, Veiko, McBride, Keegan·2018·Proceedings of the 19th Annual International Conference on Digital Government Research: Governance in the Data Age
DOI 10.1145/3209281.3209294
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Abstract

Digital transformation has emerged as a term that describes the departure from digitization efforts to a full stack revision of the policies, processes and services in order to create simpler user experiences for citizens and frontline workers. While previous waves of digitization focused on the transition from analog to (parallel) digital services to increase efficiency and effectiveness of government services, digital transformation aims to redesign and reengineer government services from the ground up to fulfill changing user needs. At the center of these efforts are users --- both internal and external users --- of digital services who are included in the digital transformation efforts. This panel therefore brings together four aspects of digital transformation: a) dynamic capabilities as a precondition for digital transformation; b) co-design of digital services with users; c) digital co-production and co-creation to increase legitimacy of digital services; and d) co-creation with open data to improve digital service delivery

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  • There is a pressing need to investigate digital transformation in public sector firms to redesign and reengineer government services to fulfill government requirements and customers' needs and increase the efficiency and effectiveness of government services, especially post-COVID-19.

    “Finally, there is a pressing need to investigate digital transformation in the public sector firms to redesign and reengineer government ser vices from the ground up to fulfill government requirements and cus tomers ' needs to increase the efficiency and effectiveness of government services (Mergel et al., 2018), especially post-COVID-19 (Agostino et al., 2021).”

    From Mastering digital transformation: The nexus between leadership, agility, and digital strategy (2022) · cites this paper as Mergel et al., 2018

    The Abstract (p. 1) supports redesigning and reengineering government services from the ground up to meet changing user needs. It attributes increased efficiency and effectiveness to earlier digitization efforts, however, rather than stating that digital transformation achieves those outcomes. Section 3.2 (p. 2) emphasizes moving beyond services designed solely around internal policy requirements. The post-COVID-19 phrase is attached to a different citation and is not assessed here. (LLM, conf=0.86)

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Cites

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Research works printed but not linked: 15

  1. [1][1] David J. Teece. Dynamic capabilities and entrepreneurial management in large organizations: Toward a theory of the (entrepreneurial) firm. European Economic Review , 86:202-216, jul 2016. -
  2. [3][3] Constance E. Helfat and Jeffrey A. Martin. Dynamic Managerial Capabilities. Journal of Management , 41(5):1281-1312, jul 2015. -
  3. [2][2] Charles A. O'Reilly and Michael L. Tushman. Ambidexterity as a dynamic capability: Resolving the innovator's dilemma. Research in Organizational Behavior , 28:185-206, jan 2008. -
  4. [4][4] Fred Block. Swimming Against the Current: The Rise of a Hidden Developmental State in the United States. Politics & Society , 36(2):169-206, jun 2008. -
  5. [5][5] Dan. Breznitz. Innovation and the state : political choice and strategies for growth in Israel, Taiwan, and Ireland . Yale University Press, 2007. -
  6. [9][9] C.K. Prahalad and Venkat Ramaswamy. Co-creation experiences: The next practice in value creation. Journal of Interactive Marketing , 18(3):5-14, jan 2004. -
  7. [8][8] Ines Mergel. Agile innovation management in government: A research agenda. Government Information Quarterly , 33(3):516-523, 2016. -
  8. [10][10] Elizabeth B.-N. Sanders and Pieter Jan Stappers. Co-creation and the new landscapes of design. CoDesign , 4(1):5-18, mar 2008. -
  9. [12][12] Veiko Lember. The role of new technologies in co-production. In T Brandsen, T Steen, and B Verschuere, editors, Co-production and co-creation: engaging citizens in public service delivery. , number forthcoming. Routledge, 2018. -
  10. [13][13] Dennis Linders. From e-government to we-government: Defining a typology for citizen coproduction in the age of social media. Government Information Quarterly , 29(4):446-454, 2012. -
  11. [14][14] Beth Simone. Noveck. Smart citizens, smarter state : the technologies of expertise and the future of governing . Harvard University Press, 2015. -
  12. [16][16] Marijn Janssen, Yannis Charalabidis, and Anneke Zuiderwijk. Benefits, Adoption Barriers and Myths of Open Data and Open Government. Information Systems Management , 29(4):258-268, 2012. -
  13. [18][18] Keegan D; Mcbride, Gerli; Aavik, Tarmo; Kalvet, and Robert Krimmer. CoCreating an Open Government Data Driven Public Service: The Case of Chicago's Food Inspection Forecasting Model. In 51st Hawaii International Conference on System Sciences (HICSS) , pages 2453-2462. IEEE, 2018. -
  14. [17][17] Maarja Toots, Keegan Mcbride, Tarmo Kalvet, and Robert Krimmer. Open Data as Enabler of Public Service Co-creation : Exploring the Drivers and Barriers. In International Conference for E-Democracy and Open Government , pages 102-112, Krems, Austria, 2017. IEEE. -
  15. [19][19] Maarja Toots, Keegan McBride, Tarmo Kalvet, Robert Krimmer, Efthimios Tambouris, Eleni Panopoulou, Evangelos Kalampokis, and Konstantinos Tarabanis. A Framework for Data-Driven Public Service Co-Production. In International Conference on Electronic Government , pages 264-275, St.Petersburg, 2017. Springer.

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Authors
Mergel, I., Kattel, R., Lember, V., & McBride, K.
Affiliations
  • University of Konstanz (DE)
  • University College London (GB)
  • KU Leuven (BE)
  • Tallinn University of Technology (EE)
ORCID
Venue
Proceedings of the 19th Annual International Conference on Digital Government Research: Governance in the Data Age
Publisher
ACM
Published
2018-05-30
Pages
1-3
ISSN
3050-8681 (ISSN-L)
DOI
10.1145/3209281.3209294
OpenAlex
W2805943324
Cited by
93
References
2
Citations by year
2026: 13 · 2025: 14 · 2024: 15 · 2023: 23 · 2022: 8 · 2021: 11 · 2020: 7 · 2019: 1 · 2018: 1
FWCI
40.55
Type
conference paper
Language
en
Open access
Licence
www.acm.org/publications/policies/copyright_policy#Background (vor)
Locations
  • Annual International Conference on Digital Government Research (publishedVersion)
  • Lirias (submittedVersion, other-oa)
  • KOPS (University of Konstanz) (submittedVersion)
Topics
  • Social Sciences › Political Science and International Relations › E-Government and Public Services
  • Social Sciences › Business, Management and Accounting › Management of Technology and Innovation › Innovative Approaches in Technology and Social Development
  • Social Sciences › Public Administration › Public Policy and Administration Research
Keywords
digital transformation, public sector, dynamic capabilities, co-design, user co-creation, open data, public services, legitimacy, user experience

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