Enhancing Public Value of Local Public Services through Electronic Interaction

  • Anastasia А. Golubeva Graduate School of Management, St. Petersburg University, Russia
  • Evgenii V. Gilenko Graduate School of Management, St. Petersburg University, Russia https://orcid.org/0000-0001-6539-0212
  • Veronika B. Dzhedzheya St. Petersburg Information and Analytical Center, Russia

Аннотация

Benefits from introducing electronic public services have been widely discussed in the academic literature. However, in recent years, research advocates a more broad approach integrating multiple indicators of social benefits. One of these approaches is associated with the concept of public value, which describes the overall value that the government creates for the society. In this research we theoretically illustrate and empirically evaluate the possibility to enhance public value of public services through the electronic interaction of citizens and authorities on a local (municipal) level. We use an example of online claim submission system on landscaping and public amenities issues. The paper is based on a survey among 150 elderly citizens of a district of St. Petersburg (Russia). Despite the fact that elderly citizens are actually willing to adopt the electronic way of communication with local authorities and even associate it with a higher level of comfort and transparency, the online interaction itself do not make them trust the authorities more or submit their claims more often. To increase the level of trust and enhance the actual public value, the authorities need to demonstrate some practical results of their activity. This paper elaborates the linkage between public value creation and public e-services implementation on a local level. We provide a theoretical framework for a more comprehensive understanding of public value enhancement through local public services.

Ключевые слова:

public e-services, public value, landscaping and public amenities, principal components analysis

Скачивания

Данные скачивания пока не доступны.

Литература


REFERENCES

Bai W. 2013. A public value based framework for evaluating the performance of e-government in China. iBusiness 5 (3): 26–29.

Benington J. 2011. From private choice to public value? In: J. Benington, M. H. Moore (eds). Public Value: Theory and Practice; 31–51. Palgrave Macmillan: Basingstoke.

Bhatnagar S. C., Singh N. 2010. Assessing the impact of e-government: A study of e-government projects in India. Information Technologies and International Development 6 (2): 109–127.

Castelnovo W. 2013. A stakeholder based approach to public value. Proceedings of the 11th European Conference on E-Government — ECEG 2013. Academic Conferences and Publishing International.

Castelnovo W., Simonetta M. 2008. The public value evaluation of e-government policies. The Electronic Journal of Information System Evaluation 11 (2): 61–72.

Chappell M., Knell J. 2012. Public Value Measurement Framework: Valuing and Investing in the Arts—Towards a New Approach. Working paper. Government of Western Australia. Department of Culture and the Arts. [Electronic resource]. https://www.dca.wa.gov.au/Documents/New%20Research%20Hub/Research%20Documents/Public%20Value/DCA%20PVMF%20Valuing%20and%20Investing%20in%20the%20Arts%204.10.12_.pdf

Chatfield A. T., AlHujran O. 2007. E-government evaluation: A user-centric perspective for public value proposition. In: H. Arabnia, A. Bahrami (eds.). International Conference on E-Learning, E-Business, Enterprise Information Systems, and E-Government; 53–59. CSREA Press: USA.

Coleman J. 1990. Foundations of Social Theory. Harvard University Press: Cambridge, Mass.

Cordella A. 2007. E-government: Towards the e-bureaucratic form? Journal of Information Technology 22 (3): 265–274.

Cordella A., Bonina C. M. 2012. A public value perspective for ICT enabled public sector reforms: A theoretical reflection. Government Information Quarterly 29 (4): 512–520.

Cresswell A. M., Burke G. B., Pardo T. A. 2006. Advancing Return on Investment Analysis for Government IT: A Public Value Framework. Center for Technology in Government: Albany, N.Y.

Dawes S. S., Helbig N. 2010. Information strategies for open government: Challenges and prospects for deriving public value from government transparency. In: M. A. Wimmer, JL. Chappelet, M. Janssen, H. J. Scholl (eds). International Conference: EGOV 2010. Lecture Notes in Computer Science, Vol. 6228; p. 50–60. Springer: Berlin, Heidelberg.

E-Government Benefits Study. 2003. Australian Government Department of Finance. [Electronic resource]. https://www.finance.gov.au/agimo-archive/__data/assets/file/0012/16032/benefits.pdf (accessed: 20.08.2018).

Fang Z. 2002. E-government in digital era: Concept, practice, and development. International Journal of The Computer, The Internet and Management 10 (2): 1–22.

Fisher T. 2014. Public value and the integrative mind: How multiple sectors can collaborate in city building. Public Administration Review 74 (4): 457–464.

Fledderus J., Brandsen T., Honingh M. E. 2014. Restoring public trust through the co-production of public services: A theoretical elaboration. Public Management Review 16 (3): 424–443.

Fukuyama F. 1995. Trust: The Social Virtues and the Creation of Prosperity. Free Press: N.Y.

Gilbert D., Balestrini P., Littleboy D. 2004. Barriers and benefits in the adoption of e-government. The International Journal of Public Sector Management 17 (4): 286–301.

Golubeva A. 2007. Evaluation of regional government portal on the basis of public value concept: Case study from Russian Federation. ICEGOV '07. Proceedings of the 1st International Conference on Theory and Practice of Electronic Governance; 394–397.

Golubeva A., Gilenko E. 2017. Perception of public e-services by Russian citizens: A pilot study in St. Petersburg. Russian Management Journal 15 (3): 289–302.

Green G., Grimsley M., Stafford B. 2005. The Dynamics of Neighbourhood Sustainability. Joseph Rowntree Foundation: York.

Grimsley M., Meehan A. 2007. E-government information systems: Evaluation-led design for public value and client trust. European Journal of Information Systems 16 (2): 134–148.

Grimsley M., Meehan A., Tan A. 2004. Promoting Social Inclusion: Managing Trust-Based Relations between Users and Providers of Public Services. Working paper. European Academy of Management: St. Andrews, UK. http://mcs.open.ac.uk/am4469/TrustWorkingPaper.pdf (accessed: 20.08.2018)

Grimsley M., Meehan A., Gupta K. 2006. Evaluative design of e-governemnt projects: A public value perspective. Proceedings of the 12th Americas Conference on Information Systems, 4–6 August. Acapulco, Mexico.

Harris R. 2009. Information and communication technologies for governance and poverty alleviation: Scaling up the successes. IT in Developing Countries 13 (1): 15–17.

Heeks R. 2006. Benchmarking e-Government: Improving the national and international measurement, evaluation and comparison of e-Government. Working Paper. IDPM iGovernment Working Paper Series № 18. Centre for Development Informatics: University of Manchester.

Hui G., Hayllar M. R. 2010. Creating public value in e-government: A public-private-citizen collaboration framework in web 2.0. Australian Journal of Public Administration 69 (1): 120–131.

Iyer R., Eastman J. K. 2006. The elderly and their attitudes toward the internet: The impact on Internet use, purchase, and comparison shopping. Journal of Marketing Theory and Practice 14 (1): 57–67.

Jupp V., Younger M. P. 2004. A value model for the public sector. Accenture Outlook 1: 16–21.

Kalambokidis L. 2014. Creating public value with tax and spending policies: The view from public economics. Public Administration Review 74 (4): 519–526.

Karunasena K. 2012. An Investigation of the Public Value of e-Government in Sri Lanka. PhD Thesis. RMIT University: Melbourne, Australia. https://researchbank.rmit.edu.au/eserv/rmit:160100/Thanthri_Waththage.pdf (accessed: 20.08.2018).

Kearns I. 2004. Public value and e-government. Institute for Public Policy Research: London.

Kelly G., Mulgan G., Muers S. 2002. Creating Public Value: An Analytical Framework for Public Service Reform. Discussion paper. Strategy Unit, Cabinet Office, United Kingdom.

McGinnis M., Ostrom E. 2012. Reflections on Vincent Ostrom, public administration, and polycentricity. Public Administration Review 72 (1): 15–25.

Moore M. H. 1995. Creating Public Value. Strategic Management in Government. Harvard University Press: Cambridge.

Mutz D. C., Flemming G. N. 1999. How good people make bad collectives: A social-psychological perspective on public attitudes toward congress. In: J. Cooper (ed.) Congress and the Decline of Public Trust. Westview Press: Boulder.

NZIER. 2004. Creating Value: Findings from Public Service Innovation Focus Groups. NZIER, 20 February.

OECD Public Governance Reviews. 2017. Trust and Public Policy: How Better Governance Can Help Rebuild Public Trust. [Electronic resource]. https://www.oecd.org/gov/trust-and-public-policy-9789264268920-en.htm (accessed: 20.08.2018).

Osborne S. (ed.). 2010. The New Public Governance? Emerging Perspectives on the Theory and Practice of Public Governance. Routledge: N.Y.

Phang C. W., Sutanto J., Kankanhalli A., Li Y., Tan B. C. Y., Teo H. 2006. Senior citizens’ acceptance of information systems: A study in the context of e-government services. IEEE Transactions on Engineering Management 53 (4): 555-569.

Rowley J. 2006. An analysis of the e-service literature: Towards a research agenda. Internet Research 16 (3): 339–359.

Scott M., DeLone W., Golden W. 2016. Measuring e-government success: A public value approach. European Journal of Information Systems 25 (3): 187–208.

Scottish Government. 2006. Best Value in Public Services Guidance to Accountable Officers. http://www.scotland.gov.uk/Publications/2006/05/16142759/1 (accessed: 20.08.2018).

Selwyn N. (2004). The information aged: A qualitative study of older adults’ use of information and communications technology. Journal of Aging Studies 18 (4): 369-384.

Sivaji A., Abdollah N., Tzuaan S. S., Khean C. N., Nor Z. M., Rasidi S. H., Wai Y. S. 2014. Measuring public value UX-based on ISO/IEC 25010 quality attributes: Case study on e-Government website. In: User Science and Engineering (i-USEr). 3rd International Conference on User Science and Engineering; 56–61.

Talbot C. 2011. Paradoxes and prospects of ‘public value’. Public Money & Management 31 (1): 27–34.

Tellerreport. 2019. Gref Suggested Using Digitalization to Fight Corruption. http://www.tellerreport.com/news/--gref-suggested-using-digitalization-to-fight-corruption-.ryC5ljhGN.html (accessed: 19.01.2019).

Twizeyimana J. D., Andersson A. 2019. The public value of e-government — a literature review. Government Information Quarterly 36: 167–178.

Walker D. 2009. A Stormy ride ahead for public value. Journal of Public Management.

Wang Y.-S., Liao Y.-W. 2008. Assessing e-government systems success: A validation of the DeLone and McLean model of information systems success. Government Information Quarterly 25 (4): 717–733.

Zaidi S. F. H., Qteishat M. K. 2012. Assessing e-government service delivery (government to citizen). International Journal of eBusiness and eGovernment Studies 4 (1): 45–54. [Electronic resource].

Zemblyte J. 2015. The instrument for evaluating e-service quality. Procedia — Social and Behavioral Sciences 213: 801–806.
Опубликован
2019-07-17
Как цитировать
Golubeva, A., Gilenko, E., & Dzhedzheya, V. (2019). Enhancing Public Value of Local Public Services through Electronic Interaction. Российский журнал менеджмента, 17(2), 159-178. https://doi.org/10.21638/spbu18.2019.202
Раздел
Теоретические и эмпирические исследования