Citizen benefits and agency efficiency - The main challenges of e-government
Public sector has great expectations on information technology (IT) to solve the societal challenges we are facing both in Sweden and globally. E-services and IT-systems should help governments to use resources more effectively. At the same time citizens and businesses should be offered high service levels and good quality in their meetings with public sector. Public processes should be more transparent and democratic aspects strengthened. Our research focuses challenges in achieving these goals.
IT is often seen as an obvious part of the solution to all sorts of problems. Systems to do things faster, safer and better are constantly being developed. Technology becomes mobile, data sets are large and the possibilities to develop new e-services, apps, and "smart" digital solutions seem endless. The public sector is no exception to this optimistic view on the potential of ICT. In our research, we have spent many years studying how electronic government affects citizens, businesses, public organizations and other stakeholders. To critically review the conditions for change, change processes and results of organizational and IT development are common themes. Research questions about what people, for example, perceive as safe and how they trust e-services for interaction with public organizations contain much more than technology aspects. The context that e-government takes place within affects both conditions and results, in policy and practice. Therefore, contextual factors are often focused in our studies, whether projects are on electronic identification with e-IDs, involvement of citizens and other stakeholders in e-service development or smart cities, smart grids and other kinds of digitalization in homes.