Understanding Complex Service        Systems through Different Lenses                 22 and 23 September 2011            ...
Background - London Borough of Sutton• One of the safest (lowest level of crime) boroughs in London• Crime (most types) ra...
Trust, e-Government and transformational servicepropositions                                      e-gov                   ...
Unified services theory (UST)  How can we better address the service dimension of the  t-government agenda?  UST seems to ...
Value-sensitive design Automating technologies are not as adaptable to high- variance customer inputs as human labour is. ...
Theoretical propositions                           t-government                  Customer              Process            ...
Understanding Complex Service Systems through Different Lenses          22 and 23 September 2011               Cambridge, ...
References•   Bannister, F. and Connolly, R. (2011), Trust and transformational government: A proposed    framework for re...
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The role of electronic services in transformational government: a unified services theory perspective and implications for trust

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Presentation delivered in the Cambridge Service Alliance "Understanding Complex Service Systems through Different Lenses" Conference

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The role of electronic services in transformational government: a unified services theory perspective and implications for trust

  1. 1. Understanding Complex Service Systems through Different Lenses 22 and 23 September 2011 Cambridge, UK Session 3B - New technologies & innovation IIThe role of electronic services in transformationalgovernment: a unified services theory perspective and implications for trust Dr. Luciano Batista The Open University Faculty of Business and Law
  2. 2. Background - London Borough of Sutton• One of the safest (lowest level of crime) boroughs in London• Crime (most types) rates have been falling over the past 8 years• Fear of crime is relatively high! (MORI survey 2009) How can LBS reduce this fear / increase trust? Trust Competence of the government to do things right (efficiency) and the right General perspective things (efficacy). (Bannister & Connolly, 2011)Process Emerges from continuous satisfactory Specifictrust experiences (Zucker, 1986) perspective Trust improved by structural factors, e.g. e-government
  3. 3. Trust, e-Government and transformational servicepropositions e-gov take-up Virtuous Carter & Bélanger (2005) Parent et al. (2005) circle trust LBS strategy • To seek innovative approaches t-government agenda to empowering customers • Service design oriented • To become a more responsive, to customers listening, “in-touch” Council • To move to web-based systems • Service process that support self-service standardisation
  4. 4. Unified services theory (UST) How can we better address the service dimension of the t-government agenda? UST seems to provide a theoretical basis that can accommodate different managerial perspectives and approaches around ‘service’. Key UST principles (Sampson & Froehle, 2006): • The customer is a key supplier of service processes • The customer provides significant inputs into the production process • The UST defines a service process as one that relies on customer inputs (necessary condition)
  5. 5. Value-sensitive design Automating technologies are not as adaptable to high- variance customer inputs as human labour is. In services, they can significantly damage customer satisfaction because they fail to accommodate the uniqueness of each customer’s inputs, i.e. they over standardise. (Sampson & Froehle, 2006) Importance of value sensitive design (Shankar et al., 2002; Cassell & Bickmore, 2000; Friedman et al., 2000; Schneiderman, 2000): • It focuses on human well being • It requires a wider criteria for judging the quality of technological systems • It connects people who design systems and interfaces with people who are affected by the systems • Technology should not be value-neutral
  6. 6. Theoretical propositions t-government Customer Process + orientation standardisation Trust + + + Government take-up electronic services + + (e-government) + UST: Value sensitive design: • Customer as a necessary • Customer preferences entity in the service process and wants • Management of customer inputs It needs empirical evidence
  7. 7. Understanding Complex Service Systems through Different Lenses 22 and 23 September 2011 Cambridge, UKSession 3B - New technologies & innovation II Thank you! Dr. Luciano Batista L.Batista@open.ac.uk
  8. 8. References• Bannister, F. and Connolly, R. (2011), Trust and transformational government: A proposed framework for research, Government Information Quarterly, 28(2), 137–147.• Carter, L. and Bélanger, F. (2005), The utilization of e-Government services: Citizen trust, innovation and acceptance factors, Information Systems Journal, 15(1), 5−25.• Cassell, J., & Bickmore, T. (2000). External manifestations of trustworthiness in the interface. Communications of the ACM, 43(12), 50−56.• Friedman, B., Kahn, P. H., Jr., & Howe, D. C. (2000). Trust online. Communications of the ACM, 43(12), 34−40.• Parent, M., Vandebeek, C. and Gemino, A. (2005), Building citizen trust through e-Government, Government Information Quarterly, 22(4), 720−736.• Sampson, S. and Froehle, C. (2006), Foundations and Implications of a Proposed Unified Services Theory, Production and Operations Management, 15(2), 329-343.• Schneiderman, B. (2000). Designing trust into online experiences. Communications of the ACM, 43(12), 57−59.• Shankar, V., Urban, G. L., & Sultan, F. (2002). On-line trust: A stakeholder perspective, concepts, implications, and future directions. The Journal of Strategic Information Systems, 11(3–4), 325−344.• Zucker, L. G. (1986). Production of trust: Institutional sources of economic structure, 1840–1920. In B. M. Staw, & L. L. Cummings (Eds.), Research in organizational behavior, 8 (pp. 53−111). Greenwich, CT: JAI Press.

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