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Value assessment of e-government service from municipality perspective

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Value assessment of e-government service from municipality perspective

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Value assessment of e-government service from municipality perspective

  1. 1. Value assessment of e- government service from municipality perspective Jari Jussila, Virpi Sillanpää, Timo Lehtonen & Nina Helander
  2. 2. 6.1.2017 2 Lupapiste service development started as a part of Action Programme on eServices and eDemocracy (SADe programme) set by the Ministry of Finance in Finland “Permission Desk” e-Government Service for Built Environment
  3. 3. Focus on Internal Effectiveness & Efficiency (IEEE) 6.1.2017 3 B2G IEEE Munici- pality Other municipa -lities Citizens Companies Solita B2B C2B G2B G2B G2G G2C Year 2016 Year 2017
  4. 4. (Mixed Methods) Research Approach • Data from Lupapiste • Interviews 6.1.2017 4 Municipality Roles of interviewees Number of interviews Hyvinkää Building inspector Secretary, customer service 1 1 Kuopio Engineer, construction permit Secretary, supervision of building 1 1 Vantaa Director, supervision of building Secretary, supervision of building 1 1 Sipoo Manager, supervision of building Secretary, supervision of building 1 1 Mikkeli Leading building inspector Office secretary 1 1 Usage data converter: https://github.com/timole/sopernovus Operative data converter: https://github.com/timole/sopernovsa
  5. 5. Value creation in e-business 6.1.2017 5 Source: Amitt & Zott (2001)
  6. 6. Insights from the Interviews • Ability to process applications 24/7 wherever internet connection is available increased flexibility of work by enabling flexible working hours and remote work 6.1.2017 6 Efficiency Increased flexibility - Application processing 24/7 - Remote work Applicant Authority
  7. 7. Insights from the Interviews • Time savings related to printing activities were considerable for municipal employees, since printing large plans that was required before digital service, is time consuming and also costly 6.1.2017 7 Efficiency Cost savings - Time and cost savings of printing - Declined amount of customer visits as personnel can reply to questions online and customers can see the status of their applications online
  8. 8. Insights from the Interviews • Increased ability to utilize resources, especially building inspectors had more time to focus on their core tasks • E.g. productivity improvement of 65% in application handling (with the same amount of personnel) in one of the studied municipalities. 6.1.2017 8 Efficiency Productivity improvements - No need to search for (or locate) paper files - Reduction of information asymmetries - Improved information ergonomics
  9. 9. Public values – value constellations that emerged during interviews or data-analysis 5. Intraorganizational aspects of public administration (~ internal effectiveness & efficiency) – Effectiveness, Business-like approach, Self-development of employees, Good working environment 6. Behavior of public sector employees – Professionalism, Integrity 7. Relationship between public administration and the citizens – Responsiveness, Timeliness, Friendliness, Reasonableness, Equal Treatment 6.1.2017 9 Source: Jørgensen & Bozeman 2007
  10. 10. 6.1.2017 10 Descriptive analysis of Lupapiste data
  11. 11. Calculated leadtimes of applications 6.1.2017 11
  12. 12. Discussion and Conclusions • Financial and economic assessments turned out to be challenging to conduct • Digital service creates more value if it can be implemented more rapidly and completely without a parallel digital and paper application processing • Digital service can create significant cost savings that derive from multiple sources, e.g. savings in travel costs, printing and scanning costs, and information search costs. • Digital service creates a platform for new type of collaboration, which also require changes to administrative and work processes • Lock-in to service provider is not a good approach for e- government services 6.1.2017 12

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