Value assessment of e-government service from municipality perspective

1. Value assessment of e-
government service from
municipality perspective
Jari Jussila, Virpi Sillanpää, Timo Lehtonen & Nina Helander

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. 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. (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. Value creation in e-business
6.1.2017 5
Source: Amitt & Zott (2001)

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. 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. 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. 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. 6.1.2017 10
Descriptive analysis of
Lupapiste data

11. Calculated leadtimes of
applications
6.1.2017 11

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