Does local government staff perceive digital communication with citizens as improved service?

Publikation: Bidrag til tidsskrift › Tidsskriftartikel › Forskning › fagfællebedømt

Standard

Does local government staff perceive digital communication with citizens as improved service? / Berger, Jesper B.; Hertzum, Morten; Schreiber, Trine Louise.

I: Government Information Quarterly, Bind 33, Nr. 2, 2016, s. 258-269.

Publikation: Bidrag til tidsskrift › Tidsskriftartikel › Forskning › fagfællebedømt

Harvard

Berger, JB, Hertzum, M & Schreiber, TL 2016, 'Does local government staff perceive digital communication with citizens as improved service?', Government Information Quarterly, bind 33, nr. 2, s. 258-269. https://doi.org/10.1016/j.giq.2016.03.003

APA

Berger, J. B., Hertzum, M., & Schreiber, T. L. (2016). Does local government staff perceive digital communication with citizens as improved service? Government Information Quarterly, 33(2), 258-269. https://doi.org/10.1016/j.giq.2016.03.003

Vancouver

Berger JB, Hertzum M, Schreiber TL. Does local government staff perceive digital communication with citizens as improved service? Government Information Quarterly. 2016;33(2):258-269. https://doi.org/10.1016/j.giq.2016.03.003

Author

Berger, Jesper B. ; Hertzum, Morten ; Schreiber, Trine Louise. / Does local government staff perceive digital communication with citizens as improved service?. I: Government Information Quarterly. 2016 ; Bind 33, Nr. 2. s. 258-269.

Bibtex

@article{e799e89d49e74ac6a571f3290f7de787,
title = "Does local government staff perceive digital communication with citizens as improved service?",
abstract = "Digital communication between government and citizens is pivotal to e-government. The Danish e-government initiative Digital Post aims to digitize all communication between government and citizens. We surveyed local government staff about how Digital Post affects the service delivered to citizens. As much as 82% of the 448 respondents considered digital communication with citizens using Digital Post a good idea, yet 47% reported concrete incidents in which they perceived a decrease in service with Digital Post. This result shows the importance of distinguishing between the overall service relationship and the concrete incidents of which the service consists. We discuss interactions between the relationship level and the incident level of Digital Post on the basis of a content analysis of the respondents{\textquoteright} incident descriptions.",
keywords = "Faculty of Humanities, E-government, digital communication, online services, technology adoption, local government, digital divide",
author = "Berger, {Jesper B.} and Morten Hertzum and Schreiber, {Trine Louise}",
year = "2016",
doi = "10.1016/j.giq.2016.03.003",
language = "English",
volume = "33",
pages = "258--269",
journal = "Government Information Quarterly",
issn = "0740-624X",
publisher = "Elsevier",
number = "2",

}

RIS

TY - JOUR

T1 - Does local government staff perceive digital communication with citizens as improved service?

AU - Berger, Jesper B.

AU - Hertzum, Morten

AU - Schreiber, Trine Louise

PY - 2016

Y1 - 2016

N2 - Digital communication between government and citizens is pivotal to e-government. The Danish e-government initiative Digital Post aims to digitize all communication between government and citizens. We surveyed local government staff about how Digital Post affects the service delivered to citizens. As much as 82% of the 448 respondents considered digital communication with citizens using Digital Post a good idea, yet 47% reported concrete incidents in which they perceived a decrease in service with Digital Post. This result shows the importance of distinguishing between the overall service relationship and the concrete incidents of which the service consists. We discuss interactions between the relationship level and the incident level of Digital Post on the basis of a content analysis of the respondents’ incident descriptions.

AB - Digital communication between government and citizens is pivotal to e-government. The Danish e-government initiative Digital Post aims to digitize all communication between government and citizens. We surveyed local government staff about how Digital Post affects the service delivered to citizens. As much as 82% of the 448 respondents considered digital communication with citizens using Digital Post a good idea, yet 47% reported concrete incidents in which they perceived a decrease in service with Digital Post. This result shows the importance of distinguishing between the overall service relationship and the concrete incidents of which the service consists. We discuss interactions between the relationship level and the incident level of Digital Post on the basis of a content analysis of the respondents’ incident descriptions.

KW - Faculty of Humanities

KW - E-government

KW - digital communication

KW - online services

KW - technology adoption

KW - local government

KW - digital divide

U2 - 10.1016/j.giq.2016.03.003

DO - 10.1016/j.giq.2016.03.003

M3 - Journal article

VL - 33

SP - 258

EP - 269

JO - Government Information Quarterly

JF - Government Information Quarterly

SN - 0740-624X

IS - 2

ER -

ID: 162314513