ITs and Institutional Reforms
Blogger: Paco Dias Dartois
In recent decades, academics have shown a growing interest in political participation in so-called “established” democracies. Much of this interest has been driven by concerns about declining civic engagement, falling voter turnout and the erosion of public trust in the institutions of representative democracy. In post-industrial societies, it is often pointed out that citizens are gradually turning away from traditional channels of political participation. Robert Putnam's (2000) analysis of the state of democracy in the United States is one of the most significant contributions to this debate.
This phenomenon of legitimization of political power has led some governments to undertake institutional and administrative reforms in order to strengthen citizen participation in public affairs. Information technology has emerged as an essential solution for improving the delivery of services to citizens.
In this respect, Göran Goldkuhl[1] analyses the concept of online public services and how they meet the needs of citizens. His study is based on a practical survey conducted as part of an online childcare application project in Sweden. The study found that this online service suffered from a lack of essential information about what was on offer, making it difficult for parents to make decisions. The author highlights the fact that the platform was primarily designed to satisfy the municipality's administrative requirements, to the detriment of genuinely taking parents' needs into account. Indeed, rather than providing useful information to users, the system was essentially structured to collect data from them. This approach reflected a “bureaucratic” vision of public services, implicitly considering citizens as mere information providers rather than beneficiaries.
This observation is in line with the analysis of Kenneth L. Kraemer and John Leslie King[2] who, as early as 2003, anticipated that while IT would make it possible to improve efficiency, automate certain services and broaden access to government information, it would not lead to structural reform of the administration. In fact, these technologies are more likely to reinforce existing bureaucratic structures than to radically transform them. As a matter of fact, the success of e-Government services depends above all on user acceptance, and their ability to appropriate and give meaning to the new technologies.
Vita Pusvita and Moh. Muttaqin[3] analyze the transition of public services to e-government platforms, highlighting the gap between government strategies and citizens' expectations. The COVID-19 pandemic has led many governments to adopt a radical digitization of public services. However, this approach does not always match the preferences of citizens, who prefer multi-channel solutions combining digital services and traditional options. Indeed, citizens feel more comfortable when they can interact with public service agents rather than relying exclusively on digital platforms to access the services they need’.
Online platforms are often too depersonalized and put the user at a distance: However, it is through social interaction with public service agents or other users that citizens feel they are participating in decision-making about the use of service channels. In this respect, adding an interactive feature to e-services, such as live chat, can reduce the use of traditional and offline channels
Increasing public awareness of the existence and benefits of electronic service channels is also necessary. This is part of the cognitive dimension of public policy: in addition to the material progress it brings, it also aims to transform collective mindsets and the representations that society has of a given public problem. In our case, the promotion of electronic services can be done online, particularly through social media, as well as offline, by disseminating attractive content in public spaces such as billboards, bus stops, or parks.
The promotion of electronic services can be socialized online through social media and offline by utilizing interesting content in public places and spaces, for example on billboards, bus stops, parks, etc.
The acceleration in digital transformation, while reinforced by the pandemic, poses a major challenge: the risk of digital exclusion. While the digitization of public services offers many advantages, it can also accentuate inequalities in access, particularly for people who have difficulty using digital tools.
The important thing is to raise awareness across the whole of society, regardless of age or class. Indeed, there is often talk of a digital divide affecting the older generations. In this respect, awareness campaigns or public programs specifically aimed at them could be put in place. Similarly, people living in rural areas often have less access to new technologies. They need both technical training and broader personalized support to address the feelings of illegitimacy they may have regarding the use of new technologies. Indeed, they often have the impression that e-services only serve professionals and intellectuals, which means that not all citizens get the benefits.
We must deconstruct the specter of a post-modern society with two speeds, with on one side people endowed with great technological mastery at the top of the social pyramid and on the other the majority of the population reduced to the last service jobs that cannot be dematerialized.
Can public services exist in all areas? If so, which ones?
Aren't there areas where physical social interaction is essential to the successful delivery of the public service mission?
Have you ever felt incompetent on an online platform? What solutions have you found? Was it online assistance or help from someone close to you?
[1] G. Goldkuhl, (2007), “What Does it Mean to Serve the Citizens in E-Services? Towards a Practical Theory Founded in Socio-Instrumental Pragmatism.” International Journal of Public Information Systems, Volume 2007, Number 3, pp. 135-159.
[2] K. Kraemer and J. L. King, (2006). “Information technology and administrative reform: will e-government be different?” International Journal of Electronic Government Research (IJEGR), 2(1), 1-20.
[3] V. Pusvita and M. Muttaqin, (2023), “e-Government Public Services Channel Migration: Government Strategies vs Citizen Expectation.” European Union Digital Library.
This blog is very interesting because, based on theories, it has raised important issues about the digitalization of public services and its impact on citizen participation while highlighting a contradictory fact: whereas the use of information technologies is often equated with improved accessibility to public services, Too much digital could actually reinforce existing bureaucratic structures and create a distance between administrative staff and citizens.
ReplyDelete1/ In theory, there is almost no barrier to the implementation of public services in almost all areas, thanks to digitalization. It is, as this text shows, what Vita Pusvita and Moh do. Muttaqin analyzed: the transition from public services to e-Government platforms. These online public services are found in administration (tax returns, requests for official documents), health (medical appointments, electronic medical records), education (online courses, school enrollment), or transport (ticket purchase, flight tracking). But, as the two authors mentioned above also explain, citizens have different preferences and many areas require a physical presence or human interaction to ensure an effective and inclusive service. Citizens would have a greater need for direct interactions with public service agents, especially when a problem does not appear to be “understood” or “solved” digitally due to the impersonal structure of online platforms.
2/ Yes, this is indeed in line with the first question and the comments of Vita Pusvita and Moh. Muttaqin affirms that some public services rely heavily on human interaction and that citizens demand it. For example, accompanying people in situations of precariousness or disability, medical care requiring physical contact (consultations, hospital care), or justice or social mediation, Direct exchange is often essential to ensure adequate and fair care. Finally, education, where the teacher-student relationship plays a key role in learning.
3/ It seems to me that many online platforms are not optimally designed or too complex. For example, platforms for administrative procedures are complex to understand and sometimes I could not find contacts (mail or phone) to interact with a «human». Instead, «robots» answer questions but the questions are sometimes superficial. Airlines are also putting less and less staff to answer questions from users when we encounter a problem, so it can quickly be more stressful because we have the impression that our request cannot be processed by a "real" human. There are several solutions that exist, in addition to the «robot», there are also FAQs or tutorials but human intervention is often the most effective, because it allows an adapted and personalized explanation.
Trisha Bowes Green commenting on 3/Whether we like it or not artificial intelligence is here to stay. Robots are going to slowly replace human interaction in some areas. Robots are even created to give counselling. Interesting times are ahead
DeleteTo answer the questions:
Delete1. Can public services exist in all areas? If so, which ones?
Yes, public service can be provided in all areas via e-engagement efforts, even though their performance varies. According to Pusvita and Muttaqin, (2023), government plans for digital transformation seek to increase service accessibility, yet users expectations frequently shows gap in usability and digital knowledge. Golddkuhl, (2007) underlines the importance of designing e-services with socio-instrumental pragmatism to ensure they are bit functional and citizen-centric. However, Kraemer and King, (2006) suggest that administrative improvements through e-government do not always achieve the intended inclusion due to technological and infrastructure limitations.
2, Aren't there areas where physical social interaction is essential to the successful delivery of the public service mission?
There are still situations where physical social interaction is required for efficient public service delivery. Mental health counseling, personal care and legal assistance services frequently requires face-to-face interaction to establish trust and communicate effectively. According to Goldkuhl, (2007), services interactions should be tailored to the needs of citizens, which may be necessary for direct human participation.
3. Have you ever felt incompetent on an online platform? What solutions have you found? Was it online assistance or help from someone close to you?
Yes, I have quite a few times. I have had to ask friends for help, seek help from chatbots, or follow online tutorials.
Melesia, please be more careful when you reply to comment. You have nested your response to the blog article under Mathidle's comment, to which Tricia is directly responding to. This makes it awkward for me to respond to either of their comments.
DeleteTrisha Bowes Green : Very interesting blog, I think that especial Jamaica has come a far way with technology . This is my comment- The digitization of public services has emerged as a crucial tool for enhancing the effectiveness, accessibility, and transparency of governance. Even though digital services come with an array of advantages, they also come with several challenges that need to be handled to guarantee both effectiveness and inclusivity.
ReplyDeleteThe positive aspects of digital public services include the simplification of bureaucratic procedures, the reduction of expenses, and the enhancement of efficiency through the automation of administrative obligations. They improve accessibility, particularly for individuals who live in places that are geographically isolated, and they make important services available around the clock. Some examples of digitization is applying for a Jamaican passport online also the new MyPension+ pilot project wherein Accountant General’s Department pensioners can now go online and get their payslips and life certificate etc instead of going to the post office or visiting the AGD. As an additional benefit, digital governance enhances transparency, decreases instances of corruption, and improves environmental sustainability by reducing the number of transactions that are conducted using paper.
Despite this, difficulties still exist. A key cause for concern is the phenomenon of digital exclusion, which occurs when older people, live in rural areas, or have a low understanding of digital technology have difficulty accessing internet services. Since many residents prefer face-to-face interactions, particularly for complex subjects such as healthcare and legal aid, depersonalization is another obstacle that must be overcome. Additionally, the protection of personal data is put in jeopardy by cybersecurity concerns, and ineffective platform design can lead to bureaucratic inefficiencies that fail to meet the requirements of residents.
It is necessary for governments to develop a hybrid approach, which combines digital services with in-person help, in order to strike a balance between these benefits and obstacles. It is essential to make investments in digital literacy initiatives, incorporate interactive features into e-services, and regularly update cybersecurity measures in order to guarantee an inclusive and user-friendly digital government system. In the end, successful e-government projects need to prioritize both technological developments and social inclusion. This is necessary to guarantee that the digital transition will improve accessibility to public services rather than hamper it.
Good point about digital exclusion, there are issues of access but there are also exclusion by choice because some people like the personal touch but also some are suspicious of digital tools.
DeleteInformation Technologies (IT) can play a critical role in institutional reform by enhancing efficiency, transparency, accessibility, and accountability in government services. I found this blog post particularly interesting because I believe many government services are lacking in these areas. The discussion was grounded in theories that highlighted how IT can facilitate government reforms while also addressing potential drawbacks.
ReplyDeleteIn response to the questions posed at the end of the post, here are my thoughts:
Can public services exist in all areas?
Yes, public services can exist in almost all areas, but their form and effectiveness depend on infrastructure, accessibility, and local needs. Some public services, such as emergency response (police, fire, medical), postal services, and education, aim to cover all regions. However, remote or underdeveloped areas may have limited access to these services.
Are there areas where physical social interaction is essential?
Yes, some public services require direct, in-person interaction for effective delivery. For example, healthcare services, such as physical examinations, surgeries, and emergency treatments, necessitate in-person care despite the existence of telemedicine. Social services like child welfare, elderly care, and rehabilitation programs also depend on direct human engagement. While online learning is possible, in-person instruction generally offers better engagement, hands-on experience, and social development. Additionally, law enforcement and emergency services, such as police presence, firefighting, and disaster response, require physical action and intervention.
Have you ever felt incompetent on an online platform? What solutions have you found? Was it online assistance or help from someone close to you?
Yes, I have often felt incompetent while using online platforms, usually due to confusing interfaces or technical issues.
Solutions:
While online assistance resources such as help centers, FAQs, video tutorials, and customer support chats can be useful, they often lack meaningful solutions to many user problems. This sometimes leads to the need for a physical visit or a call to the institution for assistance or guidance.
I have found that comprehensive help centers, FAQs, video tutorials, and customer support chats can be beneficial. Additionally, receiving assistance from friends, family, or colleagues has often helped explain things more clearly. Sometimes, exploring the platform with patience and learning through experimentation and mistakes can build confidence, even though it may be time-consuming.
Excellent points Peta-Gaye.
DeleteThis was a very insightful blog that captured the perspectives of the different authors. I particularly loved the study by Goldkuhl, which highlighted the importance of tailoring e-services to the user. In addition, we also saw the importance of IT's influence during the covid-19 pandemic as services such as filing your taxes or paying bills were now online.
ReplyDeleteCan public services exist in all areas? If so, which ones?-- I do not believe that all public services should be electronic. Services such as paying contributions for NHT or JPS should be possible online. However, we ought to mainatin the orginal structure to facilitate those who choose not to interact with technology.
Aren't there areas where physical social interaction is essential to the successful delivery of the public service mission?- In areas such as healthcare and education require physical social interactions. Although, we have seen improvements in technology with telemedicine and online learning platforms, we still require the medical doctors for cosultations and very complicated procedures. We also need personnel for social work as well as in the education system as teachers because not all students benefit from online learning.
Have you ever felt incompetent on an online platform? What solutions have you found? Was it online assistance or help from someone close to you? --- The last time I felt incompetent online was helping my dad with NCB online banking. I am still awaiting a solution, their website and application are so complicated, it is absolutely frustrating.
Whether online or in-person, banking in Jamaica is an exercise in managing frustration but this brings up another point though. The government accessible online government services is only one aspect of the e-services coin, the private sector also has a role to play, not just as technology vendors but as support and complementary service providers.
DeleteThank you for this informative blog.
ReplyDeleteI'd like to pick up on the part where Paco mentions that citizens generally prefer a combination of public services delivered both digitally and physically by agents. I find the example of the Spoony chatbot, which was set up in front of the town hall of Saint-Orens in France in 2023, quite interesting to illustrate this point. It's an interactive self-service terminal equipped with a relational agent (Spoony) installed with the aim of providing users with "intuitive and comprehensive information", particularly on administrative procedures. The Municipality's aim was to reduce the number of people coming to the Town Hall, especially during the rush hours, and to provide answers to citizens' questions. It also wanted to provide council information 24 / 7 and allow citizens to take part in surveys to give their views on council projects. In reality, however, users stuck to "small talk", asking the machine questions that were not relevant, and even when serious questions were asked, users still needed to be reassured by a human response after being informed by the machine. It's clear that people are reluctant to trust technology 100%.
When it comes to the risks of digital exclusion and the digital divide in the face of the digitalisation of public services, it is important for governments to take action to ensure that all citizens have access to public services, especially at a time when public service counters are closing more and more. In order to deal with this phenomenon, the French government has set up more than 2,800 "Maisons France Service" to help citizens with their digital procedures from 2020 onwards. Trained advisors and agents help people to complete their various online formalities (health, taxes, retirement, etc.). Users also have access to computer equipment and can take part in various workshops to learn how to use it for example. Moreover, according to the government's website, 86% of those who use it have difficulties with digital technology.
« Have you ever felt incompetent on an online platform? What solutions have you found? Was it online assistance or help from someone close to you? »
I wouldn't say that I felt incompetent, but rather that on several occasions the predefined answers and the exchanges with the chatbots failed to resolve my problems. In these cases, I ended up asking to be put in direct contact with a human agent by phone. I was able to explain the problems that I was experiencing in a personal and detailed manner, which enabled the agents to find a suitable solution for me.
« Aren't there areas where physical social interaction is essential to the successful delivery of the public service mission? »
There are two areas that come to mind: health (in the broadest sense) and education.
In the case of health services, patients have to consult professionals (doctors, surgeons, etc.) who have to examine them, their body in order to make a diagnosis. Also, vaccines, for example, cannot be administered electronically, nor can physical rehabilitation after a serious accident.
In terms of education, I believe that being in a classroom and interacting directly with the teacher is more reassuring and allows for more individualised support. It's also easier to concentrate etc. In addition, school is an important place of socialisation, where pupils can develop a range of social skills.
Curious, regarding the citizen engagement with the Spoony chatbots, I wonder if it's a combination of factors, trust, yes but also a matter of gravity. Perhaps interacting with a bot was not taken as a serious engagement and so people treated it lightly and consequently did not take the information provided as "fact".
DeleteWith respect to Q2, there are a few places with universal healthcare where medical consultation that used to require in-person interactions have successfully experimented with using technology with the assistance of a health professional to diagnose medical ailments from the comfort of home. This is especially beneficial to people who are immune compromised, suffer from social anxiety, or crippling phobias. These devices are not yet mainstream but the writing is on the wall.
ReplyDelete