Evaluation of eGovernment Implementation from a Social Perspective

• An interview study focussing on experiences of the on-going implementation of eGovernment for the County Administration of Sweden is presented and discussed. The study was made during 2007 in the region of West Gotaland. Eighteen interviews were made with different personnel groups in the traffic and legal departments. The interviews especially focussed on experience of the implementation and social consequences of work situations, work processes and customer services. A new electronic system for dealing with official matters has been implemented at the legal authority. They have also implemented e-services for security guards and foundations. Implementation of e-services for drivers' licence applications was in progress at the traffic authority. According to the results some social consequences are benefits, such as fast, efficient treatment of e-services, facilitating the handling process from both a citizen's and an employee's perspective. But other aspects are barriers, such as risks for a more stressful job, and more impersonal, slow routines for manual applications from citizens and an increased schism among different user groups. Therefore, it is important to integrate knowledge about social aspects into implementation processes, in order to get more overall positive consequences for work situations, work processes and services to the client.

Subject headings

NATURVETENSKAP  -- Data- och informationsvetenskap -- Systemvetenskap, informationssystem och informatik (hsv//swe)

NATURAL SCIENCES  -- Computer and Information Sciences -- Information Systems (hsv//eng)

Keyword

eGovernment

implementation

social

digital divide

evaluation

e-services

consequences

Informatics

Informatik

Informatics

Informatik

Publication and Content Type

ref (subject category)

kon (subject category)