Developing public e-services for several stakeholders : a multifaceted view of the needs for an e-service

• This paper discusses how several stakeholders in a public e-service development project consider a future e-service and expected changes in administrative processes and working routines. Our findings indicate a much more multi facetted view than the common win-win situation, with increased quality for citizens and increased efficiency for agencies, which is rhetorically put forth as an effect of public e-service implementation. We have studied a development project resulting in an e-service for handling student anonymity when marking written exams in higher education. In this case we have identified five stakeholder groups related to this e-service; students, teachers, course administrators, exam guards, and the university at an agency level. All of them having certain expectations and fears about the new situation. By presenting this diversity in opinions we add further complexity to the discussion of building trust or mistrust for administration and technology when developing public e-services.

Ämnesord

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

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

Nyckelord

Public e-services

e-government

stakeholders

trust

Informatics

Informatik

Informatik

Informatics

Publikations- och innehållstyp

ref (ämneskategori)

kon (ämneskategori)