Close encounters of the digital kind: A research agenda for the digitalization of public services [Elektronisk resurs]

• This paper contributes to e-government research by presenting a review and discussion on how digitalization of public services has affected the interaction between citizens and government. We argue for a conceptualization and critical reflection on the nature of the underlying interaction between citizens and public officials - the public encounter - that digital public services are developed to support. We apply a qualitative and hermeneutic approach and illustrate that digital public services change public encounters concerning when, where, and how interactions occur, what each actor does, and the skills required of them. By relating these changes to emerging digital technologies (e.g. data mining, machine learning, sensor technology, and service automation), we illustrate that while these new technologies carry the potential to further digitalize service provision and fulfill the democratic goals of digital government, authorities can apply the same technology to restrict, control, and surveil citizens. Based on a critical discussion on what digitalization might entail for society, we identify problem areas arising from this development and propose a research agenda for understanding this phenomenon further. We raise questions and ethical concerns regarding accountability and reskilling of citizens and public officials as public service provision becomes citizen self-service. 

Ämnesord

Social Sciences  (hsv)

Media and Communications  (hsv)

Information Systems, Social aspects  (hsv)

Samhällsvetenskap  (hsv)

Medie- och kommunikationsvetenskap  (hsv)

Systemvetenskap, informationssystem och informatik med samhällsvetenskaplig inriktning  (hsv)

Genre

government publication  (marcgt)

Indexterm och SAB-rubrik

Citizen-government interaction; Digitalization; Theory-building; Public service