Showing papers by "Ingrid Pappel published in 2019"

Stage Models for Moving from E-Government to Smart Government

Abstract: The emergence of super-applications is a complete game changer in how future governments will deliver e-services and interact with their citizens. With respect to this, the scope of currently established e-government stage models is exhausted. Therefore, this article proposes a “provident stage” as an extension of the Layne and Lee stage model, that adequately addresses the rapid technological development and evolvement of mobile- and smart-government solutions. We argue that super-applications can drive the transformation of e-government towards a yet unforeseen quality level: smart government. This article discusses that transition process, the influence of mobile government solutions in this as well as emerging citizens’ expectations for modern government service delivery.

Designing Effective Chatbot Solutions for the Public Sector: A Case Study from Ukraine.

Abstract: The goal of this paper is to identify the concerns of various stakeholders as well as limitations and enablers that affect the design of chatbots in the public sector. We are looking into a case from Ukraine, the LvivCityHelper bot solution, and describe the surrounding conditions and factors that determine the chatbot performance. The outcomes of the study are based on a comprehensive analysis of the state of the art and twelve interviews with experts who are involved in the LvivCityHelper bot project. The derived data is then exhibited as an exhaustive interpretation of stakeholders’ concerns on various aspects of chatbot application in public e-services. The key findings from the interviews are compared with existing work, and inclusive and exclusive crucial factors in effective chatbot services are defined. Finally, we provide suggestions and recommendations on how to fill the detected gaps that may improve the design, implementation and functioning of chatbot solutions that serve citizens’ needs.

Designing an Effective Long-Term Identity Management Strategy for a Mature e-State

Abstract: Countries that have a well-functioning e-governance ecosystem (infrastructure, processes, interoperability network, user-friendly e-services etc.) reach a particularly high e-governance maturity level. To ensure continuous development and adoption to the changing technological environment the systematic consideration of users’ needs is important in the definition of long-term strategical goals. Identity management is a corner stone of each mature e-governance ecosystem. This paper focuses on the process of creating the new Estonian strategy for identity management and identity documents and the analysis of this process from different aspects (responsibilities, engaged stakeholders and interest groups, key competences, scope, implementation). In addition, we give an overview of the underlying strategical and legal regulatory framework. The objective is to map the best practices and bottlenecks of the strategy creation process and propose a model for area specific long-term strategical documents. We aim at understanding best practices and bottlenecks in the process of creating the ID strategy. In service of this, we have conducted qualitative interviews with several high-ranking experts that have been involved as stakeholders in the strategy building process. Based on this, we propose a model for area-specific long-term strategical documents. Furthermore, the research results indicate that it is necessary to invest continuously into public-private partnership.

Factors Affecting e-ID Public Acceptance: A Literature Review

Abstract: This paper presents a literature review that has the main goal to examine what are the factors that are affecting eID public acceptance. We are specifically interested in the perspectives of end-users and the matter of their attitudes towards eID. Our search yielded a rather narrow but concrete range of sources. Among the main themes of interest presented in the literature, we identify factors that are further synthesized in twelve categories. Moreover, we interpret the factors in their original context which allows for understanding which of the factors are mentioned as either drivers, barriers, or both. Based on the analysis of scientific narratives, we point to disparities detected in the existing knowledge of influential factors of eID public acceptance and outline areas that require further research.

On Facilitating Cross-Border E-Commerce Through an Automated VAT Declaration System

Abstract: While cross-border e-commerce aims at efficiency and speed, the area still faces problems that make crossing borders slow and administratively burdensome. The current paper looks into the problems cited by companies, tax boards, customers and other relevant stakeholders in VAT declarations in cross-border e-commerce and aims to solve them through creating an automated VAT declaration system in cooperation with various e-commerce platforms and aimed at non-EU small-and medium-sized enterprises. The paper defines the problems in todays system through analyzing of EU documents and interviews conducted with relevant stakeholders, and looks into the new legal VAT reform that will enable companies to declare their VAT in only one chosen EU Member State.

On Leveraging the Potential of Open Data to Enhance Transparency and Accountability - A Case Study from Ukraine -

Abstract: With this paper we aim at t investigating interrelations between open government data (OGD) and corruption, in particular, the potential of OGD to reduce the level of corruption and to stimulate the creation of public services. For this purpose, we delve into the case of Ukraine. Ukraine is an example of an efficient use of open data for the creation of data-driven public services and anti-corruption tools. First, we provide an overview of major OGD initiatives in Ukraine. Second, we have conducted interviews with leading open data stakeholders and experts from Ukraine. The analysis of these interviews aims at understanding in how far OGD eradicates corrupt behavior. We present the findings from this analysis in terms of the categories of government accountability, cultural issues, abundance of data, intrinsic data issues, the role of e-services and the relationship of OGD implementation and communication.

On Existing Trends towards Creation of a Holistic Socio-technical Approach to e-Governance

Abstract: The digitalization of governance and public administration, along with the implementation of e-governance, are challenging domains of transformation, for multiple reasons. The existing body of literature on e-governance provides a reliable basis for outlining a holistic and universal approach to e-governance that is in such high demand nowadays. In our research, based on a systematic literature review, we investigate the potential application of a socio-technical approach in e-governance field. In this paper, we demonstrate the applicability of a socio-technical approach to address existing taxonomical, conceptual, ontological, and methodological issues in the field of e-governance, from an historical perspective.

Enhancing Public e-Service Delivery: Recognizing and Meeting User Needs of Youngsters in Estonia

Abstract: The aim of this paper is to investigate the key characteristics that refrain Estonian youngsters from using public e-services and to study whether the level of engagement could be increased by redesigning the current e-service user experience. The technology acceptance model and its derivatives are used as background theoretical concept in combination with the design sprint tool for introducing an improved proactive and engaging e-service. We conduct an empirical study on the basis of interviews and a workshop with the target group. A prototype of an improved e-service is developed and the results of its validation are presented. The research outcomes point to the increasing importance of proactive delivery of public e-services. Moreover, we suggest to consider the benefits of implementing communication bridges between youngsters and governments via online channels.

Aspects of Personal Data Protection from State and Citizen Perspectives – Case of Georgia

Abstract: This paper aims to investigate the process of personal data protection in Georgia within the frame of e-governance, focusing on available legal and technological protecting mechanisms, their practical usage and importance for realizing principles of good governance in the state. The scope of this research is defined by the protection of state databases containing citizen’s personal data. Its key legal and technological aspects are identified and analyzed. The potential of proper data protection to act as the enabler of e-governance services success is also evaluated. We explore the defense mechanisms of Georgian governmental entities by conducting interviews with seven experts from the Personal Data Protection Inspectorate and other public entities handling citizens’ data. We study citizens’ perception of data safety and the citizens’ knowledge of existing monitoring mechanisms through analysis of over 400 responses that we have received to our survey. We also analyze and assess the influence of these factors on the success of e-governance and its broad diffusion. Finally, guidelines and recommendations are formulated for raising citizens’ awareness on the data protection mechanisms to be used in future theoretical and practical considerations.