In view of the rising social and economic inequalities, public service delivery should be both universal, i.e. independent of the recipients' social or economic status, and contextualized, i.e. able to compensate for different local needs and conditions. Reconciling both properties requires various forms of innovations, chief among them innovations in digital public services. Building upon the four-stage model underpinning the United Nations e-Government Survey, the paper puts forward a framework for developing such innovations, and populates it with transparent, participatory, anticipatory, personalized, co-created, context-aware and context-smart services (including real-life examples) as initial set of innovations. The paper also outlines new technical, organizational and policy-related government capabilities required to engage in digital public service innovations.
Authors
- Dr. John Bertot,
- Dr. Elsa Estevez,
- dr Tomasz Janowski link open in new tab
Additional information
- DOI
- Digital Object Identifier link open in new tab 10.1016/j.giq.2016.05.004
- Category
- Publikacja w czasopiśmie
- Type
- artykuł w czasopiśmie wyróżnionym w JCR
- Language
- angielski
- Publication year
- 2016
