Weigl, Roth, Amard, Zavolokina - When public values and user-centricity in e-government collide – A systematic review.pdf
Publisher postprint (1.48 MB)
For the purpose of open access, the authors have applied a Creative Commons Attribution 4.0 International (CC BY 4.0) license to any author accepted manuscript version arising from this submission.
User-centricity; Citizen-centricity; Public values; E-government; Literature review
Abstract :
[en] User-centricity in e-government is a double-edged sword. While it helps governments design digital services tailored to the needs of citizens, it may also increase the burden on users and deepen the digital divide. From an institutional perspective, these fundamental conflicts are inevitable. To better understand the role and effect of user-centricity in e-government, this paper analyses academic literature on user-centricity and public values. The analysis leads to three main insights: First, there is a conflict in citizen representation that may result from the normative dominance of decision-makers. Second, we identify an accountability conflict that can prevent usercentric innovation from thriving in a highly institutionalized environment. Third, we identify a pluralism conflict that emerges from a clash between the reality of a diverse society and the assumed homogeneity of actors. The need to address these conflicts increases with rapid technological innovation, such as distributed ledger technologies, artificial intelligence, and trust infrastructures. These technologies put the user at the center stage and permeate aspects of social life beyond government. In response to these insights, we outline suggestions for further research and practice.
Research center :
Interdisciplinary Centre for Security, Reliability and Trust (SnT) > FINATRAX - Digital Financial Services and Cross-organizational Digital Transformations
Disciplines :
Computer science Management information systems
Author, co-author :
WEIGL, Linda ; University of Luxembourg > Interdisciplinary Centre for Security, Reliability and Trust > FINATRAX > Team Gilbert FRIDGEN ; Institute for Information Law, University of Amsterdam, Amsterdam, Netherlands
ROTH, Tamara ; University of Luxembourg > Interdisciplinary Centre for Security, Reliability and Trust > FINATRAX > Team Gilbert FRIDGEN ; Sam M. Walton College of Business, University of Arkansas, Fayetteville, United States of America
AMARD, Alexandre ; University of Luxembourg > Interdisciplinary Centre for Security, Reliability and Trust (SNT) > FINATRAX
ZAVOLOKINA, Liudmila ; University of Luxembourg ; Digital Society Initiative, University of Zurich, Zurich, Switzerland ; Department of Information Systems (DESI), HEC Lausanne, University of Lausanne, Lausanne, Switzerland
External co-authors :
yes
Language :
English
Title :
When public values and user-centricity in e-government collide - A systematic review
Publication date :
28 June 2024
Journal title :
Government Information Quarterly
ISSN :
0740-624X
eISSN :
1872-9517
Publisher :
Elsevier, London, United Kingdom
Peer reviewed :
Peer Reviewed verified by ORBi
Development Goals :
9. Industry, innovation and infrastructure 10. Reduced inequalities 16. Peace, justice and strong institutions
FnR Project :
FNR13342933 - Paypal-fnr Pearl Chair In Digital Financial Services, 2019 (01/01/2020-31/12/2024) - Gilbert Fridgen
Funders :
FNR - Fonds National de la Recherche PayPal DIZH
Funding number :
FNR13342933
Funding text :
For the purpose of open access, the authors have applied a Creative Commons Attribution 4.0 International (CC BY 4.0) license to any author accepted manuscript version arising from this submission.
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