When public values and user-centricity in e-government collide

Our new paper came out on a Friday - just in time for weekend reading 🍹📚

Here it is, "When public values and user-centricity in e-government collide – A systematic review" together with my co-authors Linda Weigl, Dr. Tamara Roth, and Alexandre Amard just published in Government Information Quarterly.

Abstract:

❓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 user-centric 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.

Here is the link.

Thanks to all those who helped and supported this research.