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Who Are the Users of Digital Public Services?

Abstract : Despite the importance of citizens as users of digital public services, e-government research has not explicitly considered different perspectives on citizens as users of said services. This paper sets out to explore the possible variations in which the citizen as a user of digital public services is conceptualized within the e-government literature. Through a qualitative and interpretive approach, we have analysed literature from different fields of e-government research to create an overview of how citizens as users of digital public services are conceptualized in e-government research. The structure of the review departs from, and is framed by, four established value paradigms for e-government management. Our approach reveals that – depending on the perspective taken – the conceptualization of the citizen varies considerably and, as a consequence, may impact the results and contributions of each research perspective. The conception of the citizen as a user of digital public services varies from being a passive recipient of government services, to being an active co-producer of services. This article contributes to e-government theory by unboxing the conceptions of citizens as users of digital public services that are existent in current research on digital public services. In providing a framework that relates these conceptions to previously known value paradigms, the article offers a starting point for taking a multidimensional perspective in e-government research that considers the citizen as a multifaceted and heterogeneous entity.
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Submitted on : Monday, January 20, 2020 - 3:24:03 PM
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Bettina Distel, Ida Lindgren. Who Are the Users of Digital Public Services?. 11th International Conference on Electronic Participation (ePart), Sep 2019, San Benedetto Del Tronto, Italy. pp.117-129, ⟨10.1007/978-3-030-27397-2_10⟩. ⟨hal-02446023⟩

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