TY - GEN
T1 - Understanding Actor Roles in Inter-organizational Digital Public Services
AU - Wouters, Stijn
AU - Janssen, Marijn
AU - Crompvoets, Joep
N1 - Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.
PY - 2021
Y1 - 2021
N2 - Different actor roles in inter-organizational digital public services are often neither understood nor acknowledged. This can result in challenges regarding the proper design and result in a lack of adoption of these services. In the literature, there exist various taxonomies outlining roles such as users, consumers or co-creators, although their value is limited. We define roles as the expectations regarding the actors and their responsibilities in the governance of a digital public service. The aim of this research is to better understand the various roles in inter-organizational digital service provisioning. This objective is achieved by examining existing classifications and using them to analyze the roles in three inter-organizational cases in Belgium. The multiple-case study reveals natural persons and legal entities often combine several roles. Public administrations have to collaborate to establish inter-organizational digital public services, but might be confronted with different perspectives regarding the end-user or other roles. This might lead to tensions and could have consequences regarding adoption. The results show that intermediary roles performed by non-public sector parties, such as mandate holders or private service providers, are lacking in existing classifications. A novel classification is proposed together with suggestions for the concept of roles, taking a comprehensive view on actor roles in the entire service delivery chain.
AB - Different actor roles in inter-organizational digital public services are often neither understood nor acknowledged. This can result in challenges regarding the proper design and result in a lack of adoption of these services. In the literature, there exist various taxonomies outlining roles such as users, consumers or co-creators, although their value is limited. We define roles as the expectations regarding the actors and their responsibilities in the governance of a digital public service. The aim of this research is to better understand the various roles in inter-organizational digital service provisioning. This objective is achieved by examining existing classifications and using them to analyze the roles in three inter-organizational cases in Belgium. The multiple-case study reveals natural persons and legal entities often combine several roles. Public administrations have to collaborate to establish inter-organizational digital public services, but might be confronted with different perspectives regarding the end-user or other roles. This might lead to tensions and could have consequences regarding adoption. The results show that intermediary roles performed by non-public sector parties, such as mandate holders or private service providers, are lacking in existing classifications. A novel classification is proposed together with suggestions for the concept of roles, taking a comprehensive view on actor roles in the entire service delivery chain.
KW - Actor roles
KW - E-government
KW - Inter-organizational services
KW - Public service delivery
UR - http://www.scopus.com/inward/record.url?scp=85115171744&partnerID=8YFLogxK
U2 - 10.1007/978-3-030-84789-0_4
DO - 10.1007/978-3-030-84789-0_4
M3 - Conference contribution
AN - SCOPUS:85115171744
SN - 9783030847883
T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
SP - 43
EP - 58
BT - Electronic Government - 20th IFIP WG 8.5 International Conference, EGOV 2021, Proceedings
A2 - Scholl, Hans Jochen
A2 - Gil-Garcia, J. Ramon
A2 - Janssen, Marijn
A2 - Kalampokis, Evangelos
A2 - Kalampokis, Evangelos
A2 - Lindgren, Ida
A2 - Rodríguez Bolívar, Manuel Pedro
PB - Springer
T2 - 20th IFIP WG 8.5 International Conference on Electronic Government, EGOV 2021, held in conjunction with the IFIP WG 8.5 International Conference on Electronic Participation, ePart 2021 and the International Conference for E-Democracy and Open Government Conference, CeDEM 2021
Y2 - 7 September 2021 through 9 September 2021
ER -