Enhancing Public Value of Local Public Services through Electronic Interaction

IF 0.1 Q4 MANAGEMENT
Anastasiya A. Golubeva, E. Gilenko, Veronika B. Dzhedzheya
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引用次数: 9

Abstract

Benefits from introducing electronic public services have been widely discussed in the academic literature. However, in recent years, research advocates a more broad approach integrating multiple indicators of social benefits. One of these approaches is associated with the concept of public value, which describes the overall value that the government creates for the society. In this research we theoretically illustrate and empirically evaluate the possibility to enhance public value of public services through the electronic interaction of citizens and authorities on a local (municipal) level. We use an example of online claim submission system on landscaping and public amenities issues. The paper is based on a survey among 150 elderly citizens of a district of St. Petersburg (Russia). Despite the fact that elderly citizens are actually willing to adopt the electronic way of communication with local authorities and even associate it with a higher level of comfort and transparency, the online interaction itself do not make them trust the authorities more or submit their claims more often. To increase the level of trust and enhance the actual public value, the authorities need to demonstrate some practical results of their activity. This paper elaborates the linkage between public value creation and public e-services implementation on a local level. We provide a theoretical framework for a more comprehensive understanding of public value enhancement through local public services.
通过电子互动提升地方公共服务的公共价值
引入电子公共服务的好处在学术文献中得到了广泛讨论。然而,近年来,研究提倡采用更广泛的方法,将多个社会效益指标结合起来。其中一种方法与公共价值的概念有关,公共价值描述了政府为社会创造的整体价值。在这项研究中,我们从理论上说明并实证评估了通过公民和当局在地方(市)层面的电子互动来提高公共服务公共价值的可能性。我们使用了一个关于景观美化和公共设施问题的在线索赔提交系统的例子。这篇论文是基于对圣彼得堡(俄罗斯)一个地区150名老年公民的调查。尽管老年公民实际上愿意采用电子方式与地方当局沟通,甚至将其与更高水平的舒适度和透明度联系在一起,但在线互动本身并没有让他们更信任当局,也没有让他们更多地提交索赔。为了提高信任水平和提高实际的公共价值,当局需要展示其活动的一些实际成果。本文阐述了公共价值创造与地方公共电子服务实施之间的联系。我们为更全面地理解通过地方公共服务提高公共价值提供了一个理论框架。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
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