应对一线公共服务的数字化转型：警务用户适应性研究

IF 7.8 1区管理学 Q1 INFORMATION SCIENCE & LIBRARY SCIENCE

Government Information Quarterly Pub Date : 2024-10-10 DOI:10.1016/j.giq.2024.101977

Muhammad Afzal , Panos Panagiotopoulos

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引用次数: 0

摘要

有关数字化转型的研究主要集中在组织方面，而较少关注对一线公职人员日常工作的影响。借鉴用户适应的应对模式，我们研究了公职人员如何应对数字化举措以及自由裁量权在应对过程中的作用。实证研究的重点是巴基斯坦旁遮普地区的警务工作以及执法人员（n = 292）在实施综合警察局记录管理系统（PSRMS）后的反应。警务人员采取了以问题为中心和以情绪为中心的不同应对策略。我们研究了这些用户适应策略与警官对系统在提高绩效方面的成果的看法之间的关系。这项研究在一线数字政府互动的背景下扩展了应对理论，并为如何更好地将 PSRMS 等系统嵌入公职人员的日常工作提供了指导。

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Coping with digital transformation in frontline public services: A study of user adaptation in policing

Research on digital transformation has focused on organizational aspects with less attention to the impacts on frontline public officials' daily work. Drawing on the coping model of user adaptation, we investigate how public officials cope with digitalization initiatives and the role of discretion in the coping process. The empirical study focuses on policing and the responses of law enforcement officials (n = 292) in the Punjab region of Pakistan following the implementation of an integrated Police Station Record Management System (PSRMS). Police officers adopted diverse problem-focused and emotion-focused coping strategies. We examine the relationship between these user adaptation strategies and officers' perceptions of system outcomes in improving performance. The study extends coping theory in the context of frontline digital government interactions and offers guidance on how to better embed systems like the PSRMS in public officials' daily work.

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来源期刊

Government Information Quarterly INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

15.70

自引率

16.70%

发文量

106

期刊介绍： Government Information Quarterly (GIQ) delves into the convergence of policy, information technology, government, and the public. It explores the impact of policies on government information flows, the role of technology in innovative government services, and the dynamic between citizens and governing bodies in the digital age. GIQ serves as a premier journal, disseminating high-quality research and insights that bridge the realms of policy, information technology, government, and public engagement.