Governmental implementation of information and communication technology at the local level: Digital co-production during a crisis

The rapid expansion of volunteerism, especially during COVID-19, requires efficient organisation of citizen volunteers, thus leading professionals to utilise information and communication technology (ICT) as an enabling tool for interaction and coordination. This study focuses on professionals’ perspectives at the local level regarding governmental steps towards digitalisation and its application in volunteer co-production. The policy implementation approach was used through in-depth interviews with 19 local coordinators in Israel during the COVID-19 crisis. This study found that, while central government invested efforts in training, guidance, and ICT support for professionals, the implementation of digital technologies was not successful at the local level. This highlights the need for digital platforms for volunteer coordination to be be tailored to specific cultural characteristics and local contexts. Neglected but important factors in ICT implementation were identified, including intra-organisational dynamics, the local community, and authority. By addressing these contextual factors and adopting a more inclusive and context-sensitive approach, digital platforms can better support local volunteer coordination efforts.

Points for practitioners

• Adopt a holistic approach to digitalisation: Senior-level administrators in central government should adopt a holistic approach to digitalisation, one that accounts for local contexts—cultural characteristics and collaborative governance structures. This approach should involve coordinators in the development process, together with other stakeholders involved in co-production.
• Focus on user-centric platform design and implementation: To ensure usability and acceptance among coordinators, practitioners should prioritise a user-centric approach to platform design and implementation. This entails constructing intuitive, user-friendly platforms, meeting the needs of the coordinators involved in the digitalisation process.
• Address organisational characteristics and overcome barriers: Practitioners should recognise municipal organisational characteristics, thus obviating potential barriers to digital technology implementation. This includes such factors as status and professional position within the municipality, securing bureaucratic commitment, and overcoming governmental bureaucracy or a lack of leadership.