Universal and contextualized public services: Digital public service innovation framework

John Bertot; Elsa Estevez; Tomasz Janowski

doi:10.1016/j.giq.2016.05.004

Universal and contextualized public services: Digital public service innovation framework

Abstract

In view of the rising social and economic inequalities, public service delivery should be both universal, i.e. independent of the recipients' social or economic status, and contextualized, i.e. able to compensate for different local needs and conditions. Reconciling both properties requires various forms of innovations, chief among them innovations in digital public services. Building upon the four-stage model underpinning the United Nations e-Government Survey, the paper puts forward a framework for developing such innovations, and populates it with transparent, participatory, anticipatory, personalized, co-created, context-aware and context-smart services (including real-life examples) as initial set of innovations. The paper also outlines new technical, organizational and policy-related government capabilities required to engage in digital public service innovations.

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Authors (3)

John Bertot Dr.
- University of Maryland, USA .
Elsa Estevez Dr.
- National University of the South, Argentina .
Tomasz Janowski dr
- United Nations University Operating Unit on Policy-Driven Electronic Governance .

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Category:: Articles
Type:: artykuł w czasopiśmie wyróżnionym w JCR
Published in:: GOVERNMENT INFORMATION QUARTERLY no. 33, edition 2, pages 211 - 222,
ISSN: 0740-624X
Language:: English
Publication year:: 2016
Bibliographic description:: Bertot J., Estevez E., Janowski T.: Universal and contextualized public services: Digital public service innovation framework// GOVERNMENT INFORMATION QUARTERLY. -Vol. 33, iss. 2 (2016), s.211-222
DOI:: Digital Object Identifier (open in new tab) 10.1016/j.giq.2016.05.004
Verified by:: Gdańsk University of Technology