TY - CHAP
T1 - Information technology and public service delivery
AU - Yildiz, Mete
AU - Tetley-Brown, Lucille
AU - Erhi Makpor, Mercy
N1 - Publisher Copyright:
© 2024 Edward Elgar Publishing.
PY - 2024/9/27
Y1 - 2024/9/27
N2 - This chapter examines how information technologies (ITs) have been influencing and, to a certain extent, transforming public service delivery over time. To this end, the chapter first explains how different generations of information technology applications in government, such as government websites, mobile platform-based services (mobile government applications), and social media pages of government agencies, affected the provision of public services. The chapter then analyzes how these technologies influenced both the providers and receivers of public services. The following subsection analyzes how IT use transformed the use of data in public service provision. Finally, the use of new technologies such as blockchain, artificial intelligence, open government data, and virtual reality/metaverse for public service delivery will be exemplified and analyzed. The chapter concludes with a discussion of how ITs have transformed public service delivery, the challenges (measurement, security, equality, fairness, prejudice, and surveillance challenges) that constrain this transformation, and directions for future research, such as examining how international e-government benchmarking studies serve policy learning and knowledge-transfer in online public service provision at a global scale.
AB - This chapter examines how information technologies (ITs) have been influencing and, to a certain extent, transforming public service delivery over time. To this end, the chapter first explains how different generations of information technology applications in government, such as government websites, mobile platform-based services (mobile government applications), and social media pages of government agencies, affected the provision of public services. The chapter then analyzes how these technologies influenced both the providers and receivers of public services. The following subsection analyzes how IT use transformed the use of data in public service provision. Finally, the use of new technologies such as blockchain, artificial intelligence, open government data, and virtual reality/metaverse for public service delivery will be exemplified and analyzed. The chapter concludes with a discussion of how ITs have transformed public service delivery, the challenges (measurement, security, equality, fairness, prejudice, and surveillance challenges) that constrain this transformation, and directions for future research, such as examining how international e-government benchmarking studies serve policy learning and knowledge-transfer in online public service provision at a global scale.
KW - Digital government
KW - Digital transformation
KW - Emerging technologies
KW - Information technology
KW - Public service
KW - Service delivery
UR - https://www.scopus.com/pages/publications/85207560662
U2 - 10.4337/9781035315314.00020
DO - 10.4337/9781035315314.00020
M3 - Chapter (peer-reviewed)
AN - SCOPUS:85207560662
SN - 9781035315307
T3 - Elgar Handbooks in Public Administration and Management
SP - 205
EP - 222
BT - Handbook of Public Service Delivery
A2 - Reddick, Christopher G.
A2 - Demir, Tansu
PB - Edward Elgar Publishing Ltd.
ER -