Evaluative Design of e-Government Projects: a Public Value Perspective

1. Evaluative Design of e-Government Projects: a Public Value Perspective Mike Grimsley Anthony Meehan Kushaan Sen Gupta AMCIS 2006

2. Avoiding Exclusion • “Those who are left outside the development of information and communication technology are often the same people…who most need the welfare state’s services in any case. This is why special attention should also be paid to the needs of these people when developing a human information society.” • “The level of trust in an organisation affects levels of use and engagement with services. Some [people] avoid contact with services they do not trust unless it is absolutely essential. This can have a direct impact on how well services meet the wider community's needs.” Osmo Pekonen and Lea Pulkkinen, Report to Finish Parliament, 2002 MORI, Trust in Public Institutions: A Report for the UK Audit Commission 2003 AMCIS 2006

3. political, economic & social institutions vertical trust Braithwaite & Levy, 1998; Grimsley, Meehan et al, 2003 horizontal trust community – family, friends, neighbours Community Trust “Trust relations are an expression of a community’s capacity to co-operate to achieve a better quality of life than would otherwise be available if its members acted merely as individuals.” AMCIS 2006

4. political, economic & social institutions vertical trust Braithwaite & Levy, 1998; Grimsley, Meehan et al, 2003 horizontal trust community – family, friends, neighbours ICT mediation of Trust? ICT Poorly designed/managed e-government will damage the relationship between citizen and public service provider… …and may have much wider implications for community well-being. AMCIS 2006

5. Initial Conceptual Framework Trust & Satisfaction after: Moore, 1995; PM’s Strategy Unit, Creating Public Value, 2002 experience experience Services Outcomes “normatively compelling collective purposes” contribute to AMCIS 2006

6. the extent to which people feel able to influence influence: the extent to which people feel a sense of personal control in life personal control: how well informed people feel information: Developing the Conceptual Framework: Drivers of Satisfaction & Trust AMCIS 2006

7. well-informedness horizontal trust vertical trust AMCIS 2006

8. personal control horizontal trust vertical trust AMCIS 2006

9. influence horizontal trust vertical trust AMCIS 2006

10. Satisfaction Trust Extended Public Value Model Positive Correlation Reinforcing Well-informedness Personal control Influence Experience Experience Services Outcomes Contribute to AMCIS 2006

11. Case Study: Home Connections AMCIS 2006

12. Chan & Harkness (2004) Home Connections Focus Groups Report. HC: Threats to Trust AMCIS 2006

13. Chan & Harkness (2004) Home Connections Focus Groups Report. HC: Trust Reinforcement AMCIS 2006

14. Some Lessons/Issues (1) • Customer/client/citizen relates to whole process – need for seamless integration of all system elements, and in ways that support diversity and avoid exclusion. • Well-informedness is promoted by: • personalised proactive communication; • consistency/lack of contradiction; • and reinforced by trusted 3rd party mediation. • Personal control is promoted by: • flexibility (multiple paths to the same end); • clarity of where the initiative resides. • Sense of influence is promoted by: • timeliness of context sensitive communication/feedback. AMCIS 2006

15. Some Lessons/Issues (2) • It is possible to maintain trust (even if the desired outcome is very difficult to attain) by taking a holistic view of clients needs and proactively supporting the client in recognising and addressing these needs. • Introduction of e-government raises client and citizen expectations and it is these raised expectations that must be met. This is particularly challenging for developers and managers of e-government systems as the introduction of the system itself raises benchmark by which it will be judged. AMCIS 2006

16. Experience Management Matrix AMCIS 2006

17. Information AMCIS 2006

18. Control AMCIS 2006

19. Influence AMCIS 2006

20. Anthony MeehanThe Open UniversityWalton HallMilton KeynesMK7 6AA http://mcs.open.ac.uk/am4469

21. Supplementary Slides AMCIS 2006

22. Terms of Engagement AMCIS 2006

23. Information Strategy AMCIS 2006

24. Satisfaction MORI (PM’s PIU, Cabinet Office), 2001 AMCIS 2006

25. Trust - ve + ve Experience The Hysteresis of Trust when trust is lost, there is rarely a quick and easy way to rebuild the relationship. AMCIS 2006

26. Alienation  exclusion Acting in the World voting? Exclusion Confidence Anxiety  exclusion Trust mental health? fear of crime? Note: Confidence and Trust are not linearly additive after Luhmann, 2001 AMCIS 2006

27. References • Green. G., Grimsley, M., Suokas A., et al: Social Capital, Health and Economy in South Yorkshire Coalfield Communities. CRESR, Sheffield Hallam University, UK • Green G., Grimsley, M. and Stafford, B., (2001) Capital Accounting for Neighbourhood Sustainability, CRESR, Sheffield Hallam University, UK. • Green, G., Grimsley, M. and Stafford, B. (2005) The Dynamics of Neighbourhood Sustainability, Joseph Rowntree Foundation: York Publishing Services. http://www.jrf.org.uk/bookshop/eBooks/1859353045.pdf • Gilbertson J., Green G., Grimsley M. and Manning J. 2005. The Dynamic of Social Capital, Health and Economy. CRESR, Sheffield Hallam University, UK • Moore, M.H. (1995) Creating Public Value: Strategic Management in Government. Harvard University Press, Cambridge, MA. • MORI (2003) as Duffy, B., Browning, P. and Skinner, G. (2003). Trust in Public Institutions: A report for the Audit Commission. MORI. • PM’s Strategy Unit (2002 as Kelly, G., Mulgan, G. and Muers, S. (2002) Creating Public Value: An analytical framework for public service reform, Strategy Unit discussion paper, Cabinet Office, http://www.strategy.gov.uk/downloads/files/public_value2.pdf AMCIS 2006