”why don’t they automate?”
Post on 12-Jan-2016
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Arne Krokan / Solveig Midtbust
”Why don’t they automate?”
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• Norwegian citizens are used to find private services available on the Internet (bank, airplane tickets, etc)
• Some public services has been automated/digitalized
• The ”eNorway 2009 plan” says the public departments must change
• Why?– Better availability , 24/7
– More satisfied users
– Lower costs
Today’s situation
3
Is the slow eGovernment adaptation rate due to:
– Technological obstacles?
or– Organizational obstacles?
Problem definition
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Case selection
Requirements:
• Easy to automate
• Not done before
• Few stakeholders
Selected organization and service:
• Department of Roads and Traffic (DRT) / Statens vegvesen
• Service: Temporary registration plates on motor vehicles
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• Qualitative interviews
• Sample
• Generalization
Methodical approach
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Why has not the temporary registration plate service been automated? Is it due to: – Technological obstacles?
or– Organizational obstacles?
Is the slow eGovernment adaptation rate due to:– Technological obstacles?
or– Organizational obstacles?
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Development of eGovernment solutions
• Where is DRT now?
• Where is DRT headed for?
– DRT objectives
– National objectives
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• Intra versus inter organizational processes
• Public organizations versus private organizations:– Customer turnover
– Monopoly services
• Change has to be rooted in the organizations itself
Challenges
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• Reorganization – a ten percent reduction of the workforce
– great regional differences
– ICT equals workforce reductions
• Customer turnover
• Inter organizational processes are difficult
• Existing IT-system over 25 years old
• Management does not understand what is going on at the frontline of the organization
• The temporary registration plate service is possible to automate
Findings
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Conclusion and further work
• The probability that this is an organizational problem rather than a technological problem is high
• More research is needed
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