”why don’t they automate?”

10
1 Arne Krokan / Solveig Midtbust ”Why don’t they automate?”

Upload: lauren

Post on 12-Jan-2016

37 views

Category:

Documents


0 download

DESCRIPTION

”Why don’t they automate?”. Arne Krokan / Solveig Midtbust. Today’s situation. Norwegian citizens are used to find private services available on the Internet (bank, airplane tickets, etc) Some public services has been automated/digitalized - PowerPoint PPT Presentation

TRANSCRIPT

Page 1: ”Why don’t they automate?”

1

Arne Krokan / Solveig Midtbust

”Why don’t they automate?”

Page 2: ”Why don’t they automate?”

2

• 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

Page 3: ”Why don’t they automate?”

3

Is the slow eGovernment adaptation rate due to:

– Technological obstacles?

or– Organizational obstacles?

Problem definition

Page 4: ”Why don’t they automate?”

4

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

Page 5: ”Why don’t they automate?”

5

• Qualitative interviews

• Sample

• Generalization

Methodical approach

Page 6: ”Why don’t they automate?”

6

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?

Page 7: ”Why don’t they automate?”

7

Development of eGovernment solutions

• Where is DRT now?

• Where is DRT headed for?

– DRT objectives

– National objectives

Page 8: ”Why don’t they automate?”

8

• Intra versus inter organizational processes

• Public organizations versus private organizations:– Customer turnover

– Monopoly services

• Change has to be rooted in the organizations itself

Challenges

Page 9: ”Why don’t they automate?”

9

• 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

Page 10: ”Why don’t they automate?”

10

Conclusion and further work

• The probability that this is an organizational problem rather than a technological problem is high

• More research is needed