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Public e-services from inside: A case study on technology's influence on work conditions in a government agency
Mid Sweden University, Faculty of Human Sciences, Department of Social Sciences.ORCID iD: 0000-0002-5337-3287
Linkopings University, Linkoping, Sweden.
Linkopings University, Linkoping, Sweden.
2013 (English)In: International Journal of Public Sector Management, ISSN 0951-3558, E-ISSN 1758-6666, Vol. 26, no 6, p. 455-468Article in journal (Refereed) Published
Abstract [en]

Purpose: The purpose of this paper is to discuss the consequences of citizens' increased use of public e-services for agency employees' work situation. Design/methodology/approach: In order to accomplish the purpose of the paper the authors focus on the way in which the increased use of public e-services also implies internal process and routine changes in public administration. The authors analyze work conditions for case officers at a government agency in Sweden by applying occupational ideal types to identify the specific work conditions in the studied case. The case study is based on qualitative data collected with a back office perspective. Findings: The findings indicate a new hybrid organization where the increased use of e-services challenges earlier demands for competence. The transformation of e-government has implications for job codification, rule observation, job specification, and interaction with the general public. Originality/value: The paper extends the knowledge on how the increased use of public e-services affects back-office work conditions, with an increased high level of complexity in work content, but with low level of work autonomy. It argues that studying back-office work conditions is an important management issue in public administration research as well as practice. © Emerald Group Publishing Limited.

Place, publisher, year, edition, pages
2013. Vol. 26, no 6, p. 455-468
Keywords [en]
Change management, Development agencies, E-government, Information technology, Organizational restructuring, Public administration, Public sector organizations, Public services, Sweden, Working conditions
National Category
Information Systems
Identifiers
URN: urn:nbn:se:miun:diva-20684DOI: 10.1108/IJPSM-09-2011-0120Scopus ID: 2-s2.0-84883076297OAI: oai:DiVA.org:miun-20684DiVA, id: diva2:679060
Note

Source: Scopus

Available from: 2013-12-13 Created: 2013-12-13 Last updated: 2018-01-11Bibliographically approved

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Giritli Nygren, Katarina

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