Efficiency through digitalization? How electronic communication between frontline workers and clients can spur a demand for services

Ida Bring Løberg

doi:10.1016/j.giq.2020.101551

Abstract

The increasing use of electronic government comes with great expectations of efficient service provision. However, frontline workers who use the information and communication technologies (ICTs) and implement digital services have received less attention. This article examines how frontline workers in the Norwegian Labor and Welfare Administration (NAV)11Abbreviations in the article: the Norwegian Labor and Welfare Administration (NAV). perceive electronic communication with clients in terms of its efficiency. The empirical data consist of interviews with frontline workers in NAV, who argue both for and against the efficiency of electronic communication. The frontline workers find that electronic communication saves them time, but also makes them more available to clients. While it is desirable that services are available, this can also reduce the cost to clients of seeking services. Based on a street-level perspective, I argue that the availability of services through electronic communication can spur a demand for services. This implies that there is a potential resource trade-off between efficient services and available services.

Highlights

Governments are investing in digital technologies, often with high hopes and using substantial resources, in order to achieve efficient public services
Frontline workers are expected to provide efficient services, while implementing the electronic government, but how do the frontline workers perceive the efficiency of digital service provision?
The channel strategy is an important part of the context, as it specifies how electronic communication should be used

Summary

Introduction

Governments are investing in digital technologies, often with high hopes and using substantial resources, in order to achieve efficient public services. Recognizing the opportunities that lie in the electronic organization, dissemination and exchange of information, it has been argued that such technologies can reduce the administrative burden, support bureau cratic coordination, and facilitate interaction with citizens (Cordella & Tempini, 2015; Fang, Tarshis, McInroy, & Mishna, 2018; Høybye-Mor tensen, 2019). Both researchers and governments often consider digital service provision, i.e. the use of digital technologies to deliver services, to be more efficient than traditional services (Axelsson, Melin, & Lindgren, 2013; Bindu, Sankar, & Kumar, 2019; Devlieghere, Bradt, & Roose, 2016). Discussion of the differences between traditional and digital interaction with clients, and how it influences frontline work

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Discussion

Conclusion