Abstract
The increasing relevance of technology and its impact on our everyday life requires multi- and trans-disciplinary studies in order to investigate the ways in which the Information and Communication Technology (ICT) tools are affected by users’ features and by the external environment. In order to enrich existing contributions on this topic, the paper focuses its attention on the city as example of service systems, in order to investigate dimensions and dynamics that influence the city employees’ evaluation and satisfaction in the use of ICT platforms. By adopting the interpretative lens offered by Service Science and Systems Thinking, the domain of city as a service system is analysed and some hypotheses are formulated with reference to the relationships between environment, users, and ICT platform. The hypotheses are investigated through a questionnaire survey on a sample of 1032 municipalities in the Czech Republic and the results are tested using Structural Equation Modelling. The research shows that users’ features and external environment affect the evaluation and the satisfaction of city stakeholders about the use of ICT platforms by underlining the need for enlarging the study on informatics tools, in order to also include subjective variables. The findings are discussed from both theoretical and practical points of view.
Highlights
In a challenging paper of 2011, Nam and Pardo [1] wrote that ‘smartness in the technology context implies the automatic computing principle like self-configuration, self-healing, self-protection, and self-optimization
With the aim to enrich previous contributions on users’ perceptions about the Information and Communication Technology (ICT) platforms as consequence of external dynamics with reference to the specific domain of city management, this paper aims to study the following hypotheses: Hypothesis 3 (H3 ): There is a relationship between the city localization (Region) and the city employees’
By recognizing the relevance of ‘digitalization’ as relevant process for social and economic dynamics [115], this paper focuses its attention on the role that digital platforms can have in the management of the city as an example of a service system
Summary
In a challenging paper of 2011, Nam and Pardo [1] wrote that ‘smartness in the technology context implies the automatic computing principle like self-configuration, self-healing, self-protection, and self-optimization. The emerging digital era is radically changing every kind of social and economic dynamics by defining new rules and balances [12] In such a line, several researchers and practitioners have tried to offer indications, suggestions, and comments about the possible ways to face the challenges of digital era [13,14,15]. Several researchers and practitioners have tried to offer indications, suggestions, and comments about the possible ways to face the challenges of digital era [13,14,15] They have analysed the role of technologies in social and economic development [16], the approaches in evaluating the utility of new technologies in specific
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