The analysis of information technology’ effects on public service productivity

Abstract

Given the increasing important of IT in the public services delivery and the massive amount of spending in IT in governments, it is imperative to understand how to evaluate the contributions of IT in governments for better delivery of services and enhanced interactions with citizens and business. From the perspective of Business Process Management and public value management, this paper takes a process level approach to productivity and IT effects of public service. This paper argues that IT, does not directly lead to greater service productivity, but they do so through intermediate organizational and interorganizational capabilities. The case study of home service illustrates IT's effects on the four key of organizationa l and interorganizational capabilities that are paramount to public service productivity, which includes operational capability, communication capability, partnering capability and innovative capability. IT resources in public organizations enable public managers to pursue greater service productivity by cultivating these four capabilities.