Government Digital Service Research Articles

Translating Law and Code in Government: Algorithmic Decisions and Their Legal Effects in Canada

This article analyzes the translation of law into computer code and the use of automated decision-making systems in government to make legal distinctions. Specifically, how are algorithmic decisions tied to law, and what happens when legal effects are mediated through technologies? The sociology of translation and Bruno Latour's theory of law, as elaborated by Kyle McGee, provides the means to study associations between law and technology. I trace how the force of law can be extended when mediated through computer systems and analyze the associations of law and technology in Canada's government, through projects exemplifying the shift to “code-driven law.” These include the translation of “rules-as-code,” and several of the sociotechnical systems governing Canada's borders, demonstrating how design choices in government digital services inevitably shape the outcomes of public policy and can have legal effects. While Latour's legal scholarship avoided traditional questions of legitimacy, a key consideration for automated government systems is how legitimacy is constructed and contested. For rules-as-code, legitimate algorithmic outcomes should be traceable to law, but existing government systems commonly maintain legitimacy by identifying a human actor “in-the-loop” as the ultimate decision-maker, thereby obscuring how thoroughly imbricated human and algorithmic agency are in contemporary governance.

Value Conflict: Government Interests vs. User Satisfaction in E-Government

This research explores the value conflict between government interests and user satisfaction in the context of e-government. Using a Systematic Literature Review (SLR) approach, this research analyzes how user-oriented approaches can clash with established public values. The findings show that legal accountability is often prioritized by the government, overriding users' needs for more efficient and accessible services. In addition, the government's inability to accommodate inclusive user engagement, especially in digitally-disenfranchised societies, adds to the complexity of the problem. The conclusion of this study emphasizes the importance of a more collaborative approach in the design of government digital services that are not only efficient, but also able to increase inclusivity and public trust. For future research, it is recommended to focus on reducing the digital divide, improving accessibility, and exploring new technologies such as artificial intelligence and blockchain to support accountability and user satisfaction simultaneously.

Comparative Analysis of Government Website and Service Monitoring System Ratings among State Islamic Religious Councils (SIRCs) in Malaysia

This study explores the comparison of websites of various State Islamic Religious Councils (SIRCs) in Malaysia using the Government Website and Service Monitoring System known as SPLaSK ratings. SPLaSK, an initiative by the Malaysian government serves as a critical tool for monitoring and evaluating the performance of government websites and services. By focusing on the SIRCs, this study seeks to identify patterns, strengths, and areas for improvement in digital governance. Using qualitative content analysis and semi-structured interviews, the study analyzes SPLaSK ratings of SIRCs to understand how these councils utilize digital platforms to engage with the public, disseminate information, and provide services. Websites registered with SPLaSK are assessed based on six (6) dimensions, namely accessibility, ease of use, quality of content, privacy or security, responsiveness, and reliability. It has been disclosed that only 10 out of 14 SIRCs were registered with SPLaSK in 2023, with 40% achieving excellent ratings of above 80%. The overall scores of the websites also suggest that four (4) SIRCs have underperformed, receiving scores below 50, attributed to inefficient website management. The findings offer valuable insights into the effectiveness of SPLaSK in promoting transparency, efficiency, and user-friendliness in government digital services, thus contributing to the broader discourse on digital governance within government agencies in Malaysia

Knowledge, Attitude and Practice about Ayushman Bharat Digital Mission and Digital Health among hospital patients

ABSTRACT Aim: The Government of India launched the Ayushman Bharat Digital Mission (ABDM) to digitize the national healthcare system. The aim of this study was to estimate the knowledge, attitude and practice regarding the ABDM and benefits of digital health among urban patients, who are likely to be early adopters of digital technologies. Methods: We interviewed 150 outpatients above 18 years of age, in a hospital in urban Bengaluru, India. Our questionnaire captured the knowledge, attitude and practice regarding ABDM and Digital Health, including open-ended questions to evaluate perceptions of the benefits and concerns regarding digital health. Results: Most of the participants belonged to the upper and upper middle socioeconomic classes. Only 8% of participants knew about the ABDM, although their knowledge and practice related to other Government digital services, like National Teleconsultation services (eSanjeevani), Arogya Setu and DigiLocker, were high. Many participants perceived digital health to be beneficial, but there were serious concerns regarding data safety, data privacy and misuse of health data by insurance companies. Conclusion: We established a baseline survey for assessing the knowledge, attitudes and practices of ABDM and digital health among urban patients. The results suggest that implementation agencies of ABDM should increase the Information, Education and Communication (IEC) and devise new strategies to create awareness, disseminate correct information and address the concerns of citizens.

DeLone and McLean Model Analysis of Success Factors of SIDEMANG Application in Palembang City

Indonesia is ranked 77th in the world in electronic-based government systems, especially the City of Plembang is ranked 89th regarding the evaluation of smart city improvement in Indonesia. One of the latest applications used in the past year is the SIDEMANG application, which is an information system that has the use and purpose of facilitating access to administrative services related to personal and agency licensing files online at the village and sub-district levels in Palembang city, but this is also not free from obstacles, especially internet signals. Therefore, an analysis is needed related to the implementation of Information Systems, to assess the success of applications that have been implemented, especially government digital services. DeLone and McLean Information System Success Model is used, to see the significant factors that cause the success of Information System implementation. The data analysis method used in this research is quantitative because the data collected is in the form of numbers and will be analyzed using the SmartPLS application statistical technique, using a sample size of 97 respondents. The results showed that the information quality factor was not significant to the intention or use of the application, the system quality factor was not significant to the intention or use of the application, the system quality factor was not significant to user satisfaction, the service quality factor was not significant to user satisfaction. Recommendations for the Palembang City Communication and Information Office are related to the evaluation and improvement of the SIDEMANG application using the DeLone and McLean Model analysis. In particular, improvements to the quality of information that can influence citizens to use the application, improvements to the quality of the system that can invite and satisfy users in using the application, and improvements to service quality factors on citizen satisfaction.

Exploring the Influence of Cloud Computing on Workflow Efficiency in Public Administration

This review examines the impact of cloud computing on public administration workflow efficiency, highlighting its potential to improve service delivery, optimize costs, and promote innovation. It provides a comprehensive evaluation framework for assessing efficiency, highlighting case studies of the UK Government Digital Service and Estonia's e-government initiatives. Despite challenges like security and data privacy, the study suggests promising future prospects, including hybrid cloud solutions and AI integration.

Adaptation of Agile Spotify Model at the Government Digital Service

Jabar Digital Service (JDS) took an innovative approach by smoothly integrating Spotify's agile model into the government's structure. This transformation went beyond simple structural changes. It completely reconfigured bureaucratic structures to match the agile culture required for effective digital service delivery. JDS proactively adapted its organizational structure by recruiting highly skilled professionals to meet the specific needs of the digital environment. In addition, the organization implemented the Agile at Scale and Heterogeneous Tailoring frameworks. These frameworks increased independence and promoted consistency in decision-making, enabling a fundamental change in the way JDS delivered projects and introducing collaborative groups such as squads, tribes and divisions. This integration required a complete restructuring of cultural standards, regulatory systems, risk mitigation procedures and thorough staff development. The process of communicating effectively with team stakeholders and achieving a balance between team autonomy and alignment in a changed organization was challenging. A variety of methods were used to support this research, including an in-depth exploration and observation of JDS, semi-structured interviews with relevant staff, a comprehensive case study approach using holistic single case design, and a detailed analysis of previous research, regulations and secondary data sources. The impact of this pioneering project was far-reaching. It facilitated the establishment of digital signatures to simplify bureaucratic procedures, the conversion of analogue forms into digital domains, and the digitalization of business activities. The development of JDS was an important milestone in the digital transformation process, as it facilitated collaboration between the community and the government on digital services. Significantly, this undertaking used Spotify's operational framework, adapting and customizing it to the specific needs and difficulties of JDS, which represents a notable advance in government digital integration

Understanding value of digital service delivery by governments in Mexico

Over the years, governments have leveraged various technologies to streamline internal operations for greater efficiency and to create value through digitally delivered public services (i.e., digital services) for several stakeholders, including citizens. While prior studies have contributed to understanding the institutional and organizational determinants of government digital services, much less is known about their utilization and the actual public value they generate from the perspective of the citizen, particularly in developing countries. Some research on technology, economic, and other social divides even suggests that both the use and value of digital services are potentially limited. In this paper, we apply the Delone and McLean model, a well-established information systems theory, to examine citizens' use of government digital services and their perceptions of public value derived from such use. Based on data from a comprehensive national phone survey across 32 Mexican States with 4300 respondents, our structural equation modeling reveals that system quality is the most significant predictor of use and user satisfaction with digital services. Furthermore, use and user satisfaction lead to public value as measured by the conveniences, flexibilities, and process simplifications the system affords. Our study contributes to digital government literature by using the concept of public value as a measure of digital government services' impact and success from the perspective of the citizens.

Optimizing E-Government Cybersecurity through Artificial Intelligence Integration

This study explores the integration of Artificial Intelligence (AI) into e-governance cybersecurity, focusing on its key insights, contributions, challenges, and future directions. AI-powered cybersecurity systems offer advanced capabilities in threat detection, response, and scalability, improving the protection of critical infrastructure and sensitive data in government digital services. However, ethical considerations such as transparency, fairness, and accountability, as well as challenges related to algorithm biases, data privacy, and cybersecurity skills gap, must be addressed to ensure responsible and effective use of AI technologies. Recommendations for policymakers, government agencies, and researchers are provided to maximize the benefits of AI while mitigating potential risks and enhancing e-governance cybersecurity resilience in the digital age.

Digital skills within the Public Sector: A missing link to achieve the Sustainable Development Goals (SDGs)

Academic literature has mostly discussed digital skills concerning end-users’ capability to access and use single technologies. Against this background, the paper sheds light on a missing element: the digital literacy of those who frame ICT-mediated policies that pursue sustainable development. The paper offers a novel conceptualization of digital skills as the capabilities to understand the socio-technical assemblages that emerge in social contexts after the adoption of ICT-mediated policies. Exploring the case study of the United Kingdom’s Government Digital Service, the paper argues that empowering public administrators and civil servants with these digital skills is paramount to design, implement, and manage ICT-mediated policies that aim to achieve Sustainable Development Goals.

Adoption intention of e-government application for public health risk communication: Risk information, social media competence and trust in the government.

Effective risk communication depends on the government's ability to deploy the latest communication technologies to promptly educate its citizens of new hazards and assist them in making informed decisions. This study investigates the influence of risk information seeking, social media competency and trust in the government on the intention to adopt e-government apps for communicating public health risks. To achieve the study's objective, a convenience sample of 149 Malaysian residents residing in Shah Alam was obtained via a structured questionnaire and subsequently analyzed using the Partial Least Squares-Structural Equation Method. The validity and reliability of the study were evaluated through the outer loadings, Average Variance Extracted (AVE), and Composite Reliability (CR). The influence of underlying factors on the outcome was evaluated by examining path coefficients, standard errors, and t-values. The measurement model suggested to use three items to measure the risk information seeking and five to measure trust in the government information and social competence. Loadings ranged from 0.681 to 0.972. The three factors explained the 43.2% of the outcome variability, and all had a positive effect on the intention to adopt information from the e-government application with coefficients estimates ranging from 0.133 to 0.541. The model showed an adequate predictive relevance with Q2 = 0.381. Public health risk communication via e-government applications rely on the active and accountable engagement of the citizens. To stimulate higher acceptance and utilization of government digital services for sustainable health risk communication and management, the government must raise the public's level of digital literacy and proficiency. By offering training programs and demonstrations, the government may also need to think about making investments in education about digital and technological skill levels.

The Case of the UK's Government Digital Service: The Professionalisation of a Paradigmatic Public Digital Agency

This case study explores the evolution of the UK's Government Digital Service (GDS) since its inception in 2011. GDS is seen by many as the gold standard digital agency, copied in multiple instances and praised for its achievements. Drawing on expert interviews with former and current GDS employees, we look at the evolution of GDS through three distinct phases. We argue that at the core of GDS foundation is a coherent and paradigmatic approach to government digital transformation. GDS can be viewed as a conscious effort to create new capabilities within government through a new organisation that questioned dominant routines in government IT and generated new approaches, frameworks, and skills to do digital transformation differently. These new routines have, over time, become part of the central government machinery. GDS has successfully professionalised these new routines beyond its own organisational boundaries. However, in doing so, GDS has itself become a distinctly different organisation that now faces the challenge of how to rejuvenate its original dynamism.

THE VOICE OF OLDER ADULTS ON DIGITAL INCLUSION FOR HEALTHY COMMUNITY IN SINGAPORE

Abstract With the rapid ageing population and the experience of Covid-19 pandemic, there is an urgent need to create a digitally inclusive healthy society. Singapore, as a smart nation, has been at the forefront of promoting digital inclusion to all age groups, including older adults. According to the Statista (2022), 88.5% of the population in Singapore are using internet and 56% of those over 60 are smartphone users. The use of digital technology for health promotion holds enormous potential to empower individuals and communities, particularly in the context of healthy and active ageing. The older adults in this study are adept at using the basic function of the smart phone rather than a computer. Some have even attended the national program, “Seniors Go Digital,” to learn about basic communication tools, file messaging, video calling, accessing government digital services, using e-payment tools, etc. They have also shared the barriers they face in using the internet, such as declines in vision, cognitive ability, and hearing, as well as the opportunities they have found, such as arrange telemedicine and access to the e-health systems. Besides, they found that the peer support and social networks are very important to support their digital learning journey. Though fear of encountering cheats and scams is common, they can be overcome by building confidence through peer support and self-efficacy. During the presentation, the authors will identify the contextual influences of digital inclusion and its impacts on healthy ageing in Singapore.

Assessing and improving the National Interoperability Frameworks of European Union Member States: The case of Greece

Interoperability (IOP) is the ability of a product or system – whose interfaces (APIs) are publicly documented – to connect to and operate with other products or systems, without restrictions. Interoperability further enables information and usable data to be properly exchanged and ensures the alignment of different business processes in critical sectors. In addition, is a prerequisite for transparent, domain-agnostic, and sustainable public sector digital services, where Public Administrations (PA) can efficiently interact across borders and domains by using common frameworks, standards, and processes for sharing information and data. The European Interoperability Framework (EIF) enables interoperability with guidelines for digital services. Therefore, the alignment with EIF becomes pivotal for the European Union (EU) countries since different regulations that facilitate and impose the implementation of European policies such as the Single Digital Gateway (SDG) regulation and the Once-Only Principle (OOP) consider the IOP a crucial technical and operational component for government digital services. This article proposes the update of the Greek NIF, with guidelines of EIF, OOP and other technological trends in conjunction with new legal and policy provisions. This proposed assessment methodology can be reused in other countries and can be further adapted for updating the EIF.

DP 0267 - Dynamic Capabilities of the Public Sector: Towards a New Synthesis

Covid-19 pandemic has shown how important are public sector capacities and capabilities to react to crises and re-configure existing policies and implementation practices. Prior to the pandemic, policymakers were increasingly turning their attention to challenge-driven innovation policies in order to tackle climate emergencies and other ‘wicked’ societal challenges. Such a ‘normative turn’ also assumes the existence of what can be called dynamic capabilities in the public sector. This paper offers a new synthesis of how to conceptualise dynamic capabilities in the public sector. The paper synthesises existing state capacity, public sector innovation capacity and dynamic capabilities literature. Using three brief case studies (UK’s Government Digital Service, Sweden’s Vinnova and the city of Barcelona), the paper discusses the origins and constitutive elements (sense-making, connecting, shaping) of dynamic capabilities. The paper also discusses how could dynamic capabilities be assessed.

An evaluation method of government digital service quality based on big data

An evaluation method of government digital service quality based on big data

Citizens’ Trust Measurement in Smart Government Services

The embracing of digital technology has enhanced different approaches for authorities worldwide to deliver services to their citizens in a smart way. Smart government services contribute to increasing citizens’ trust in government performance providing public services, as it allows interactions anytime, anyplace, through any device that merge digital technology and government public services. Furthermore, it is essential to consider citizens’ trust in smart public services since citizens are consumers of the services. Existing studies measure citizens’ trust in smart government services focusing on technological and government aspects. Therefore, this study proposes a framework to measure trust in smart government services and its impact on service adoption and satisfaction. This framework uses Information System (IS) Success Model and expands the dimension with government aspects, citizen aspects, citizens engagement, and social influence. This study surveyed the citizens of West Java Province Indonesia who have used government digital services for checking and paying vehicle taxes. The findings revealed significant factors, which are technological aspects, government aspects, and citizens engagement to measure citizens’ trust in smart government services. The more citizens trust the services, the more they will use these services. Trusted smart government services also deliver value and satisfaction to the service users. However, we found social influence and the citizen aspects are not supported the citizens’ trust in smart government services. We believe this paper will be a significant contribution for the academicians, governments, and service providers to build or increase citizens’ trust in smart government services.

Geeks vs grandees: A transnational comparison of dress codes in American and British federal technology agencies

This comparative transnational history informed by discourse analysis examines the US and UK news coverage of two new ‘federal startups’ created in the early 2010s: The United States Digital Service and Government Digital Service. These agencies were designed to renovate federal infrastructures and institutions by integrating technologies and technologists into the federal government. Early coverage of these agencies in both countries focused on the integration of casual dress norms common in technology industries into federal offices dominated by suits. In the United States, those norms were embraced, often with amusement. But in the United Kingdom, they were met with hostility. This article explains why dress code was a focus in both countries and why it was covered differently in each. Ultimately, this study argues workplace attire is emblematic of the differing ways in which industry and government partnerships function in these countries. Dress code norm differences offer a window into how nationally specific cultural values remained about technology and government in each country. Ultimately, these findings suggest the extent to which values prioritized by technology industries became those prioritized by the US government, and the extent to which the United Kingdom retained separation between those arenas.

Justice in the Digital State: Assessing the Next Revolution in Administrative Justice by JoeTomlinson (Bristol: Policy Press, 2019, 97 pp., £12.99 (pbk))

Justice in the Digital State: Assessing the Next Revolution in Administrative Justice by JoeTomlinson (Bristol: Policy Press, 2019, 97 pp., £12.99 (pbk))

Newborn Sickle Cell and Thalassaemia Screening Programme: Automating and Enhancing the System to Evaluate the Screening Programme.

Good information is needed to demonstrate that a screening programme is meeting its objectives, to measure performance against standards and to ensure that action is taken if standards are not met. In 2010, the NHS Sickle Cell and Thalassaemia (SCT) Screening Programme established a process to collect data on the main outcome measures for newborn babies. In 2016, a review identified that data completeness and quality relied on manual processes and there was widespread dissatisfaction amongst data providers due to duplication of data entry, poor feedback and lack of oversight of the baby to ensure safe handover from screening into treatment services. Using an Agile service design process and following the Government Digital Service Model, the SCT Screening Programme worked in close collaboration with users, wider stakeholders and system suppliers to design and build a new automated system. The new system ensures that the screening programme can fulfil its duty to evaluate the effectiveness of the programme, whilst pleasing the users and enhancing safety. User experience must be central to design and ongoing development to ensure that a new IT system is fit for purpose and adopted by users.