%0 Conference Proceedings
%T Understanding Actor Roles in Inter-organizational Digital Public Services
%+ Catholic University of Leuven = Katholieke Universiteit Leuven (KU Leuven)
%+ Delft University of Technology (TU Delft)
%A Wouters, Stijn
%A Janssen, Marijn
%A Crompvoets, Joep
%Z Part 2: Digital Services and Open Government
%< avec comité de lecture
%@ 978-3-030-84788-3
%( Lecture Notes in Computer Science
%B 20th International Conference on Electronic Government (EGOV)
%C Granada, Spain
%Y Hans Jochen Scholl
%Y J. Ramon Gil-Garcia
%Y Marijn Janssen
%Y Evangelos Kalampokis
%Y Ida Lindgren
%Y Manuel Pedro Rodríguez Bolívar
%I Springer International Publishing
%3 Electronic Government
%V LNCS-12850
%P 43-58
%8 2021-09-07
%D 2021
%R 10.1007/978-3-030-84789-0_4
%K Public service delivery
%K Actor roles
%K Inter-organizational services
%K E-government
%Z Computer Science [cs]
%Z Humanities and Social Sciences/Library and information sciencesConference papers
%X Different actor roles in inter-organizational digital public services are often neither understood nor acknowledged. This can result in challenges regarding the proper design and result in a lack of adoption of these services. In the literature, there exist various taxonomies outlining roles such as users, consumers or co-creators, although their value is limited. We define roles as the expectations regarding the actors and their responsibilities in the governance of a digital public service. The aim of this research is to better understand the various roles in inter-organizational digital service provisioning. This objective is achieved by examining existing classifications and using them to analyze the roles in three inter-organizational cases in Belgium. The multiple-case study reveals natural persons and legal entities often combine several roles. Public administrations have to collaborate to establish inter-organizational digital public services, but might be confronted with different perspectives regarding the end-user or other roles. This might lead to tensions and could have consequences regarding adoption. The results show that intermediary roles performed by non-public sector parties, such as mandate holders or private service providers, are lacking in existing classifications. A novel classification is proposed together with suggestions for the concept of roles, taking a comprehensive view on actor roles in the entire service delivery chain.
%G English
%Z TC 8
%Z WG 8.5
%2 https://inria.hal.science/hal-04175105/document
%2 https://inria.hal.science/hal-04175105/file/516887_1_En_4_Chapter.pdf
%L hal-04175105
%U https://inria.hal.science/hal-04175105
%~ SHS
%~ IFIP-LNCS
%~ IFIP
%~ IFIP-TC
%~ IFIP-TC8
%~ IFIP-EGOV
%~ IFIP-WG8-5
%~ IFIP-LNCS-12850