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E-governance and Citizen Information 14 IntroductionThe empirical research study was designed mainly with qualitative analysis techniques, althoughin various points of the study – as we will see later on – quantitative techniques havealso been used. The qualitative section involved a long period of observation, in which twoof us worked in the Generalitat, carrying out interviews and attending many different workmeetings. The quantitative part involved the analysis of different surveys – we were involvedin the design of some of these – carried out by the Administration on various aspects relatedto the object of the study and with an analysis of social networks, in order to determine theevolution of interdepartmental relationships.The aim of the empirical work was to deliberately go beyond online phenomena linkedto e-governance. Therefore, our aim was not solely focused on studying the websites ofPublic Administrations, and we designed our own empirical research project to obtainan in-depth analysis of the processes that support these portals and the services offeredby them – in addition to analysing other channels that deal with citizens. In any case,the details and justifications of empirical work are given with more comprehensive andadditional data in the methodology chapter.In addition, the project is conceived as an analytical study, not only as a merely descriptivereport, despite the fact that it also offers large quantities of descriptive information about thedifferent aspects of the projects and phenomena analysed – information which has beenvery useful and is quite interesting in itself. We have always tried to contrast the informationgathered from the projects analysed with different sources and informers.In addition, the analytical perspective of study has not been conceived from the well-knownscheme of the social impact of technology. In other words, we were not trying to determinethe impact of ICTs in the relationship between the Administration and its users, or in the internalrunning of the organisation. Therefore, we have not tried to formulate simplistic hypothesesto establish linear correlations between the use or diffusion of technology inAdministrations and determined transformations in its structure or functions. Our projectconsiders problems concerning precisely this type of deterministic relationships betweentechnological innovation and social change (in our case, mainly organisational). On the contrary,we have tried to trace the type of associations established between the – fairly heterogeneous– different elements involved in these innovation processes, as well as detectingand analysing the conditions that link certain technological innovations – through a more orless stable, more or less problematic approach – with some organisational changes.This study forms part of a research project with a wider scope, called Project InternetCatalonia (PIC). PIC is an interdisciplinary research programme about the information societyin Catalonia, carried out by a group of researchers at the Internet Interdisciplinaryhttp://www.uoc.edu/in3/pic
E-governance and Citizen Information 15 IntroductionInstitute (IN3) at the Universitat Oberta de Catalunya (UOC), led by professors ManuelCastells and Imma Tubella. The project was designed as a comprehensive analysis of theuses and penetration of the Internet in various sectors of Catalan society; basically inhomes, companies, schools, universities, media, the Public Administration and healthcareinstitutions.More specifically, our study is the first of a second phase of activities within the scope of thePIC. In this sense, it is the second part of the study about the uses of ICTs in electronic Administrationthat will be developed under the title “E-Government and Public Services: acase study of the inter-administrative portal CAT365”, published at the beginning of 2004. 1Even though both studies set off from a similar theoretical framework, both their analyticalscope and empirical base are different. The work presented is focused on the technologicalinnovations surrounding the corporate relationship channels of the Administration of theGeneralitat; the first was developed as a case study of the Administració Oberta de Catalunya(Open Administration Project in Catalonia) and dealt specifically with its procedure andformality portal CAT365. Although the internal transmissions of the Administration is still animportant axis for analysis, we have given more importance to the changes related to usersand the role of the different actors (in particular those of the private sector) in these innovationprocesses. The purpose of the empirical study has also varied quite a lot, as shown inthe methodology chapter.We would also like to stress that although we have not carried out a quantitative base studyand thus do not have a large amount of numerical data that can be analysed with statisticaltools, the volume of information gathered is quite large (interviews, field notes, documentationobtained, etc.). Even though it cannot be considered as a preliminary analysis, theanalysis carried out with this information does not represent the highest possible degreeof comprehensiveness and exhaustiveness. We set aside this task for future and morecomprehensive analytical procedures.The report is divided in four sections. The first section presents the theoretical framework,including a review of the scientific literature, the research questions and the analytical model,as well as a detailed explanation of the methodology used to develop the empirical workand the analysis of data gathered. The second section includes the results of the analysisin accordance with our three basic dimensions. The third section contains the findings of ourinternational comparative study, and, finally, the fourth section provides a summary of thekey conclusions.1. You can find the study at http://www.uoc.edu/in3/pic/cat/govern_electronic.html.http://www.uoc.edu/in3/pic
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Chapter 88 Catalonia in the Interna
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Chapter 99 Conclusions
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