e-governance and citizen information - Universitat Oberta de ...
e-governance and citizen information - Universitat Oberta de ...
e-governance and citizen information - Universitat Oberta de ...
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E-<strong>governance</strong> <strong>and</strong> Citizen Information 49 Research Questions <strong>and</strong> the Analytical Mo<strong>de</strong>l3.1. Research QuestionsOur research questions can be formulated synthetically as follows:What changes are being produced in the Public Administration as a result of the incorporationof technological innovations in public service processes?To formulate this question more precisely, we can specify some of the elements present. Onthe one h<strong>and</strong>, the changes explored are not generally associated with the Public Administration,so we will focus on three specific areas which encompass a large diversity of aspects:• Changes in the relationship between <strong>citizen</strong>s <strong>and</strong> the Administration• Changes in the organisation <strong>and</strong> internal running of the Administration• Changes in the management of innovation <strong>and</strong>, in particular, in relation to other agentsAs regards public service processes, we have tried to mark the limits of their scope. In thissense, we are talking about the relationship interfaces that are being wi<strong>de</strong>ly used with users<strong>citizen</strong>s– setting asi<strong>de</strong> new or obsolete methods <strong>and</strong> systems (DTT, teletext, WAP, etc.). Inparticular, we are talking about telephone, web <strong>and</strong> face-to-face services. In addition, <strong>and</strong> asexplained further on, we will focus our analysis in the corporate channels of these three methodsof communication in the Generalitat of Catalonia.As regards technological innovations, we have obviously mentioned those linked to digitalICTs. It is important to highlight that the transformations we aim to analyse are those linkeddirectly or indirectly to the incorporation <strong>and</strong> use of ICTs. In other words, our analytical <strong>and</strong>empirical access to the object of the study is focused on technological innovation. We shouldanalyse each case in which technological changes are geared towards organisational, cultural<strong>and</strong> political aspects.In this sense, the strict meaning of our research questions should not be un<strong>de</strong>rstood intechnologically <strong>de</strong>terministic terms, i.e., the analysis of the consequence of using ICTshas various aspects of the organisation <strong>and</strong> running of the Administration – which is usuallyexpressed as the social or organisational “impacts” of ICTs. We are looking for associationsor links between specific forms in the use of these technologies <strong>and</strong> otherorganisation elements. It is worthwhile mentioning three of the most important aspectsof this matter.http://www.uoc.edu/in3/pic