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Contribution Details

Type Journal Article
Scope Discipline-based scholarship
Title When public values and user-centricity in e-government collide – A systematic review
Organization Unit
  • Linda Weigl
  • Tamara Roth
  • Alexandre Amard
  • Liudmila Zavolokina
Item Subtype Original Work
Refereed Yes
Status Published in final form
  • English
Journal Title Government Information Quarterly
Publisher Elsevier
Geographical Reach international
ISSN 0740-624X
Volume 41
Number 3
Page Range 101956
Date 2024
Abstract Text User-centricity in e-government is a double-edged sword. While it helps governments design digital services tailored to the needs of citizens, it may also increase the burden on users and deepen the digital divide. From an institutional perspective, these fundamental conflicts are inevitable. To better understand the role and effect of user-centricity in e-government, this paper analyses academic literature on user-centricity and public values. The analysis leads to three main insights: First, there is a conflict in citizen representation that may result from the normative dominance of decision-makers. Second, we identify an accountability conflict that can prevent user-centric innovation from thriving in a highly institutionalized environment. Third, we identify a pluralism conflict that emerges from a clash between the reality of a diverse society and the assumed homogeneity of actors. The need to address these conflicts increases with rapid technological innovation, such as distributed ledger technologies, artificial intelligence, and trust infrastructures. These technologies put the user at the center stage and permeate aspects of social life beyond government. In response to these insights, we outline suggestions for further research and practice.
Digital Object Identifier 10.1016/j.giq.2024.101956
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