Digital governance and collaborative strategies for improving service quality

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

This paper explores changes in traditional political linkages and argues for greater use of a collaborative model (Figure 2) for achieving citizen access with information communication technologies (ICTs). There is substantial evidence that a 'paradigm' shift from bureaucracy-driven electronic to collaborative digital governance is taking place. Common factors which encourage or limit adoption of ICTs by governmental agencies include public administrators' distrust of non-professionals, government officials' fear of loss of control, lack of sufficient funding. Prospects for the future expansion of digital governance to deliver higher quality less costly government services in the current strict fiscal environment are assessed. The paper highlights case studies of emerging applications in selected cities and states where advanced ICT applications are being used to achieve operating efficiencies, program effectiveness, and productivity. Examples are given which can serve as 'benchmarks' for collaborative reforms. Digital governance strategies can promote both the politics and performance management potential for technological collaboration well as improve access to and satisfaction with government services. Emerging collaborative relationships among governments and public as well as private agencies not only result in a more efficient service delivery, but also lead to more accountable and interoperable administrative structure.

Original languageEnglish (US)
Title of host publicationKMIS 2014 - Proceedings of the International Conference on Knowledge Management and Information Sharing
EditorsKecheng Liu, Joaquim Filipe, Joaquim Filipe
PublisherINSTICC Press
Pages109-118
Number of pages10
ISBN (Electronic)9789897580505
StatePublished - Jan 1 2014
Event6th International Conference on Knowledge Management and Information Sharing, KMIS 2014 - Rome, Italy
Duration: Oct 21 2014Oct 24 2014

Publication series

NameKMIS 2014 - Proceedings of the International Conference on Knowledge Management and Information Sharing

Other

Other6th International Conference on Knowledge Management and Information Sharing, KMIS 2014
CountryItaly
CityRome
Period10/21/1410/24/14

Keywords

  • Benchmarks
  • Citizen participation
  • Co-production of services
  • Collaborative model
  • Connected
  • Digital governance
  • E-governance
  • Information communication technologies (ICTs)
  • Open government
  • Paradigm shift
  • Performance management
  • Social networking
  • Voting advice applications (VAAs)

ASJC Scopus subject areas

  • Computer Networks and Communications
  • Information Systems

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  • Cite this

    Milakovich, M. E. (2014). Digital governance and collaborative strategies for improving service quality. In K. Liu, J. Filipe, & J. Filipe (Eds.), KMIS 2014 - Proceedings of the International Conference on Knowledge Management and Information Sharing (pp. 109-118). (KMIS 2014 - Proceedings of the International Conference on Knowledge Management and Information Sharing). INSTICC Press.