Public e-Service Stakeholders A study on who matters for public e-service development and implementation

Abstract: Public e-services are progressively used as a means for governmental agencies to interact and exchange information with citizens and businesses. These services are typically Internet-based and are meant to fulfill the three overarching objectives of egovernment; (1) to improve citizens’ interactions with the government, (2) to make governmental organizations more efficient and effective, and (3) to increase the transparency of government and lead to a more democratic society. The work presented in this thesis concerns how to identify those who affect the development of public e-services, and those who are affected by the implementation of a public eservice; hence public e-service stakeholders. The research is conducted according to the qualitative and interpretive research tradition. Based on theoretical and empirical work, conducted and analyzed using a hermeneutic approach, a conceptual framework is presented. The basis of the framework is laid by extracting, structuring, and interrelating concepts, models and methodologies concerning public e-services, public e-service stakeholders, and stakeholder involvement. The empirical foundation of the thesis, an interpretive case study, covers the development and implementation of a public e-service at a Swedish public sector organization. Data collection techniques include interviews, participatory observation, an open-ended questionnaire, and project documentation. The thesis presents two main knowledge contributions; 1) lessons learned from a public e-service development project involving multiple stakeholders; and 2) a conceptual framework for identifying, characterizing and involving stakeholders in the development and implementation of a public e-service.