Title
Understanding Actor Roles in Inter-organizational Digital Public Services
Author
Wouters, Stijn (Katholieke Universiteit Leuven)
Janssen, M.F.W.H.A. (TU Delft Information and Communication Technology) 
Crompvoets, Joep (Katholieke Universiteit Leuven)
Contributor
Scholl, Hans Jochen (editor)
Gil-Garcia, J. Ramon (editor)
Janssen, Marijn (editor)
Kalampokis, Evangelos (editor)
Kalampokis, Evangelos (editor)
Lindgren, Ida (editor)
Rodríguez Bolívar, Manuel Pedro (editor)
Date
2021
Abstract
Different actor roles in inter-organizational digital public services are often neither understood nor acknowledged. This can result in challenges regarding the proper design and result in a lack of adoption of these services. In the literature, there exist various taxonomies outlining roles such as users, consumers or co-creators, although their value is limited. We define roles as the expectations regarding the actors and their responsibilities in the governance of a digital public service. The aim of this research is to better understand the various roles in inter-organizational digital service provisioning. This objective is achieved by examining existing classifications and using them to analyze the roles in three inter-organizational cases in Belgium. The multiple-case study reveals natural persons and legal entities often combine several roles. Public administrations have to collaborate to establish inter-organizational digital public services, but might be confronted with different perspectives regarding the end-user or other roles. This might lead to tensions and could have consequences regarding adoption. The results show that intermediary roles performed by non-public sector parties, such as mandate holders or private service providers, are lacking in existing classifications. A novel classification is proposed together with suggestions for the concept of roles, taking a comprehensive view on actor roles in the entire service delivery chain.
Subject
Actor roles
E-government
Inter-organizational services
Public service delivery
To reference this document use:
http://resolver.tudelft.nl/uuid:8bf53f0d-9d8d-4b58-a716-73bcc0bdf067
DOI
https://doi.org/10.1007/978-3-030-84789-0_4
Publisher
Springer
Embargo date
2022-03-03
ISBN
9783030847883
Source
Electronic Government - 20th IFIP WG 8.5 International Conference, EGOV 2021, Proceedings
Event
20th IFIP WG 8.5 International Conference on Electronic Government, EGOV 2021, held in conjunction with the IFIP WG 8.5 International Conference on Electronic Participation, ePart 2021 and the International Conference for E-Democracy and Open Government Conference, CeDEM 2021, 2021-09-07 → 2021-09-09, Granada, Spain
Series
Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), 0302-9743, 12850 LNCS
Bibliographical note
Green Open Access added to TU Delft Institutional Repository ‘You share, we take care!’ – Taverne project https://www.openaccess.nl/en/you-share-we-take-care Otherwise as indicated in the copyright section: the publisher is the copyright holder of this work and the author uses the Dutch legislation to make this work public.
Part of collection
Institutional Repository
Document type
conference paper
Rights
© 2021 Stijn Wouters, M.F.W.H.A. Janssen, Joep Crompvoets