Citizen use of government eServices: Comparing use, governance and cooperation models in Estonia and Georgia

Meyerhoff Nielsen, Morten, "Citizen use of government eServices: Comparing use, governance and cooperation models in Estonia and Georgia" 25th NISPAcee Annual Conference, Kazan, 2017/05/18-20.

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UNU-EGOV Conference Publications

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  • Sub-type Conference paper
    Author Meyerhoff Nielsen, Morten
    Title Citizen use of government eServices: Comparing use, governance and cooperation models in Estonia and Georgia
    Event Series NISPAcee Annual Conference
    Publication Date 2017-05
    Place of Publication Bratislava
    Publisher NISPAcee Press
    Pages 16
    Title of Event 25th NISPAcee Annual Conference
    Date of Event 2017/05/18-20
    Place of Event Kazan
    Language eng
    Abstract Recent literature reviews highlight a limited understanding of technology use in public service delivery and the role played by governance, intergovernmental decision making and cooperation when introducing ICT solutions and online services to citizens. By comparison, public sector use of Information Communication Technology (ICT) in Estonia and Georgia is regularly highlighted as an innovative model worth emulating. Despite this, research into the two countries governance and intergovernmental cooperation model is limited in the Estonian case (most being 5-10 years old), while practically non-existent for Georgia. As part of a larger qualitative, multi-country comparison, this article compares the Estonian and Georgian approaches to electronic governance (eGovernance) and intergovernmental cooperation. The analysis finds that the two cases support academic arguments in favour of a strong eGovernance model and a high level of intergovernmental cooperation and decision making. Indeed, initial findings highlight the strength of a politically driven and motivated public sector modernisation, a consensus seeking and an intergovernmental approach to eGovernment, trust between actors, the role of informal networks, and the cooperation with the private sector. While successful in relation to ICT infrastructure, standards, roll-out to key enablers and eServices, the article identifies risks to be addressed in both countries to progress further, including the potential benefits of formalising informal networks and streamlining the governance model to minimize the risk of failure if consensus cannot be reached, or if personal and institutional contacts and capacities does not exist. Points for Practitioners The Estonian and Georgian cases illustrate the need to link a vision with a national, cross-governmental strategy and to underpin the strategy with an action plan to ensure a whole-of-government approach for optimised resource use and impact. Both case highlight the positive role a strong governance model with clear mandates and responsibility plays for conflict resolution, risk minimisation and benefit realisation. Similarly, high level of intergovernmental cooperation facilitate the optimisation of both human and financial resources, benefit realisation.
    UNBIS Thesaurus EVALUATION
    GEORGIA
    ESTONIA
    E-GOVERNMENT
    Keyword eGovernance
    eService
    use
    intergovernmental cooperation
    analysis
    Copyright Holder NISPAcee Press
    Copyright Year 2017
    Copyright type All rights reserved
    ISBN 9788089013968
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    Created: Thu, 08 Aug 2019, 23:03:10 JST by Mario Peixoto on behalf of UNU EGOV