journal article
LitStream Collection
2011 Information Polity
doi: 10.3233/IP-2011-0226
This paper is based on empirical research on the implementation of a series of online services inspired by the logic of the 'social web' in the City of Venice. The empirical research focuses on IRIS, an online platform where citizens can report urban maintenance problems by posting a message on a web page and expect an almost instant reply by local government. The theoretical focus of the paper is the effect that the implementation of web services that require an "Internet-time" response has on the bureaucratic structure of government. The research is mainly based on expert interviews and describes the managers' and representatives' interpretations and sensemaking realized in order to manage the implementation of this kind of Internet service. The paper presents a theoretical analysis of the empirical data and attempts to assess how the provision of an Internet-time service, such as IRIS, and the development of an effective interactive web platform by a local government influences the structure of government. The analysis highlights that the use of this type of technology implies a redefinition of the Weberian structural elements of bureaucracy, such as the principles of legitimacy, hierarchy and specialization.
Trotta, Marta ; Scarozza, Danila ; Hinna, Alessandro ; Gnan, Luca
2011 Information Polity
doi: 10.3233/IP-2011-0223
The paper aims to provide new insights concerning the role of Information Systems (IS) in the theoretical and practical debate on New Public Management (NPM) and Public Governance (PG) reforms. If NPM aims to increase efficiency in order to reduce costs and to improve performance, PG suggests to rebuild the relationship with society and to increase public participation. In order to be implemented, NPM and PG reforms require the introduction of new work practices with fundamental changes in public organizations. The paper argues that IS can be regarded as enablers of the two streams of reforms: on the one hand IS are used for in-house government applications, on the other hand they assist in the push toward providing more user-oriented services. To explore this theoretical argument, the 'life-stories' of 44 bureaucrats, operating in four different regional branches of an Italian public agency, have been collected and analyzed. The results show that: a) IS support the planning, control and evolution of activities related with to the achievement of goals; b) IS sustain an increase in administrative responsibility and citizen participation. Empirically, the paper demonstrates that IS support everyday work, putting in practice and combining NPM and PG reforms.
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