La formación de aldeas y ciudades

Technology can enable PV creation because it improves the processes by which the government can improve their service-delivery to citizens (Grimsley and Meehan, 2007;

Luna-Reyes et al., 2017, Valle-Cruz, 2019). Section 2.4 showed few studies investigated the PV creation process using e-government. Very few papers also attempted to understand how PV is created through technology (Grimsley and Meehan, 2007; Hossain et al., 2011; Karkin and Janssen, 2014; Luna-Reyes et al., 2017). The rest of the studies presented in Table 2.7 focus on the organisational dimension or outcome. This section presents a summary of these studies listed in Table 2.8.

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Grimsley and Meehan (2007) attempted to understand the PV creation process. They extended the PV framework of Kelly (2002), which depicts PV creation as an end result for four key components: Service provision, service outcome, satisfaction, and trust. The framework was developed and validated based on two UK case studies. The study found that e-government can mediate the relationship between service provision and outcome on one side and satisfaction and trust on the other side. They concluded with an experience management matrix which explains how “e-government systems may be designed to promote trust and satisfaction by developing information, control, and

Table 2.8: E-government PV Technology Related Studies

Study Significance focus Theory/Framework

Grimsley and Meehan (2007)

The framework identified technological artefacts categorisation that lead to PV creation: well informedness, personal control, and influence.

Technology

This paper developed a causality framework using the structures identified by the structuration theory. This was linked to assimilation variable (top management support, users competency, IT sophistication, User support, security , and service efficiency) to enable public value creation

Assimilation

Evaluated website design using PV and It also introduced PV measurement framework using six relationship between IT and PV creation

Organisation Moore 1(995)

Luna-Reyes et al.

(2017)

Presented a structured casualty model based on a quantitative survey to assess the relationships between organisational factors (resource availability, infrastructure readiness, presence of laws), technology (ease of use, usefulness, and satisfaction, security, and public value

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influence, and negotiation strategies that promote the client’s sense of well-informedness, personal control, and ability to influence” (2007, p.146). Information allows clients to be well-informed through information availability, consistency, and timely feedback. The study argues that control is achieved by introducing multiple ways to achieve the same end, and timely feedback can help the clients achieve a sense of influence. The matrix can be used to analyse the requirements of e-government systems using a PV perspective. However, the study focuses on clients’ user experiences and does not drill down to the role of the organisation and its properties in the creation process. Moreover, the framework correlates trust as PV with satisfaction, as shown in Figure 2.1. This is different from those studies which used trust as a source in PV creation (Kelly et al., 2002;

Karunasena and Deng, 2012).

Figure 2.1: Public Value Production (Grimsley and Meehan, 2007, p. 140)

Hossain et al. (2011) focused on users’ level of assimilation using structuration theory. It investigates the relationship between the organisation metadata (top management support, users support, security, IT sophistication, users’ acceptance, and system standards), system assimilation, and business value (efficiency, transparency, and

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satisfaction). Likewise, Pang et al. (2014) presented a conceptual model based on the existing literature which presented five organisational capabilities that mediate the relationship between IT and PV creation (service delivery, engagement, innovation, co-production, resource-building. The paper argues that IT resources can enable IT managers to advance public creation by “cultivating these five organisational capabilities (Pang et al., 2014, p.187).

Karkin and Janssen (2014) investigated the role of the e-government portal in the creation of PV. Their study focused on how the e-government portal creates users experience, which consequently generates PV perceptions, as shown in Figure 2.2. Reviewing previous studies, the paper created a theoretical meta-analysis website evaluation criteria using commonly known website evaluation criteria (content, usability, quality, and privacy/security), and PV-related evaluation criteria (accessibility, engagement support, dialogue support, responsiveness and transparency). The findings show that Turkish public service agencies focused on the common website evaluation criteria: content, usability, quality, and security/privacy. Karkin and Janssen (2014, p. 360) argue that the reason for their findings is that “the overall objectives and PVs are not taken into account when designing the websites, and the design process does not include how to realise value creation mechanisms.”

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Figure 2.2 : Websites, Users and Public Value Relations (Karkin and Janssen, 2014)

Although the study presents a good attempt to link PV creation to e-government portal design and features, the evaluation criteria are based on the interpretation of the authors;

the study uses the website evaluation criteria to assess the public service agencies in Turkey. The study presents a deterministic technology view of e-government and does not assess the PV creation process within an organisational context. The study bypasses the factors which influence how PV design is enacted into websites design where the development of these websites is actioned and implemented by the service delivery teams. Although it studies the role of technology, it only uses meta-analysis of websites as an evaluation framework for users’ experience with relation to PV. Websites are only one component of e-government and e-government refers to the use of ICT technologies in public service delivery, as shown in section 2.1.

The last study which attempted to analyse how e-government enables PV creation was conducted by Luna-Reyes et al. (2017). They presented a structured casualty model based on a quantitative survey to assess the relationships between organisational factors (resource availability, infrastructure readiness, presence of laws), technology (ease of use, usefulness, and satisfaction, security, and public value (productivity, cost reduction,

Users’

Experience

Websites Public

Values Generates

Public Value Design User-Oriented Design Use

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effectiveness, and transparency). The study makes an important contribution to e-government PV studies, and concluded that technology through organisation collaboration is an effective way to create PV. However, the quantitative study does not take into account the perceptions and meanings of these values; it only measures the influence of organisational and technological impact on PV as an outcome. It tests linear hypotheses such as “better institutional arrangement has a positive effect on the technology” or “better institutional arrangements have a positive effect on public value”

(Luna-Reyes et al., 2017, p. 2843). It does not list those arrangements nor explain how they impact technology. The study also calls for more research to explore a different form of collaboration to find those arrangements which have a better impact on the generated value.

The complexity of stakeholders involved in the creation process may require a holistic investigation which attempts to determine how service provider actors perceive e-government can deliver PV as a service provider and how citizens realise these values through the same technology as a service beneficiary. Rose et al. (2015) and Ha (2016) call for an all-rounded and comprehensive framework to better understand the complexity of the phenomenon and capture all dimensions related to PV creation. Therefore, holistic, in-depth research of e-government-enabled PV creation is required to better understand the link between e-government as technology, organisational dimensions and citizens.

Having discussed government and PV research, the next section reviews the e-government and PV research in the Sultanate of Oman.

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