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CPSO Research Seminar School of Management, Royal Holloway University of London. Information technology and public service delivery: an empirical investigation in Italian municipal governments. Greta Nasi Assistant Professor of Public Management Bocconi University, Milan February, 28° 2007. - PowerPoint PPT Presentation
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Greta Nasi
CPSO Research Seminar, February 28° 2007
Information technology and public service delivery: an empirical investigation in Italian
municipal governments
Greta NasiAssistant Professor of Public Management
Bocconi University, Milan
February, 28° 2007
CPSO Research SeminarSchool of Management, Royal Holloway University of London
Greta Nasi
CPSO Research Seminar, February 28° 2007
Agenda
Theoretical background
eGovernment in Italy
Purpose and methodology of the research
Findings
Conclusions
Open discussion for further research studies
Greta Nasi
CPSO Research Seminar, February 28° 2007
Theoretical backgroundTheoretical background
Greta Nasi
CPSO Research Seminar, February 28° 2007
Change and innovation in public service organizations
Global economic changes;
Internationalizations of firms;
New institutional role of states;
Social factors;
Demographic characteristics;
Technological factors
Deliver “better services”
Maintain and enhance “trustworthy relationships” with constituents
Adoption of NPM approach and principles for public service provisions
Adoption of new modes to meet unanticipated needs
(Osborne, S.P. and Brown, K.; 2005)
Greta Nasi
CPSO Research Seminar, February 28° 2007
A social revolution: the Information Society
Input and output of innovation in public service organizations
– How services are provided– New forms of public services
New forms of organizational structure
– Change in roles and responsibilities;
– Different job content of personnel
– More horizontal structures
Tec
hn
olo
gic
al
fact
ors
Greta Nasi
CPSO Research Seminar, February 28° 2007
An exploratory framework
Norris D. F. and Moon M. J. (2005) present an exploratory framework that depicts three dimensions of IT adoption:
– The input dimension
– The impacts on internal organizational processes
– The impacts in terms of organizational outputs and outcomes
Greta Nasi
CPSO Research Seminar, February 28° 2007
The input dimension in local and state governments
Environmental factors (Moon, M. J. 2002; Reddick, C. G. and Frank, H. A. 2007)
Demographic factors (Bingham, R. D. 1978)
Organizational factors (Kimberly J. R. and Evanisko M. J. 1981; Brudney, J. L. and Selden, S. C. 1995)
Human factors (Nedovic-Budic, Z. and Godschalk, D. R. 1996)
Drivers of diffusion (Walker 2006)
Greta Nasi
CPSO Research Seminar, February 28° 2007
The context of Italian Local Governments
The context of Italian Local Governments
Greta Nasi
CPSO Research Seminar, February 28° 2007
Background: The Italian context
Four levels of government: central government, 20 regional governments, 103 provinces, 8,101 municipal governments (92% with populations < 15,000; 0,5% with population < 100,000)
Population Number< 5,000 58415,000-10,000 117410,000-50,000 94650,000-100,000 99100,000-250,000 28250,000-500,000 7500,000-1,000,000 3>1,000,000 3Total 8101
Mu
nic
ipa
litie
s
Greta Nasi
CPSO Research Seminar, February 28° 2007
NPM reforms and the action plan for egovernment
Main reform principles Vertical regulation (LGs only) Horizontal regulations (applies to all public agencies)
Reorganizations, Downsizing 1990 New role of Local Governments
2000 Reorganization, accounting and management control reforms
1997 Decentralization, transfer of functions to regional and local governments
1997 New forms of organization, reductions of layers and complexity
Decentralization, PPP, outsourcing
1990 Introduction of contracting in and out
2000 Revision of new forms of public service provision
1990 New forms of public service provision
Market principles 2001 Performance measurement
2001 Market principles for personnel recruitment and incentives
1993 Introduction of new personnel system
Digital signature
Digital workflow
Integrated management systems
Enhance internal efficiency
Deliver integrated on line public services
Grant digital access to information
Greta Nasi
CPSO Research Seminar, February 28° 2007
The action plan for eGovernment
June 23° 2000: The action plan for eGovernment was published
2002: First action phase of eGovernment– Guidelines for establishing an on line presence of LGs;– Guidelines for building IT infrastructure– 120 M Euros to co-finance projects
Nov. 2003: The second phase of eGovernment started– eDemocracy;– IT infrastructure;– eInclusion of small LGs;– Reutilization of “best practices”– Establishment of local agencies for eGovernment coordination
Jan. 2007: New strategic objectives for eGovernment
Greta Nasi
CPSO Research Seminar, February 28° 2007
Survey mania
The UN eGovernment readiness index 2005
Greta Nasi
CPSO Research Seminar, February 28° 2007
The UN eGovernment readiness index: from 2003 to 2005
Greta Nasi
CPSO Research Seminar, February 28° 2007
Survey mania
The UN eGovernment readiness index
EU countries in 2004 and 2005
Greta Nasi
CPSO Research Seminar, February 28° 2007
Discussion
Is the UK eGovernment strategy consistent with NPM ideas and the overall reform process?
How similar/different is the UK action plan for eGovernment?
As citizens, do you have comments about the UK eGovernment readiness?
Greta Nasi
CPSO Research Seminar, February 28° 2007
The purpose and methods of the research
The purpose and methods of the research
Greta Nasi
CPSO Research Seminar, February 28° 2007
Purpose of the research
Take a close look at the actual state of eGovernment in Italian Municipal Governments (MUs);
Assess the attributes of innovative municipal governments (MU) that adopt IT innovations by changing how public services are provided (stages of eGovernment) and their internal organizational structures’ arrangements (back office organizational structure rearrangements)
Greta Nasi
CPSO Research Seminar, February 28° 2007
Its positioning in the current literature
Most studies that discuss determinants of IT innovations, focus on the technical aspects of IT adoptions or types of innovation (Walker, R. 2006)
Some studies focus on trust and legitimacy (Welch, E. W., Hinnant, C. C. et al. 2005; Tolbert, C., J. and Mossberger, K. 2006; Torres, L., Pina, V. et al. 2006)
A few researches focus on the impacts on the delivery of public services (Moon, M. J. 2002; West, D. M. 2004), focusing on the stages of egovernment.
In this study the focus is on the level of sophistication of on line public service delivery for each type of stakeholder (i.e. citizen, businesses, employees, suppliers, ect) of the MUs.
Greta Nasi
CPSO Research Seminar, February 28° 2007
Egovernment framework, Hiller J.S. and Bélanger F. (2001)
Greta Nasi
CPSO Research Seminar, February 28° 2007
The dependent variable
IT adoption was measured through an indicator that measures the intensity of adoption from two categorical variables:
One variable measures the type of interaction of the municipal government and its constituents.
The second variable measures the level of sophistication of IT adoption for each of the interaction the municipality engages in using five stages: information, communication, transaction, integration, political participation.
Based on this, we created an indicator to consider the following:– the number of interactions activated;– the number of stages at which each interaction is activated.
Greta Nasi
CPSO Research Seminar, February 28° 2007
Methodology
Desk research and literature review to draw the conceptual framework
Analysis of official LGs’ documents, revision of websites
An on line survey, conducted by email, sent to Chief Information Officers to all Municipal Governments with populations greater than 40,000 inhabitants (a total of 183)
The sample represents:– 2.26% of the total Municipalities in Italy– 37% of the population
Greta Nasi
CPSO Research Seminar, February 28° 2007
ResultsResults
Greta Nasi
CPSO Research Seminar, February 28° 2007
The Respondents
114 MUs responded: 62.3% of the sample
Small Medium LargeNW 50% 100% 75%NE 64% 73% 100%C 44% 60% 100%S 58% 50% 75%
Greta Nasi
CPSO Research Seminar, February 28° 2007
Are IT innovations a priority?
There is a vision for IT innovations– 53% of respondents have a “long term strategic plan for
eGovernment”; 43% are drafting it;
However, there is a perception of lack of consistent actions to adopt them:
– Among those that have a strategic plan, over 68% don’t have consistent yearly operative plans for IT;
– The annual budget allocated for IT capital investments is usual very low:» 63% of total respondents allocate less than 1% of annual current
expenditures;; » 27% allocate between 1 and 2%;
Greta Nasi
CPSO Research Seminar, February 28° 2007
CIO positioning
Staff to a Councillor 25.4%
Staff to City Manager 30.7%
Staff to a Department 34.6%
A Department of its own
9.3%
CIO and IT Staff positioning
Greta Nasi
CPSO Research Seminar, February 28° 2007
HR capacity
Personnel dedicated to IT and eGovernment innovations (over total MUs’ personnel)
Less than 1% 43% of MUs
Between 1 and 2% 45% of MUs
A little over 2% 13% of MUs
Educational background of IT staff
Technical or mostly technical
75%
Mostly managerial 23%
Managerial 2%
Greta Nasi
CPSO Research Seminar, February 28° 2007
Technology readiness
Workstations and PCs
Each Staff member has a PC
21.9%
Three out of four staff members has a PC
70%
1 out of four staff members has a PC
8.1%
Island information system
26.3%
Some integration
Native integration (1.3%)
66.7
Back office information system integration
Greta Nasi
CPSO Research Seminar, February 28° 2007
IT integration and alignment of back office processes: is it a priority?
Greta Nasi
CPSO Research Seminar, February 28° 2007
Information Two-way communication
Transaction Integration Political Participation
Government to Individuals - Services
97% 81% 26%
22% will be activated this year
14%
5% will be activated this year
28% 7% will be activated this year
Government to Individuals - Political
96% 86% 0% N/A Evote 0%
Government to Businesses - Suppliers
96% 85% 23%
20% will be activated this year
34%
16% will be activated this year
N/A
Government to Employees
79%
8% will be activated this year
96% 56%
13% will be activated this year
35%
7% will be activated this year
N/A
Government to other governments
99% 96% 35% N/A
Stages of egov
Type of interaction
Greta Nasi
CPSO Research Seminar, February 28° 2007
Attributes of innovative Municipal Governments
MU environment:– Small size (population between 40,000 and 100,000)– Located in North of Italy – Have a centre-left city council
MU’s eGovernment vision:– Have a strategic plan for eGovernment– CIO and IT Staff respond directly to the City Manager
Greta Nasi
CPSO Research Seminar, February 28° 2007
Attributes of innovative Municipal Governments
MU’s eGovernment actions:
– Have access to external funds
– Invest in managerial training to adopt innovations (more than 6 days per year)
– Are technologically ready (3 PC every 4 employees)
Greta Nasi
CPSO Research Seminar, February 28° 2007
Overall view
Municipalities adopt IT at different stages to support many interactions with their constituents
– Most relevant stakeholders for more sophisticated stages of eGovernment:
– Businesses – Employees
Environmental, organizational and demographic attributes are important in determining the stages of eGovernment and the MUs relationship with constituents
Access to external resources seems to be more important than the budget allocated
Greta Nasi
CPSO Research Seminar, February 28° 2007
Next steps
Qualitative analysis aimed at better understanding:
– What motivates MUs’ choice of high sophisticated level of web interactions with some constituents?
– How do they choose which public service processes and information flows to align?
– How does internal organizational structure (and information system) affects innovation?
Greta Nasi
CPSO Research Seminar, February 28° 2007
The UK case
The healthcare case
– What are the main factors affecting the development of electronic medical record systems?
– What motivates health care structures to adopt technological innovations to manage relationships with patients?
– Does the institutional environment (and policies) play a strong role?
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