The analysis of information technology’ effects on public service productivity
- 10.2991/emeeit-15.2015.79How to use a DOI?
- Information technology, public service, productivity, organizational capability
Given the increasing important of IT in the public services delivery and the massive amount of spending in IT in governments, it is imperative to understand how to evaluate the contributions of IT in governments for better delivery of services and enhanced interactions with citizens and business. From the perspective of Business Process Management and public value management, this paper takes a process level approach to productivity and IT effects of public service. This paper argues that IT, does not directly lead to greater service productivity, but they do so through intermediate organizational and interorganizational capabilities. The case study of home service illustrates IT’s effects on the four key of organizational and interorganizational capabilities that are paramount to public service productivity, which includes operational capability, communication capability, partnering capability and innovative capability. IT resources in public organizations enable public managers to pursue greater service productivity by cultivating these four capabilities.
- © 2015, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Dan Yang PY - 2015/11 DA - 2015/11 TI - The analysis of information technology’ effects on public service productivity BT - Proceedings of the 2015 International conference on Engineering Management, Engineering Education and Information Technology PB - Atlantis Press SP - 408 EP - 413 SN - 2352-538X UR - https://doi.org/10.2991/emeeit-15.2015.79 DO - 10.2991/emeeit-15.2015.79 ID - Yang2015/11 ER -