e-governance and citizen information - Universitat Oberta de ...

More documents

Recommendations

Info

E-governance and Citizen Information 60 Methodology4.2. Justification and Interest in the StudyThis research project falls within the framework of e-governance studies and is aimed atunderstanding the way in which the relationship between the Administration and citizens istransformed through technological innovation processes. In particular, the study focuseson the use of technology as the interface for the interaction between citizens and the administration,as well as the processes in which these uses are configured in the Generalitatof Catalonia, while configuring their internal organisational and external links. We will mainlyanalyse the key elements (technological, organisational and cultural) in the design and/orreform of the public service channels, as well as their operation.http://www.uoc.edu/in3/pic
E-governance and Citizen Information 61 Methodology4.3. Purpose of the StudyThe research project has been designed as a study on e-governance, based on a methodologicalapproach that, with the use of mainly (though not exclusively) qualitative tools, hasallowed us to achieve a high level of precision in the study of the transformations of the PublicAdministration. As explained above, the purpose of our analysis is the Generalitat of Cataloniaas a whole. But there are some elements that we must take into account. In the firstplace, even though the transformations linked to technological innovations in citizen interactionchannels are clearly being observed in the Autonomous Catalan Administration, thereis a unit in charge of controlling and managing the different corporate channels used to communicateand interact with citizens (mainly face-to-face support, telephone and the Internet):the General Public Service Department (hereinafter Citizen Information Department). In parallel,in accordance with the change in orientation adopted after the change in Governmentof the Generalitat of Catalonia (December 2003), this unit became responsible for leadingmost of the initiatives based on e-government. This situation led us to limit the empirical study– at least most of it – to the Citizen Information Department and the projects promotedfrom this organisation.A basic and fundamental element in this project has been its empirical base. The base hasbeen created with a vast and exhaustive amount of fieldwork that has addressed the widediversity of research techniques and different sources of information (both primary and secondary).In this sense, the dimensions of the Generalitat represented too large a scope forthis kind of study and for our rather small research team. Therefore, limiting the empiricalstudy to the Citizen Information Department has represented a practical advantage by itsdimensions, which can be handled by the team.In parallel, the interest of this research project is not simply to analyse the changes citizens'relationships with the administration, but rather to observe the structural, organisational orcultural transformations within the administration. If we focus on a single unit, we can set thelimits for our empirical work, following a series of determined projects and obtaining in-depthinformation in some cases about the branches or roots of the organisation, gathering additionalinformation from the general organisation structure. This would have been impossiblefor the set of organic units of the Generalitat as a whole.The Citizen Information Department is quite a large unit if we compare it with the Generalitat(with currently more than 50 employees) and one of its main features is its transversalnature. This function is mainly developed through the coordination of the Gencatportal, the 012 helpline and the SAC information system (used by all departments to interactwith the Citizen Information Department). Therefore, in accordance with the operation of thehttp://www.uoc.edu/in3/pic
Page 1:
PROJECT INTERNET CATALONIA (PIC)E-G
Page 4 and 5:
Edition:Internet PublicationsCommun
Page 7:
E-governance and Citizen Informatio
Page 11: Chapter 11 Introduction
Page 14 and 15: E-governance and Citizen Informatio
Page 45: E-governance and Citizen Informatio
Page 67: Chapter 55 Structure and Organisati
Page 111 and 112:
Page 113 and 114:
Page 115 and 116:
Page 117 and 118:
Page 119 and 120:
Page 121 and 122:
Page 123 and 124:
Page 125:
Chapter 88 Catalonia in the Interna
Page 128 and 129:
Page 130 and 131:
Page 132 and 133:
Page 134 and 135:
Page 136 and 137:
Page 139:
Chapter 99 Conclusions
Page 142 and 143:
Page 144 and 145:
Page 146 and 147:
Page 148 and 149:
Page 150 and 151:
Page 153 and 154:
Page 155 and 156:
Page 157 and 158:
Page 159 and 160:
Page 161 and 162:
Page 163 and 164:
Page 165 and 166:
Page 167:
Page 171 and 172:
show all

e-governance and citizen information - Universitat Oberta de ...

You also want an ePaper? Increase the reach of your titles

Delete template?

Save as template?