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Research on persuasive technologies (PT) focuses, primarily, on the design and development of IT for inducing change of individual’s behavior and attitude through computer-human and computer-mediated influence. The issue of practices in co-located human-human persuasive encounters remained unattended in the PT community. This study uses the notion of persuasive practices to understand the course of events in face-to-face home security advisory sessions – it specifies and illustrates such practices and discusses their impact on the persuasiveness of the encounter. Furthermore, it presents potential of IT to support such persuasive practices thus opening new research possibilities of PT research.
How can employees be qualified to provide sound customer advisory services? How can they be empowered to deliver the value of public sector modernization to customers? In this paper, we offer a novel approach to qualify service personnel on-the-job using “facilitation affordances”. In this approach, artifacts, providing appropriately designed facilitation affordances, are introduced into service personnel’s work practices. These facilitation artifacts invite them to start experiential learning, and, hence, to improve their advice giving behavior. To develop our approach, we followed a design research approach, here we developed a set of design requirements and, ultimately, five design principles for facilitation artifacts. We tested our approach in the context of citizens’ advice services in public administrations. We implemented a prototype facilitation artifact and conducted a user study with six real-world advisors and twelve clients. Our preliminary results show that the “learning with facilitation affordances”-approach promises to enhance the service personnel’s skills that matter in modern public administrations. Furthermore, with the proposed qualification approach and the design principles for facilitation artifacts, we seek to deepen the knowledge on the importance of affordances for learning and, concurrently, provide practitioners with useful guidelines to implement the “learning with facilitation affordances”-approach in their organizations.
Sensor networks have become ubiquitous in all types of machinery and infrastructure. These sensor networks are/will be extensively used in the Smart City, which includes public as well as private sensor networks the latter being a much-neglected source of information feed for a smart city administration (Komninos, 2014). This can include vehicle (from eScooter to mini-van) sharing data, park house data, etc. However, the city’s backbone IT infrastructure must be able to accept and process this data and to draw the right conclusions from them. The backbone of this IT infrastructure will for all practical purposes be an Enterprise Resource Planning (ERP) System as it is already standard in the private sector (for an example, Müller-Török et al., 2019). This contribution analyzes the integration of sensor networks into ERP systems in the Smart City. It will also analyze the implications of this development for public sector education.
Facilitating digital transformation through education: A case study in the public administration
(2020)
The need for qualified people to manage the digital transformation in public administration is tremendous. University curricula require adjustments to qualify graduates adequately. Business and engineering departments run practice-oriented university courses to tackle real-world digitalization challenges. In doing so, they shaped digital transformation in many companies. While potentially effective, such approaches remain rare in public administration teaching. It is unclear how to combine a contemporary, practice-oriented training approach towards digitalization with the contents of public administration curricula. The paper outlines the structure and methods employed in a course offered to public administration students at a German University. The preliminary evidence shows that the course was successful among students and practice-partners. Overall, the paper illustrates how public administration universities can contribute towards digital transformation by collaborating with municipalities and by empowering students to manage and drive digital transformation in the public sector.
Based on the mandate of political representatives and public administration to work in the public interest and to fulfil the legal requirements, it is surprising that the offer of public e-services is making slow progress. Based on this mandate, both the digitisation of the administration and the digitalisation of its services should develop more proactively since it can be observed that citizens readily accept private-sector digital offerings. This observation raises the question of whether politics and public administration accommodate citizens’ preferences by giving low priority to digitisation and digitalisation, or not. By answering this question this paper provides insight into the thinking of citizens and gives politicians, as well as public administration, an idea about their expectations and their idea of Public Value Creation when it comes to digital public services
What Citizens Experience and How Omni-Channel Could Help - Insights From a Building Permit Case
(2021)