Suchergebnisse

In an unexpected circumstance, such as the COVID-19 pandemic, public service delivery cannot be suspended, but must be delivered online, relying on the available digital technology. Social media, specifically, have been widely used to reach a broader portion of the population. This article discusses the digital acceleration that governments and organizations are now facing. The focus is on Italian state museums, which have been pushed for years to adopt digital tools to increase participation. This article highlights three main dilemmas in service delivery: user engagement; planning and control; and costs. The three dilemmas show the social and organizational challenges connected to digital transformation, underlining the issues that organizations will have to face in the future and not just in an emergency such as COVID-19.IMPACT: How should public sector institutions use digital technologies for service delivery in unexpected circumstances, such as the COVID-19 pandemic? Starting from the empirical setting of 100 Italian state museums, this article shows how digital technologies, and social media particularly, can be a powerful tool for public service delivery when an onsite service cannot be provided. The authors explain the benefits of online service delivery, for example broader audiences and new ways of interacting with users. They also highlight areas that need discussion and further research, for example whether online services should be provided with a fee or free and the trade-off between carefully planning a digital transformation and reacting promptly to catastrophic events.

Big data promises to transform public decision-making for the better by making it more responsive to actual needs and policy effects. However, much recent work on big data in public decision-making assumes a rational view of decision-making, which has been much criticized in the public administration debate. In this paper, we apply this view, and a more political one, to the context of big data and offer a qualitative study. We question the impact of big data on decision-making, realizing that big data – including its new methods and functions – must inevitably encounter existing political and managerial institutions. By studying two illustrative cases of big data use processes, we explore how these two worlds meet. Specifically, we look at the interaction between data analysts and decision makers. In this we distinguish between a rational view and a political view, and between an information logic and a decision logic. We find that big data provides ample opportunities for both analysts and decision makers to do a better job, but this doesn't necessarily imply better decision-making, because big data also provides opportunities for actors to pursue their own interests. Big data enables both data analysts and decision makers to act as autonomous agents rather than as links in a functional chain. Therefore, big data's impact cannot be interpreted only in terms of its functional promise; it must also be acknowledged as a phenomenon set to impact our policymaking institutions, including their legitimacy.