@inbook{41ddd27a88704aef97aed3d99e0983a8,
title = "One Step Forward and Two Steps Back: E-government Policies in Practice",
abstract = "A central goal of e-government policy is to increase efficiency in public administration, and one way to increase efficiency is via the increased use of automation and rule-based decision making. The use of data to streamline processes also has a prominent role in public policy today. This chapter specifically discusses the role of discretion in data-driven public administration. The empirical setting for this discussion is the Danish public sector which has been among the first movers to implement e-government solutions. Denmark has a long tradition of issuing public policies defining goals of front-office e-services as well as back-office digitization. Rule-based decision-making systems represent an ideal driver for actualizing the visions outlined in these policies. This chapter presents an experience where a rule-based decision-making system was introduced in an agency which handles complex cases requiring in-depth discretion by specialized professional caseworkers. This experience provides a platform for discussing possible challenges when implementing policy goals in an organizational context. This chapter also addresses the concept of “digital nomos”, the administrative norms of a digitized public administration.",
keywords = "Policy implementation, Public administration, Automation of work, Policy implementation, Public administration, Automation of work",
author = "{Zinner Henriksen}, Helle",
year = "2018",
doi = "10.1007/978-3-319-61762-6_4",
language = "English",
isbn = "9783319617619",
series = "Public Administration and Information Technology",
publisher = "Springer",
pages = "79--97",
editor = "Gil-Garcia, {J. Ramon} and Pardo, {Theresa A.} and Luna-Reyes, {Luis F.}",
booktitle = "Policy Analytics, Modelling, and Informatics",
address = "Germany",
}