New development: COVID-19 as an accelerator of digital transformation in public service delivery
New development: COVID-19 as an accelerator of digital transformation in public service delivery
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DOI：
10.1080/09540962.2020.1764206
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发表时间：
2020-05-20
影响因子：
2.5
通讯作者：
Lema, Melisa Diaz
中科院分区：
文献类型：
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作者：
Agostino, Deborah;Arnaboldi, Michela;Lema, Melisa Diaz
公共部门机构应如何在COVID-19大流行等意外情况下利用数字技术提供服务？本文从100家意大利国家博物馆的经验背景出发，展示了数字技术，特别是社交媒体，如何在无法提供现场服务的情况下成为提供公共服务的强大工具。作者解释了在线服务提供的好处，例如更广泛的受众和与用户互动的新方式。他们还强调了需要讨论和进一步研究的领域，例如，在线服务是应该收费还是免费，以及仔细规划数字化转型和迅速应对灾难性事件之间的权衡。在COVID-19大流行等突发情况下，公共服务提供不能暂停，而必须依靠现有的数字技术在线提供。具体来说，社交媒体已经被广泛用于接触更广泛的人群。本文讨论了政府和组织目前面临的数字化加速。重点是意大利国家博物馆，这些博物馆多年来一直在推动采用数字工具来增加参与。本文强调了服务交付中的三个主要困境：用户粘性；计划和控制；和成本。这三个困境显示了与数字化转型相关的社会和组织挑战，强调了组织在未来必须面对的问题，而不仅仅是在COVID-19等紧急情况下。
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.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.