Enhancing E-Government Proactive Services Through Advanced Data Processing Technologies
Keywords:
Big Data, Government services, Proactive, Decision making
Abstract
The approach of citizens to the digital world allows the public sector to provide services that cross the frontiers of traditional citizen-administration relationships. Anticipating consumer needs, fostering more satisfying relationships, and reducing resolution times are some of the goals for a new era of electronic public sector services. A concise set of proactive systems is compiled to illustrate and analyse these options. This paper focuses on analysing the key role of Big Data and Digital Twin in public administrations as tools for providing Proactive Services (PAS). It is common for government administration to consider the use of disruptive technologies to enhance services designed to improve relationships with citizens. This paper explores the use of innovative technologies to increase the number of proactive services available within public administration (Proactive Public Services - PPS), the challenges they face, and the technical limitations that arise. A change in mindset is necessary. Paraphrasing an illustrious United States president in his inaugural address: “Ask not what citizens can do for administration – ask what administration can do for its citizens.”
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References
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33. Tan, E. & Crompvoets, J. (Eds.) (2022). The new digital era governance: How new digital technologies are shaping public governance. Wageningen Academic Publishers.
34. Temkin Group (2011). The six levels of proactive support. https://experiencematters.wordpress.com/2011/02/07/the-6-levels-of-proactive-support/
35. Tennenhouse, D. (2000). Proactive computing. Communications of the ACM, 43(5), 43-50.
36. Velasco Rico, C. I. (2020). Personalización, proactividad e inteligencia artificial.¿ Un nuevo paradigma para la prestación electrónica de servicios públicos?. Revista de Internet, Derecho y Política (IDP). 2020 Mar;(30):[16p.].
2. Baig, A., Dua, A., & Riefberg, V. (2014). How to improve citizens’ experience and satisfaction with government services. McKinsey&Company. https://www.mckinsey.com/~/media/mckinsey/industries/public%20and%20social%20sector/our%20insights/how%20us%20state%20governments%20can%20improve%20customer%20service/putting%20citizens%20first%20how%20to%20improve%20citizens%20experience%20and%20satisfaction%20with%20government%20services.pdf
3. Barasa, H. & Iosad, A. (2002). What are proactive public services and why do we need them?. Tony Blair Institute for global change. https://www.institute.global/insights/public-services/what-are-proactive-public-services-and-why-do-we-need-them
4. Brown, J. (2022). Proactive Customer Service: Definition, Benefits & best practices. https://helpjuice.com/blog/proactive-customer-service#proactive-customer-service-definition
5. Clark, W. R. & Golder, M. (2015). Big data, causal inference, and formal theory: Contradictory trends in political science?: Introduction. PS: Political Science & Politics, 48(1), 65-70.
6. Dias, R. & Gomes, M. A. S. (2021). From Electronic Government to Digital Governance: Transformation Governance Models and Strategies. Public Sci. Policies (Ciências e Políticas Públicas), 7, 119-143.
7. Dobrican, R. A. & Zampunieris, D. (2014). A proactive approach for information sharing strategies in an environment of multiple connected ubiquitous devices. In 2014 IEEE 11th Intl Conf on Ubiquitous Intelligence and Computing and 2014 IEEE 11th Intl Conf on Autonomic and Trusted Computing and 2014 IEEE 14th Intl Conf on Scalable Computing and Communications and Its Associated Workshops (pp. 763-770). IEEE.
8. Erlenheim, R. (2019). Designing proactive public services. Tallinn: TalTech Press Publishing.
9. Hadoop Web (2023). https://hadoop.apache.org/
10. Henriques, M., de Vasconcelos, J. B., Pestana, G., & Rocha, Á. (2019). Strategic Alignment IT-Business: Towards a Proactive e-Public Sector. Journal of Information Systems Engineering & Management, 4(2).
11. Hiller, J. S. & Bélanger, F. (2001). Privacy strategies for electronic government. E-government, 200(2001), 162-198.
12. Husni, H. S., Gaol, F. L., Supangkat, S. H., & Ranti, B. (2022). Digital Twin Concept for Indonesia Digital Government Information Technology Governance. International Journal Science and Technology, 1(2), 45-52.
13. Isaza Espinosa, C. & Zarate Pérez, A. R. (2021). Las tecnologías disruptivas como herramienta y campo de acción de las administraciones públicas.
14. Khasmammadli, G. (2023). Transforming lives with proactive public services. 2023.https://medium.com/@Gasim.Khasmammadli/ahead-of-the-game-transforming-lives-with-proactive-public-services-d7141637845b
15. Khasmammadli, G. & Erlenheim, R. (2022). Citizens' Readiness for Proactive Public Services: A case study from Azerbaijan. In Proceedings of the 15th International Conference on Theory and Practice of Electronic Governance (pp. 408-415).
16. Kim, G. H., Trimi, S., & Chung, J. H. (2014). Big-data applications in the government sector. Communications of the ACM, 57(3), 78-85.
17. Klievink, B. & Janssen, M. (2008). Stage models for creating joined-up government: From local to nation-wide integration. In Proceedings of the 2008 international conference on Digital government research (pp. 117-123).
18. Kopponen, A., Hahto, A., Kettunen, P., Mikkonen, T., Mäkitalo, N., Nurmi, J., & Rossi, M. (2022). Empowering citizens with digital twins: A blueprint. IEEE internet computing, 26(5), 7-16.
19. Laney, D. (2001). 3D data management: controlling data volume, velocity, and variety, Application delivery strategies. Stamford: META Group Inc, 1.
20. Lasse, K. (2020). How the world’s 250 Digital Twins compare? Same, same but different. https://iot-analytics.com/how-the-worlds-250-digital-twins-compare/
21. Lemke, F., Taveter, K., Erlenheim, R., Pappel, I., Draheim, D., & Janssen, M. (2020). Stage models for moving from e-government to smart government. In Electronic Governance and Open Society: Challenges in Eurasia: 6th International Conference, EGOSE 2019, St. Petersburg, Russia, November 13–14, 2019, Proceedings 6 (pp. 152-164). Springer International Publishing.
22. Leoni, F., Carraro, M., McAuliffe, E., & Maffei, S. (2023). Data-centric public services as potential source of policy knowledge. Can “design for policy” help?. Transforming Government: People, Process and Policy, 17(3), 399-411.
23. Martínez, A. C., Caldés, R. G., & Rico, C. V. (2020). La contribución de la inteligencia artificial y los datos masivos. XXXIII Concurso del CLAD sobre Reforma del Estado y Modernización de la Administración Pública "La cuarta revolución industrial en la administración pública"
24. Omar, A., Weerakkody, V., & Daowd, A. (2020). Studying Transformational Government: A review of the existing methodological approaches and future outlook. Government Information Quarterly, 37(2), 101458.
25. Proper, H. A., Bork, D., & Poels, G. (2021). Towards an ontology-driven approach for digital twin enabled governed IT management. In First Workshop on Ontology-Driven Conceptual Modelling of Digital Twins (ODCM-DT 2021) (Vol. 2941). CEUR.
26. Rae, B. (2019). Overview of non-traditional data sources for the SDGs and ensuring data quality. https://unstats.un.org/sdgs/files/meetings/vnr-workshop-dec2019/5.2-UNSD.pdf
27. Roobeek, R., Frater, J., & Kennedy, N. (2021). Dutch government resigns over child welfare fraud scandal. In CNN. https://edition.cnn.com/2021/01/15/europe/netherlands-government-resigns-scandal-intl/index.html
28. Sarker, M. N. I., Wu, M., & Hossin, M. A. (2018). Smart governance through bigdata: Digital transformation of public agencies. In 2018 international conference on artificial intelligence and big data (ICAIBD) (pp. 62-70). IEEE.
29. Sajid, H. (2023). What is influence Engineering & how it relates to emotion AI?. https://www.unite.ai/what-is-influence-engineering-how-it-relates-to-emotion-ai/
30. Spark Web (2024). https://spark.apache.org/
31. Storm Web (2024). https://storm.apache.org/
32. Sun, Z., Strang, K. D., & Pambel, F. (2020). Privacy and security in the big data paradigm. Journal of computer information systems.
33. Tan, E. & Crompvoets, J. (Eds.) (2022). The new digital era governance: How new digital technologies are shaping public governance. Wageningen Academic Publishers.
34. Temkin Group (2011). The six levels of proactive support. https://experiencematters.wordpress.com/2011/02/07/the-6-levels-of-proactive-support/
35. Tennenhouse, D. (2000). Proactive computing. Communications of the ACM, 43(5), 43-50.
36. Velasco Rico, C. I. (2020). Personalización, proactividad e inteligencia artificial.¿ Un nuevo paradigma para la prestación electrónica de servicios públicos?. Revista de Internet, Derecho y Política (IDP). 2020 Mar;(30):[16p.].
Published
2024-12-31
How to Cite
Herrera, J. (2024). Enhancing E-Government Proactive Services Through Advanced Data Processing Technologies. European Scientific Journal, ESJ, 20(34), 28. https://doi.org/10.19044/esj.2024.v20n34p28
Section
ESJ Social Sciences
Copyright (c) 2024 Jose Herrera
This work is licensed under a Creative Commons Attribution 4.0 International License.
