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Digital Interactions Strategy: A Public Sector Case

Authors:
Samantha Papavasiliou
Carmen Reaiche
Peter Ricci

Keywords: Mandatory Systems; Digital Service; Digital Ecosystems.

Abstract:
The public sector’s role as mandatory service provider is to produce effective services for users, and to make compliance uncomplicated and straightforward. However, at present, public sector services appear to not meet these user expectations. The purpose of this research is to explore ways to enhance digital adoption in the public sector by further understanding who these users are, when and why they seek assistance, and the various potential outcomes post-assistance. Evidence to support this research will be provided via a case study from the Australian Taxation Office. This research project will be presented in three sections. Firstly, the researchers describe a conceptual model they have created, which places the user at the centre of the research and policy direction. Secondly, results and some critical findings will be presented, of a pilot study which was conducted to test the model on a small scale. Thirdly, the researchers will outline planned extended research which proposes to validate the pilot findings and explore the service users in greater detail. The extended research utilises additional demographic data to better understand the greater system dynamics. This research is ongoing and forms part of a PhD dissertation.

Pages: 19 to 23

Copyright: Copyright (c) IARIA, 2019

Publication date: February 24, 2019

Published in: conference

ISSN: 2308-3956

ISBN: 978-1-61208-685-9

Location: Athens, Greece

Dates: from February 24, 2019 to February 28, 2019