Coordinating Public E-services - Investigating Mechanisms and Practices in a Government Agency

Résumé En

Coordination is a critical enabler when creating and managing coherent, integrated, secure and smart public electronic services (e-services) as a part of digitalization. With an increased demand for such services, coordination as an internal organizational phenomenon is becoming increasingly important. Based on a qualitative case study, and informed by coordination theory, this paper investigates two different theoretical views applied on internal e-service coordination within a government agency in Sweden. At the outset, the agency is seeking one generic way to coordinate the current heterogeneous and fragmented internal e-service landscape in a more efficient way. Hence, our aim also includes investigating the prerequisites and potential for this type of coordination. We conduct this study in two stages. First, we apply a well-established theoretical lens from organizational theory on a set of coordination efforts, thereby perceiving coordination as a planned and anticipated activity based on a fixed set of mechanisms. Second, we apply a lens of coordinating as emergent practice, which allows for an in-depth investigation of more flexible and dynamic aspects of coordinating activities in daily work. By combining these two views, we argue that this approach can facilitate and increase understanding of the dynamics and flexibility needed to understand the type of coordination needed in public e-service contexts. This can also imply that there is no single best practice or ‘one-size-fits-all’ approach to internal e-service coordination. Instead, organizations need to acknowledge the need for multi-dimensional views revealing the inherent complexity of coordination; as planned as well as emerging activities.