NDLI: The "dark side" of information technology: a survey of IT-related complaints from citizens

Please wait, while we are loading the content...

Attitudes toward online availability of US public records

Types of shared services business models in public administration

Promoting international digital government research collaboration: an experiment in community building

Modeling digital preservation capabilities in enterprise architecture

Social media use by government: from the routine to the critical

Public process management: a method for introducing standard business reporting

We-Government: an anatomy of citizen coproduction in the information age

Technical foundations to cut down administrative red tape: the case of the Canton of Vaud

The "dark side" of information technology: a survey of IT-related complaints from citizens

Case study in e-government education programs: preparing future government information professionals

Open government and e-government: democratic challenges from a public value perspective

Design observations regarding public safety networks

Young adults and online political participation: search strategies and the role of social media

Comparing usability of government web portals during governor change of terms

Massively participatory urban planning and design tools and process: the Betaville project

Planning egovernment information systems: methods and experiences from the eG4M framework

Automatically generating citizen-focused brochures for public administration

e-government: integrated services framework

Evaluating the structure of cross-boundary digital government research collaboration: a social network approach

Analysis of enterprise architecture frameworks in the context of e-participation

Government policies on the use of social media: legislating for change

Managing the transformation to standard business reporting: principles and lessons learned from the Netherlands

Next steps in e-government crowdsourcing

eAdmin: an e-government system for the Galician region

Citizen-centric approaches to e-government and the back-office transformation

Examples of specialized legal metadata adapted to the digital environment, from the U.S. code of federal regulations

Open government implementation model: a stage model for achieving increased public engagement

Conceptualizing smart city with dimensions of technology, people, and institutions

Young people's political participation on the internet in Germany: empowered ethnic minority groups?

An ontology-based interactive tool to search documents in the U.S. patent system

Secure government in cyberspace?

DiscoverText: software training to unlock the power of text

Publishing open statistical data: the Spanish census

Application of the MINOE regulatory analysis framework: case studies

Understanding the capabilities and critical success factors in collaborative data sharing network: the case of dataONE

Modelling and simulation to facilitate policy choices: the impact of policy modelling gaps on good governance

Developing an ontology for the U.S. patent system

Does the early bird move the polls?: the use of the social media tool 'Twitter' by U.S. politicians and its impact on public opinion

Social media in the public sector: perceived benefits, costs and strategic alternatives

Towards transparent policy decision making process: a case study for Seoul metropolitan government

Efficient traffic crash and snow complaint GIS system

What is open government?: one year after the directive

Establishing government chief information officer systems: readiness assessment

Opinion mining in social media: modeling, simulating, and visualizing political opinion formation in the web

UICDS-based information sharing among emergency response application systems

Transnational digital government research collaborations: purpose, value, challenges

Collecting, analyzing and visualizing tweets using open source tools

Smart cities and service integration

The policy challenges of universally usable e-government

Interaction design for citizen engagement and digital government

Twitter use during an emergency event: the case of the UT Austin shooting

Investing in open government: applying lessons from research and practice

System demonstration: a toolset for web-based peer review of scientific testimony

Research group on digital government in North America: a comparative and transnational agenda

A reference architecture for records management

Inter-organizational collaboration and performance of state e-government portals in Mexico

Government web portals performance evaluation using data envelopment analysis

Understanding the impact of computing and information technology on critical challenges facing 21st century financial market regulators

Public and municipal services register: a back office system for one stop shop e-services portal in Russian federation

Local government websites: cases of innovation and best practices in Mexico

First steps towards studying government information sharing and integration in metropolitan areas

Towards an ICTD pull model for servicing social demands in rural areas: invoking PPSPs

The "dark side" of information technology: a survey of IT-related complaints from citizens

Content Provider	ACM Digital Library
Author	Choenni, Sunil Busker, Tony Mulder, Ingrid Leertouwer, Erik
Abstract	Although it is widely accepted that citizens benefit or may benefit from the applications of information technology, there are also complaints about these applications. This paper is devoted to the complaints of citizens that pertain to the applications of information technology itself, or about facts in which this technology is playing a significant role. We have analyzed a number of governmental databases in the Netherlands that contains complaints of citizens. We have investigated which proportion of the complaints could be related to information technology. For two governmental databases, we were able to make a reliably estimation of the proportion of information technology related complaints. We found that these proportions are 34% and 40% respectively. For one of the databases, a categorization according to the time dimension revealed that in 2001, the proportion of information technology related complaints is the highest namely 46%. This peak could have been caused by the crash of the dot.com bubble in the spring of 2001. This kind of information is necessary to gain a comprehensive understanding of the changing government-citizens relationship due to information technology.
Starting Page	204
Ending Page	212
Page Count	9
File Format	PDF
ISBN	9781450307628
DOI	10.1145/2037556.2037589
Language	English
Publisher	Association for Computing Machinery (ACM)
Publisher Date	2011-06-12
Publisher Place	New York
Access Restriction	Subscribed
Subject Keyword	Databases It applications Complaints Government-citizen relationship
Content Type	Text
Resource Type	Article

Central Library (ISO-9001:2015 Certified)
Indian Institute of Technology Kharagpur
Kharagpur, West Bengal, India | PIN - 721302

See location in the Map
03222 282435
Mail: support@ndl.gov.in

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in