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Encouraging Society Participation Through Conversations About Public Service Processes

Encouraging Society Participation Through Conversations About Public Service Processes

Bruna Diirr (Graduate Program in Informatics (PPGI), Universidade Federal do Rio de Janeiro (UFRJ), Rio de Janeiro, Brazil), Renata Araujo (Graduate Program in Information Systems (PPGI), Federal University of the State of Rio de Janeiro (UNIRIO), Rio de Janeiro, Brazil), and Claudia Cappelli (Graduate Program in Information Systems (PPGI), Federal University of the State of Rio de Janeiro (UNIRIO), Rio de Janeiro, Brazil)
Copyright: © 2014 |Pages: 21
DOI: 10.4018/ijegr.2014040103
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Abstract

This paper posits the idea that conversations about public services encourage society participation in public issues and establish closer ties between society and government service providers. It is argued that by making society aware of how a service is provided – its process - citizens (clients) may develop a better attitude for interacting with government and other service users, by discussing problems, correcting previously-available information, increasing their knowledge about the processes. This paper presents a tool designed to support conversations about public service processes and the results obtained with a case study of its use. The results suggest that conversations have stimulated interaction among citizens and government services providers as well as allowed identification of service improvement opportunities.
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Interaction Between Society And Government In Public Affairs

Different frameworks (Arnstein, 1969; Femers & Wiedemann, 1993; Gomes, 2004; Grönlund, 2009; OECD, 2001) chase to describe and classify levels of citizen participation in democratic contexts through the use of ICTs. It is common sense that citizen participation follows an increasing scale, with variations in citizens’ participation power, discussion participation level and decision-making in public issues.

The participation levels described by these frameworks can be summarized as:

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