Electronic Government

Gabriela Viale Pereira, Marijn Janssen, Habin Lee, Ida Lindgren, Manuel

Pedro Rodríguez Bolívar, Hans Jochen Scholl, Anneke Zuiderwijk

► To cite this version:

Gabriela Viale Pereira, Marijn Janssen, Habin Lee, Ida Lindgren, Manuel Pedro Rodríguez Bolívar, et al.. Electronic Government: 19th IFIP WG 8.5 International Conference, EGOV 2020, Linköping, Sweden, August 31 – September 2, 2020, Proceedings. Springer International Publishing, LNCS-12219, 2020, Lecture Notes in Computer Science, 978-3-030-57598-4. 10.1007/978-3-030-57599-1.hal-03282761

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<figure><img src="image_1.png" /></figure>
Founding Editors

Gerhard Goos

Karlsruhe Institute of Technology, Karlsruhe, Germany

Juris Hartmanis

Cornell University, Ithaca, NY, USA

Editorial Board Members

Elisa Bertino

Purdue University, West Lafayette, IN, USA

Wen Gao

Peking University, Beijing, China

Bernhard Steffen

TU Dortmund University, Dortmund, Germany

Gerhard Woeginger

RWTH Aachen, Aachen, Germany

Moti Yung

Columbia University, New York, NY, USA
More information about this series at http://www.springer.com/series/7409
Gabriela Viale Pereira · Marijn Janssen ·

Habin Lee · Ida Lindgren ·

Manuel Pedro Rodríguez Bolívar ·

Hans Jochen Scholl · Anneke Zuiderwijk (Eds.)

Electronic Government

19th IFIP WG 8.5 International Conference, EGOV 2020
Linköping, Sweden, August 31 – September 2, 2020
Proceedings

<figure><img src="image_2.png" /></figure>

Springer
Editors

Gabriela Viale Pereira ID
Danube University Krems
Krems, Austria

Habin Lee ID
Brunel University London
Uxbridge, UK

Manuel Pedro Rodríguez Bolívar ID
University of Granada
Granada, Spain

Anneke Zuiderwijk ID
Delft University of Technology
Delft, The Netherlands

Marijn Janssen ID
Delft University of Technology
Delft, The Netherlands

Ida Lindgren ID
Linköping University
Linköping, Sweden

Hans Jochen Scholl ID
University of Washington
Seattle, WA, USA

ISSN 0302-9743

ISSN 1611-3349 (electronic)

Lecture Notes in Computer Science

ISBN 978-3-030-57598-4

ISBN 978-3-030-57599-1 (eBook)

https://doi.org/10.1007/978-3-030-57599-1

LNCS Sublibrary: SL3 – Information Systems and Applications, incl. Internet/Web, and HCI

© IFIP International Federation for Information Processing 2020

This work is subject to copyright. All rights are reserved by the Publisher, whether the whole or part of the material is concerned, specifically the rights of translation, reprinting, reuse of illustrations, recitation, broadcasting, reproduction on microfilms or in any other physical way, and transmission or information storage and retrieval, electronic adaptation, computer software, or by similar or dissimilar methodology now known or hereafter developed.

The use of general descriptive names, registered names, trademarks, service marks, etc. in this publication does not imply, even in the absence of a specific statement, that such names are exempt from the relevant protective laws and regulations and therefore free for general use.

The publisher, the authors and the editors are safe to assume that the advice and information in this book are believed to be true and accurate at the date of publication. Neither the publisher nor the authors or the editors give a warranty, expressed or implied, with respect to the material contained herein or for any errors or omissions that may have been made. The publisher remains neutral with regard to jurisdictional claims in published maps and institutional affiliations.

This Springer imprint is published by the registered company Springer Nature Switzerland AG
The registered company address is: Gewerbestrasse 11, 6330 Cham, Switzerland
# Preface

The EGOV-CeDEM-ePart 2020 presents the third-year edition after the merger of the IFIP WG 8.5 Electronic Government (EGOV), the IFIP WG 8.5 IFIP Electronic Participation (ePart), and the Conference for E-Democracy and Open Government Conference (CeDEM). The merged conference is dedicated to the broader area of electronic government, open government, smart governance, e-democracy, policy informatics, and electronic participation. Scholars from around the world have attended this premier academic forum for a long time, which has given EGOV a worldwide reputation as one of the leading conferences in the research domains of electronic, open, and smart government, as well as electronic participation.

Due to the pandemic, this year's conference was held from August 31 to September 2, as a digital conference. The original hosts at Linköping University, Sweden, supported the organization, and all presentations and discussions, workshops, keynotes, and panels were held online. Despite the disappointment of not being able to host the conference locally, the conference was a huge success.

The call for papers attracted completed research papers, work-in-progress papers on ongoing research (including doctoral papers), project and case descriptions, as well as workshop and panel proposals. The submissions were assessed through a double-blind peer-review process, with at least two reviewers per submission, and the acceptance rate was 39%. The conference tracks present advances in the socio-technological domain of the public sphere, demonstrating cutting-edge concepts, methods, and styles of investigation by multiple disciplines. The papers were distributed over the following tracks:

* General E-Government and E-Governance Track

* General E-Democracy and eParticipation Track

* AI, Data Analytics, and Automated Decision Making Track

* Smart Cities (Government, Communities and Regions) Track

* Social Media Track

* Social Innovation Track

* Open Data: Social and Technical Aspects Track

* Digital Society Track

* Cybersecurity Track

* Legal Informatics Track

* Practitioners' Track

Among the full research paper submissions, 30 papers (empirical and conceptual) from the general E-Government and E-Governance track, as well as the tracks on Smart Cities, AI, and Open Data were accepted for this year's Springer LNCS EGOV proceedings (vol. 12219), whereas another 11 papers of completed research papers from the General ePart Track, as well as the tracks on Social Media, Legal Informatics, Digital Society, and Social Innovation, went into the LNCS ePart proceedings
(vol. 12220). The papers included in this volume have been clustered under the fol-
lowing headings:

* E-Government Foundations

* E-Government Services and Open Government

* Open Data: Social and Technical Aspects

* AI, Data Analytics, and Automated Decision Making

* Smart Cities

As in the previous years and per the recommendation of the Paper Awards Committee under the leadership of Noella Edelmann, Danube University Krems, Austria, and Evangelos Kalampokis from the University of Macedonia, Greece, the IFIP EGOV-CeDEM-ePart 2020 Conference Organizing Committee grants outstanding paper awards in three distinct categories:

* The most interdisciplinary and innovative research contribution

* The most compelling critical research reflection

* The most promising practical concept

The winners in each category were announced during an awards ceremony held at the conference.

Many people make large events like this conference happen. We thank the members of the Program Committee and the additional reviewers for their great efforts in reviewing the submitted papers. We would like to express our gratitude to Ida Lindgren, Ulf Melin, and the team from Linköping University (LiU) for hosting the conference. Although disappointed from not being able to host it locally, they made the conference a success. LiU conducts world-leading, boundary-crossing research in fields that include materials science, IT, and hearing. In the same spirit, the university offers many innovative educational programs, frequently with a clear professional focus and leading to qualification as, for example, doctors, teachers, economists, and engineers. LiU was granted university status in 1975 and today has 32,000 students and 4,000 employees. The students are among the most desirable in the labor market, and international rankings consistently place LiU as a leading global university. The EGOV 2020 conference was hosted by the Division of Information Systems and Digitalization, at the Department of Management and Engineering, which is one of the most visible digital government research constellations in Europe and well-known for extensive research collaborations with a focus on public sector organizations and their digitalization in Sweden and beyond. We are looking forward having our conference in Linköping in the near future and having the opportunity to visit this excellent research group.

September 2020

Gabriela Viale Pereira

Marijn Janssen

Habin Lee

Ida Lindgren

Manuel Pedro Rodríguez Bolívar

Hans Jochen Scholl

Anneke Zuiderwijk
# Organization

## Conference Lead Organizer

Marijn Janssen

Delft University of Technology, The Netherlands

## General E-Government and E-Governance Track

Gabriela Viale Pereira

Danube University Krems, Austria

Ida Lindgren

Linköping University, Sweden

Hans Jochen Scholl

University of Washington, USA

## General E-Democracy and eParticipation Track

Noella Edelmann

Danube University Krems, Austria

Peter Parycek

Fraunhofer Fokus, Germany, and Danube-University Krems, Austria

Robert Krimmer

Tallinn University of Technology, Estonia

## Smart Cities (Government, Communities and Regions) Track

Manuel Pedro Rodríguez Bolívar

University of Granada, Spain

Karin Axelsson

Linköping University, Sweden

Nuno Lopes

DTx: Digital Transformation Colab, Portugal

## AI, Data Analytics, and Automated Decision Making Track

Habin Lee

Brunel University London, UK

Euripidis Loukis

University of the Aegean, Greece

Evangelos Kalampokis

University of Macedonia, Greece

## Social Media Track

Sarah Hoffmann

University of Agder, Norway

Marius Rohde Johannessen

University of South-Eastern Norway, Norway

Panos Panagiotopoulos

Queen Mary University of London, UK

## Social Innovation Track

Csaba Csaki

Corvinus Business School, Hungary

Gianluca Misuraca

European Commission, Joint Research Centre, Spain

Marijn Janssen

Delft University of Technology, The Netherlands
## Open Data: Social and Technical Aspects Track

Anneke Zuiderwijk

Delft University of Technology, The Netherlands

Ramon Gil-Garcia

University at Albany, USA

Efthimios Tambouris

University of Macedonia, Greece

## Digital Society

Thomas Lampoltshammer

Danube University Krems, Austria

Christian Østergaard
Madsen

IT University of Copenhagen, Denmark

Katarina L. Gidlund

Mid Sweden University, Sweden

## Cybersecurity Track

Natalia Kadenko

Delft University of Technology, The Netherlands

Marijn Janssen

Delft University of Technology, The Netherlands

## Legal Informatics Track

Peter Parycek

Fraunhofer Fokus, Germany

Anna-Sophie Novak

Danube University Krems, Austria

## Practitioners' Track

Francesco Mureddu

The Lisbon Council, Belgium

Peter Reichstädter

Austrian Parliament, Austria

Francesco Molinari

Politecnico di Milano, Italy

Morten Meyerhoff Nielsen

United Nations University, Portugal

## Chair of Outstanding Papers Awards

Noella Edelmann

Danube University Krems, Austria

Evangelos Kalampokis

University of Macedonia, Greece

## PhD Colloquium Chairs

Gabriela Viale Pereira

Danube University Krems, Austria

J. Ramon Gil-Garcia

University at Albany, SUNY, USA

Ida Lindgren

Linköping University, Sweden

## Program Committee

Suha Alawadhi

Kuwait University, Kuwait

Karin Ahlin

Mid Sweden University, Sweden

Valerie Albrecht

Danube University Krems, Austria
<table>
  <tr>
    <td>Laura Alcaide-Muñoz</td>
    <td>University of Granada, Spain</td>
  </tr>
  <tr>
    <td>Karin Axelsson</td>
    <td>Linköping University, Sweden</td>
  </tr>
  <tr>
    <td>Ana Alice Baptista</td>
    <td>University of Minho, Portugal</td>
  </tr>
  <tr>
    <td>Flavia Bernardini</td>
    <td>Universidade Federal Fluminense, Brazil</td>
  </tr>
  <tr>
    <td>Lasse Berntzen</td>
    <td>University of South-Eastern Norway, Norway</td>
  </tr>
  <tr>
    <td>Radomir Bolgov</td>
    <td>Saint Petersburg State University, Russia</td>
  </tr>
  <tr>
    <td>Walter Castelnovo</td>
    <td>University of Insubria, Italy</td>
  </tr>
  <tr>
    <td>Alexopoulos Charalampos</td>
    <td>University of the Aegean, Greece</td>
  </tr>
  <tr>
    <td>Youngseok Choi</td>
    <td>University of Southampton, UK</td>
  </tr>
  <tr>
    <td>Wichian Chutimaskul</td>
    <td>King Mongkut's University of Technology Thonburi, Thailand</td>
  </tr>
  <tr>
    <td>Antoine Clarinval</td>
    <td>Université de Namur, Belgium</td>
  </tr>
  <tr>
    <td>Andreiwid Sheffer Corrêa</td>
    <td>Federal Institute of Sao Paulo, Brazil</td>
  </tr>
  <tr>
    <td>J. Ignacio Criado</td>
    <td>Universidad Autónoma de Madrid, Spain</td>
  </tr>
  <tr>
    <td>Joep Crompvoets</td>
    <td>KU Leuven, Belgium</td>
  </tr>
  <tr>
    <td>Jonathan Crusoe</td>
    <td>Linköpings Universitet, Sweden</td>
  </tr>
  <tr>
    <td>Frank Danielsen</td>
    <td>University of Agder, Norway</td>
  </tr>
  <tr>
    <td>Lieselot Danneels</td>
    <td>KU Leuven, Belgium</td>
  </tr>
  <tr>
    <td>Athanasios Deligiannis</td>
    <td>International Hellenic University, Greece</td>
  </tr>
  <tr>
    <td>Edna Dias Canedo</td>
    <td>Universidade de Brasília, Brazil</td>
  </tr>
  <tr>
    <td>Bettina Distel</td>
    <td>Universität Münster, Germany</td>
  </tr>
  <tr>
    <td>Noella Edelmann</td>
    <td>Danube University Krems, Austria</td>
  </tr>
  <tr>
    <td>Margarita Fourer</td>
    <td>Danube University Krems, Austria</td>
  </tr>
  <tr>
    <td>Luz Maria Garcia</td>
    <td>Universidad de la Sierra Sur, Mexico</td>
  </tr>
  <tr>
    <td>Elisabeth Gebka</td>
    <td>University of Namur, Belgium</td>
  </tr>
  <tr>
    <td>J. Ramon Gil-Garcia</td>
    <td>University at Albany, USA</td>
  </tr>
  <tr>
    <td>Malin Granath</td>
    <td>Linköping University, Sweden</td>
  </tr>
  <tr>
    <td>Stefanos Gritzalis</td>
    <td>University of Piraeus, Greece</td>
  </tr>
  <tr>
    <td>Christine Große</td>
    <td>Mid Sweden University, Sweden</td>
  </tr>
  <tr>
    <td>Martijn Hartog</td>
    <td>Delft University of Technology, The Netherlands</td>
  </tr>
  <tr>
    <td>Marcia Hino</td>
    <td>FGV/EAESP, Brazil</td>
  </tr>
  <tr>
    <td>Roumiana Ilieva</td>
    <td>Technical University of Sofia, Bulgaria</td>
  </tr>
  <tr>
    <td>Marijn Janssen</td>
    <td>Delft University of Technology, The Netherlands</td>
  </tr>
  <tr>
    <td>Marius Rohde Johannessen</td>
    <td>University of South-Eastern Norway, Norway</td>
  </tr>
  <tr>
    <td>Gustaf Juell-Skielse</td>
    <td>Stockholm University, Sweden</td>
  </tr>
  <tr>
    <td>Yury Kabanov</td>
    <td>National Research University, Russia</td>
  </tr>
  <tr>
    <td>Natalia Kadenko</td>
    <td>Delft University of Technology, The Netherlands</td>
  </tr>
  <tr>
    <td>Evangelos Kalampokis</td>
    <td>CERTH, Greece</td>
  </tr>
  <tr>
    <td>Eleni Kanellou</td>
    <td>NTUA, Greece</td>
  </tr>
  <tr>
    <td>Evika Karamagioli</td>
    <td>Université Paris 8, France</td>
  </tr>
  <tr>
    <td>Areti Karamanou</td>
    <td>University of Macedonia, Greece</td>
  </tr>
  <tr>
    <td>Ilka Kawashita</td>
    <td>University of Minho, Portugal</td>
  </tr>
  <tr>
    <td>Jongwoo Kim</td>
    <td>Hanyang University, South Korea</td>
  </tr>
  <tr>
    <td>Fabian Kirstein</td>
    <td>Fraunhofer Institute, Germany</td>
  </tr>
  <tr>
    <td>Thomas Lampoltshammer</td>
    <td>Danube University Krems, Austria</td>
  </tr>
  <tr>
    <td>Habin Lee</td>
    <td>Brunel University, UK</td>
  </tr>
</table>
<table>
  <tr>
    <td>Hong Joo Lee</td>
    <td>The Catholic University of Korea, South Korea</td>
  </tr>
  <tr>
    <td>Johan Linåker</td>
    <td>Lund University, Sweden</td>
  </tr>
  <tr>
    <td>Ida Lindgren</td>
    <td>Linköping University, Sweden</td>
  </tr>
  <tr>
    <td>Nuno Lopes</td>
    <td>DTx: Digital Transformation Colab, Portugal</td>
  </tr>
  <tr>
    <td>Euripidis Loukis</td>
    <td>University of the Aegean, Greece</td>
  </tr>
  <tr>
    <td>Rui Pedro Lourenço</td>
    <td>INESC Coimbra, Portugal</td>
  </tr>
  <tr>
    <td>Nikolaos Loutas</td>
    <td>European Commission, Belgium</td>
  </tr>
  <tr>
    <td>Edimara Luciano</td>
    <td>Pontifical Catholic University of Rio Grande do Sul, Brazil</td>
  </tr>
  <tr>
    <td>Luis F. Luna-Reyes</td>
    <td>University at Albany, SUNY, USA</td>
  </tr>
  <tr>
    <td>Bjorn Lundell</td>
    <td>University of Skövde, Sweden</td>
  </tr>
  <tr>
    <td>Ahmad Luthfi</td>
    <td>Delft University of Technology, The Netherlands</td>
  </tr>
  <tr>
    <td>Johan Magnusson</td>
    <td>University of Gothenburg, Sweden</td>
  </tr>
  <tr>
    <td>Ricardo Matheus</td>
    <td>Delft University of Technology, The Netherlands</td>
  </tr>
  <tr>
    <td>Keegan Mcbride</td>
    <td>Tallinn University of Technology, Estonia</td>
  </tr>
  <tr>
    <td>John McNutt</td>
    <td>University of Delaware, USA</td>
  </tr>
  <tr>
    <td>Rony Medaglia</td>
    <td>Copenhagen Business School, Denmark</td>
  </tr>
  <tr>
    <td>Fritz Meiners</td>
    <td>Fraunhofer Institute, Germany</td>
  </tr>
  <tr>
    <td>Ulf Melin</td>
    <td>Linkoping University, Sweden</td>
  </tr>
  <tr>
    <td>Tobias Mettler</td>
    <td>University of Lausanne, Switzerland</td>
  </tr>
  <tr>
    <td>Gianluca Misuraca</td>
    <td>European Commission, Belgium</td>
  </tr>
  <tr>
    <td>Michael Möstl</td>
    <td>Donau-Universität Krems, Austria</td>
  </tr>
  <tr>
    <td>Alessia Caterina Neuroni</td>
    <td>Bern University of Applied Sciences, Switzerland</td>
  </tr>
  <tr>
    <td>Mille Nielsen</td>
    <td>IT University of Copenhagen, Denmark</td>
  </tr>
  <tr>
    <td>Anastasija Ņikiforova</td>
    <td>University of Latvia, Latvia</td>
  </tr>
  <tr>
    <td>Anna-Sophie Novak</td>
    <td>Danube University Krems, Austria</td>
  </tr>
  <tr>
    <td>Panos Panagiotopoulos</td>
    <td>Queen Mary University of London, UK</td>
  </tr>
  <tr>
    <td>Darcy Parks</td>
    <td>Linköping University, Sweden</td>
  </tr>
  <tr>
    <td>Sergio Picazo-Vela</td>
    <td>Universidad de las Americas Puebla, Mexico</td>
  </tr>
  <tr>
    <td>Luiz Pereira Pinheiro Junior</td>
    <td>Universidade Positivo, Brazil</td>
  </tr>
  <tr>
    <td>Kerley Pires</td>
    <td>United Nations University, Portugal</td>
  </tr>
  <tr>
    <td>Vigan Raca</td>
    <td>Independent</td>
  </tr>
  <tr>
    <td>Nicolau Reinhard</td>
    <td>University of São Paulo, Brazil</td>
  </tr>
  <tr>
    <td>Taiane Ritta Coelho</td>
    <td>Federal University of Parana, Brazil</td>
  </tr>
  <tr>
    <td>Manuel Pedro Rodríguez Bolívar</td>
    <td>University of Granada, Spain</td>
  </tr>
  <tr>
    <td>Alexander Ronzhyn</td>
    <td>University of Koblenz-Landau, Germany</td>
  </tr>
  <tr>
    <td>Athanasia Routzouni</td>
    <td>University of the Aegean, Greece</td>
  </tr>
  <tr>
    <td>Boriana Rukanova</td>
    <td>Delft University of Technology, The Netherlands</td>
  </tr>
  <tr>
    <td>Per Runeson</td>
    <td>Lund University, Sweden</td>
  </tr>
  <tr>
    <td>Rodrigo Sandoval-Almazan</td>
    <td>Universidad Autonoma del Estado de Mexico, Mexico</td>
  </tr>
  <tr>
    <td>Hans J Scholl</td>
    <td>University of Washington, USA</td>
  </tr>
  <tr>
    <td>Hendrik Scholta</td>
    <td>University of Munster, Germany</td>
  </tr>
  <tr>
    <td>Judith Schossböck</td>
    <td>Danube University Krems, Austria</td>
  </tr>
  <tr>
    <td>Luiza Schuch de Azambuja</td>
    <td>Tallinn University of Technology, Estonia</td>
  </tr>
  <tr>
    <td>Johanna Sefyrin</td>
    <td>Linköping University, Sweden</td>
  </tr>
</table>
<table><tr><td>Tobias Siebenlist</td><td>Heinrich Heine University Düsseldorf, Germany</td></tr><tr><td>Anthony Simonofski</td><td>KU Leuven, Belgium</td></tr><tr><td>Fredrik Söderström</td><td>Linköpings Universitet, Sweden</td></tr><tr><td>Karin Steiner</td><td>Danube University Krems, Austria</td></tr><tr><td>Leif Sundberg</td><td>Mid Sweden University, Sweden</td></tr><tr><td>Iryna Susha</td><td>Örebro University, Sweden</td></tr><tr><td>Proscovia Svärd</td><td>Mid Sweden University, Sweden</td></tr><tr><td>Efthimios Tambouris</td><td>University of Macedonia, Greece</td></tr><tr><td>Luca Tangi</td><td>Politecnico di Milano, Italy</td></tr><tr><td>Konstantinos Tarabanis</td><td>University of Macedonia, Greece</td></tr><tr><td>Lörinc Thurnay</td><td>Danube University Krems, Austria</td></tr><tr><td>Jolien Ubacht</td><td>Delft University of Technology, The Netherlands</td></tr><tr><td>Mathias Van Compernolle</td><td>Ghent University, Belgium</td></tr><tr><td>Marco Velicogna</td><td>IRSIG-CNR, Italy</td></tr><tr><td>Gabriela Viale Pereira</td><td>Danube University Krems, Austria</td></tr><tr><td>Shefali Virkar</td><td>Danube University Krems, Austria</td></tr><tr><td>Frederika Welle Donker</td><td>Knowledge Centre Open Data, The Netherlands</td></tr><tr><td>Guilherme Wiedenhöft</td><td>Federal University of Rio Grande, Brazil</td></tr><tr><td>Elin Wihlborg</td><td>Linkoping University, Sweden</td></tr><tr><td>Maija Ylinen</td><td>Tampere University of Technology, Finland</td></tr><tr><td>Chien-Chih Yu</td><td>National ChengChi University, China</td></tr><tr><td>Thomas Zefferer</td><td>A-SIT Plus GmbH, Austria</td></tr><tr><td>Anneke Zuiderwijk</td><td>Delft University of Technology, The Netherlands</td></tr></table>

## Additional Reviewers

Alizée Francey
Auriane Marmier
Colin van Noordt
Dimitris Zeginis
Gianluigi Viscusi
Jaewon Choi
Junyeong Lee
Karl Kristian Larsson

Mariana Gustafsson
Ruth Angelie Cruz
Sangwook Ha
Silvia Lips
Yannis Charalabidis
Yingying Gao
Yu-lun Liu
# Contents

## E-Government Foundations

Between Overexploitation and Underexploitation of Digital Opportunities –
A Case Study with Focus on Affordances and Constraints
Göran Goldkuhl
3

Developing an Analytical Framework for Analyzing and Comparing
National E-Government Strategies
Sara Hofmann, Christian Østergaard Madsen, and Bettina Distel
15

A Pathology of Public Sector IT Governance: How IT Governance
Configuration Counteracts Ambidexterity
Johan Magnusson, Jwan Khisro, and Ulf Melin
29

Barriers and Drivers of Digital Transformation in Public Organizations:
Results from a Survey in the Netherlands
Luca Tangi, Marijn Janssen, Michele Benedetti, and Giuliano Noci
42

## E-Government Services and Open Government

Smart Policing: A Critical Review of the Literature
Muhammad Afzal and Panos Panagiotopoulos
59

Utilizing an Investment Instrument for Digital Transformation:
A Case Study of a Large Swedish Municipality
Jwan Khisro
71

Service Quality Through Government Proactivity:
The Concept of Non-interaction
Peter Kuhn and Dian Balta
82

Automatization of Cross-Border Customs Declaration:
Potential and Challenges
Markko Liutkevičius, Karl Ivory Pappel, Sidra Azmat Butt, and Ingrid Pappel
96

AI-Enabled Innovation in the Public Sector: A Framework for Digital
Governance and Resilience
Gianluca Misuraca and Gianluigi Viscusi
110
<table><tbody><tr><td>Technical Debt Management: A Systematic Literature Review and Research Agenda for Digital Government</td><td>121</td></tr><tr><td>Mille Edith Nielsen, Christian Østergaard Madsen, and Mircea Filip Lungu</td><td></td></tr><tr><td>Measure What Matters: A Dual Outcome Service Quality Model for Government Service Delivery</td><td>138</td></tr><tr><td>Willem Pietersen and Cindy Weng</td><td></td></tr><tr><td>Digital Inclusion Competences for Senior Citizens: The Survival Basics</td><td>151</td></tr><tr><td>Jeremy Rose, Jesper Holgersson, and Eva Söderström</td><td></td></tr><tr><td>Walking a Mile in Their Shoes—A Citizen Journey to Explore Public Service Delivery from the Citizen Perspective.</td><td>164</td></tr><tr><td>Hendrik Scholta, Sebastian Halsbenning, Bettina Distel, and Jörg Becker</td><td></td></tr><tr><td>The Role of Domain-Skills in Bureaucratic Service Encounters.</td><td>179</td></tr><tr><td>Søren Skaarup</td><td></td></tr><tr><td>Aligning Stakeholder Interests, Governance Requirements and Blockchain Design in Business and Government Information Sharing</td><td>197</td></tr><tr><td>Sélinde van Engelenburg, Boriana Rukanova, Wout Hofman, Jolien Ubacht, Yao-Hua Tan, and Marijn Janssen</td><td></td></tr><tr><td>Approaches to Good Data Governance in Support of Public Sector Transformation Through Once-Only</td><td>210</td></tr><tr><td>Maria A. Wimmer, Alessia C. Neuroni, and Jan Thomas Frecè</td><td></td></tr><tr><td>Governance Challenges of Inter-organizational Digital Public Services Provisioning: A Case Study on Digital Invoicing Services in Belgium.</td><td>223</td></tr><tr><td>Stijn Wouters, Marijn Janssen, and Joep Crompvoets</td><td></td></tr><tr><td colspan="2"><strong>Open Data: Social and Technical Aspects</strong></td></tr><tr><td>A Methodology for Retrieving Datasets from Open Government Data Portals Using Information Retrieval and Question and Answering Techniques.</td><td>239</td></tr><tr><td>Raissa Barcellos, Flavia Bernardini, and Jose Viterbo</td><td></td></tr><tr><td>Open Government Data from the Perspective of Information Needs - A Tentative Conceptual Model</td><td>250</td></tr><tr><td>Jonathan Crusoe, Elisabeth Gebka, and Karin Ahlin</td><td></td></tr><tr><td>Towards a Framework for Open Data Publishers: A Comparison Study Between Sweden and Belgium.</td><td>262</td></tr><tr><td>Jonathan Crusoe, Anthony Simonofski, and Antoine Claroval</td><td></td></tr></tbody></table>
Open Government Data Systems: Learning from a Public Utility Perspective.................................................. 275
Jonathan Crusoe, Anneke Zuiderwijk, and Ulf Melin

Collaboration in Open Government Data Ecosystems: Open Cross-sector Sharing and Co-development of Data and Software.................. 290
Johan Linåker and Per Runeson

Towards Generic Business Models of Intermediaries in Data Collaboratives: From Gatekeeping to Data Control.................. 304
Iryna Susha, Maartje Flipsen, Wirawan Agahari, and Mark de Reuver

AI, Data Analytics, and Automated Decision Making

Generating Value from Government Data Using AI: An Exploratory Study.................................................. 319
Yingying Gao and Marijn Janssen

Identifying Risks in Datasets for Automated Decision-Making.................. 332
Mariachiara Mecati, Flavio Emanuele Cannavò, Antonio Vetrò, and Marco Torchiano

Using Government Data and Machine Learning for Predicting Firms' Vulnerability to Economic Crisis.................................................. 345
Euripidis Loukis, Niki Kyriakou, and Manolis Maragoudakis

Smart Cities

Towards Data-Driven Policymaking for the Urban Heat Transition in The Netherlands: Barriers to the Collection and Use of Data.................. 361
Devin Diran and Anne Fleur van Veenstra

Identifying Strategic Planning Patterns of Smart Initiatives. An Empirical Research in Spanish Smart Cities.................. 374
Manuel Pedro Rodríguez Bolívar, Cristina Alcaide Muñoz, and Laura Alcaide Muñoz

Demographical Attributes Explaining Different Stages of OG Development in Spanish Local Governments.................................................. 387
Manuel Pedro Rodríguez Bolívar, Cinthia L. Villamayor Arellano, and Laura Alcaide Muñoz
<table><tr><td>Identification of Competencies and Teaching Models for the Governance of Smart Sustainable Cities in the South American Context</td><td>400</td></tr><tr><td>Aurora Sanchez-Ortiz, Mauricio Solar, Elsa Estevez, and Gabriela Viale-Pereira</td><td></td></tr><tr><td>Author Index</td><td>413</td></tr></table>