An activity theory perspective on creating a new digital government service in Finland
- Jari Jussila, Research Unit for Smart Services, Häme University of Applied Sciences, Hämeenlinna, Finland
- Virpi Sillanpää, Industrial and Information Management, Tampere University of Technology, Tampere, Finland
- Timo Lehtonen, Solita, Tampere, Finland
- Nina Helander, Industrial and Information Management, Tampere University of Technology, Tampere, Finland
- Lauri Frank, Faculty of Information Technology, University of Jyväskylä, Jyväskylä, Finland
AbstractDigitalization of government services is a central goal in many countries. At policy-making level, digital government services are often expected to simultaneously reduce cost and provide citizens with better and more versatile services. Development of new digital government services, however, often involves companies, which typically have differences in their approach to the development and implementation of new digital services compared to the public sector. This study applies activity theory as a lens to identify the similarities and differences between the private and public sector in the development and implementation of a new government digital service. The aim is to identify the contradictions that can lead to expansive learning in the activity system encompassing a national level digital government service for the social welfare and healthcare of citizens in Finland.
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