Shared Values/Conflicting Logics: Working Around E-Government Systems
This paper describes results from fieldwork conducted at a social services site where the workers evaluate citizens' applications for food and medical assistance submitted via an e-government system. These results suggest value tensions that result - not from different stakeholders with different values - but from differences among how stakeholders enact the same shared value…
The paper examines fieldwork at a social services site using an e-government application system, highlighting tensions between the system’s and workers’ interpretations of core values like access, efficiency, and education.
While the system defines these values in terms of online processes and information delivery, workers emphasize client support, dialogue, and empowerment, leading to misunderstandings and administrative burdens that can negatively impact both clients and system outcomes.
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