Kim Normann Andersen

Copenhagen Business School · Department of Digitalization

The contemporary healthcare sector is at the shrink of a remarkable transformation, where personalized and proactive treatments are steadily substituting the general and reactive ones. However, this transition is still in its infant phase that encompasses severe issues such as the limited affordability of treating rare genetic disorders. Reflecting...

Contrasting the political ambitions on the next generation of government, the uptake of technology can lead to digital sclerosis characterized by stiffening of the governmental processes, failure to respond to changes in demand, and lowering innovation feedback from workers. In this conceptual article, we outline three early warnings of digital scl...

While adoption of new technologies and supply of online services are in focus of measuring uptake of online services in maturity models, measurement of direct and indirect outcome and value creation for the internal and external end-users are only marginal addressed. Based on three vignettes from Norway, this paper argues that the importance of cos...

This article presents a case study on the use of open data in the Scandinavian parliaments (Norway, Sweden, and Denmark). While the three countries have all opened the gates and provided access to data—for example, on the voting in parliament, debates, and notes from meetings in committees—the uptake and use of data outside the parliaments is limit...

Purpose The purpose of this paper is to enhance the knowledge about the use of online communication between patients and health-care professionals in public health care. The study explores digital divide gaps and the impacts of online communication on the overall costs of health care. Design/methodology/approach This study focuses on online health...

Digitalization of government and public sector has been not only a fad but a norm for decades. This paper extends the virtual state model developed by Jane Fountain by explicating the detail of impact using the frame developed and presented by Andersen and Danziger. This extended framework includes the outcome classifications in four areas of impac...

Erratum to: K.V. Andersen et al. (Eds.) Seeking Success in E-Business DOI: 10.1007/978-0-387-35692-1

Maturity Model research in IS has been criticized for the lack of theoretical grounding, methodological rigor, empirical validations, and ignorance of multiple and non-linear paths to maturity. To address these criticisms, this paper proposes a novel set-theoretical approach to maturity models characterized by equifinality, multiple conjunctural ca...

Purpose – Whereas prior research has conceptualized and empirical investigated reinforcement and amplification mechanisms, this paper proposes a framework of power that captures the dynamic ways in which different forms of online political action is structured by disparate mechanisms. Design/methodology/approach – The paper derives a theoretical m...

The movement of robots from the production line to the service sector provides a potentially radical solution to innovate and transform public service delivery. Although robots are increasingly being adopted in service delivery (e.g., health- and eldercare) to enhance and in some cases substitute labour-intensive services, the public administration...

Maturity models have found increasing adoption and use in the IS research and IT practitioner communities. However, theoretically sound, methodologically rigorous and empirically validated maturity models are quite rare. This paper focus on the challenges faced during the development of maturity models through a literature review. Specifically, it...

Whereas digital technologies are often depicted as being capable of disrupting long-standing power structures and facilitating new governance mechanisms, the power reinforcement framework suggests that information and communications technologies tend to strengthen existing power arrangements within public organizations. This article revisits the 30...

Digitalisering af kommunikationen mellem borgerne og den offentlige sektor står højt på den politiske dagsorden for at realisere et muligt og stort besparelsespotentiale på driftsbudgettet samt sikre øget åbenhed, adgang og sikkerhed i kommunikationen. Udgangspunktet for undersøgelsen om svar, svartider og kvaliteten af svar på digitale henvendelse...

Udgangspunktet for vores undersøgelse om digital kommunikation med det offentlige er et positivt ståsted for så vidt angår den fremadrettede anvendelse af digitalisering. Vi deler således den normative målsætning udtrykt bl.a. i Regeringens, KLs og Danske Regioners 2015- digitaliseringsstrategi, at digitalisering af kommunikationen skal fremmes. Me...

Denne rapport sammenfatter hovedresultaterne af en undersøgelse gennemført i juni måned 2013 om besvarelse af e-mail og digital post i den statslige, regionale og kommunale sektor. Allerede med eDag3 1. nov. 2010 skulle alle myndigheder have oprettet en digital postkasse, som borgerne kunne skrive til. I denne undersøgelse sættes der fokus på mynd...

Purpose The objective of this paper is to investigate how webmasters within government bodies explain quality of websites. Despite the central position for advancing the communication, bridging usability tests and design, there are surprisingly few studies on how webmasters perceive, experience and explain website quality or design issues. Design/...

Bemærk: dette er et working paper.

Purpose The purpose of this paper is to explore the relationships between constructs of information system (IS) success in the public sector, as perceived by webmaster intermediaries, and investigate how user testing affects these relationships. Design/methodology/approach Online surveys were conducted, using questionnaires, with webmasters in Den...

The focus of this paper is to investigate measurement of website quality and user satisfaction. More specifically, the paper reports on a study investigating whether users of high-quality public websites are more satisfied than those of low-quality websites. Adopting a human–computer interaction perspective, we have gathered data from the 2009 publ...

The diffusion of social media is having profound impacts on the relationship between government and citizens in many areas of government service provision. In the area of healthcare the emergence of new venues of interaction between patients and between patients and doctors is challenging the government-established digital channels for healthcare s...

This chapter proposes a reorientation of the e-government maturity models by focusing on the activities rather than on the formal organizational structures and have the citizens as the key stakeholder for future e-government investments. We draw upon a discussion on the limitations of the popular e-government maturity model by Layne and Lee [1] inc...

Assessing e-government responsiveness is one of the major gaps in the currently dominant e-government maturity models. While we have a relatively large pool of models focusing on technological and organizational integration from a supply side perspective, measures of responsiveness of e-government systems from a user perspective are still lacking....

This paper addresses the frequency and costs of local government-citizen communication in five channels (physical meetings, postal mails, phone calls, e-mail and online self service. Considered to be among the advanced countries with regards to supply of e-services, our analysis shows a surprisingly low use of transactions in the Danish local gover...

Online applications and processing of tax forms, driver licenses, and construction permits are examples of where policy attention and research have been united in efforts aiming to categorize the maturity level of e-services. Less attention has been attributed to policy areas with continuous online citizenpublic interaction, such as in public educa...

This book constitutes the refereed proceedings of the Second International Conference on Electronic Government and the Information Systems Perspective, EGOVIS 2011, held in Toulouse, France, in August/September 2011. The 30 revised full papers presented were carefully reviewed and selected from numerous submissions. Among the topics addressed are a...

This paper presents a study on robot vacuum cleaning within the Danish public sector. Contrasting conventional images of robots as ineffective and technologically immature, we put forward the proposition that vacuum cleaning robots are at par with or better cleaning quality achieved by conventional vacuuming. Although the financial cost-benefit ana...

This paper analyzes the impacts of e-government as reported in 55 first-hand empirical peer-reviewed journal publications during the period 2003–2009, using a conceptual framework to identify ICT (information and communication technology) impacts on four domains within the public sector: capabilities, interactions, orientations and value distributi...

This paper presents a qualitative and quantitative study on the role of policies in Denmark and Germany in shaping the adoption of open standards and software in government. A comprehensive functionality test, surveys and interviews with suppliers and users in local authorities of both countries have been conducted, together with policy document an...

The uptake of online media in election campaigning is leading to speculations about the transformation of politics and cyber-democracy. Politicians running for seats in Parliament are increasingly using online media to disseminate information to potential voters and building dynamic, online communities. Drawing on an online survey of the Facebook n...

This paper presents the results of a survey on the opinions of Danish local government managers on the future use of IT after the merger of 271 municipalities into 100. Findings show that the highest expectations on the outcome of IT implementation are related to increased efficiency and to new and better ways to solve tasks. However, the high hope...

This paper maps the criteria used for measuring website quality in a range of Scandinavian web awards. In order to categorize the evaluation criteria we have used the DeLone and McLean Model, and findings show that there is a heterogeneous pattern of methods and criteria used. System quality aspects are mainly assessed by usability criteria, while...

The digitalization of health care services is a growing phenomenon that health care systems across the world are increasingly supporting to reduce public expenditure, provide better services, and increase patient satisfaction. This paper presents a study on the impact measurement of online consultations and the use of online health fora in Denmark....

European Commission funded research is driven by the objective of integrating excellent research in Europe by using public funding to gain momentum and sustainability. This paper presents the results of an analysis of the management patterns of 20 Networks of Excellence. Our analysis indicates an absence of business management competences in the pr...

The Danish companies are ahead of the US in B2C e-commerce. With the exception of Germany, Denmark is leading the group of 10 countries included in the survey data forming the basis for this report. The average global sample and countries as Germany is performing substantial better than Denmark on B2B on-line sales. Danish companies have high level...

This paper proposes a cost-benefit model for evaluating front-end e-government services. The citizens’ gains are estimated by calculating the citizens’ time savings multiplied with their salary earned. The administrative costs and benefits are measured by time savings and the corresponding savings in terms of staff salaries. By illustrating the mod...

Purpose – The purpose of this paper is first to present a case study where standardized case handling processes have been transferred from a manual system to an IT system, and then to demonstrate the implications of implementing an electronic records management system (ERMS) in an environment – the Punjabi province of Pakistan – which is unfamiliar...

Information Systems (IS) academics who have recently achieved professorial status often confess that their promotion process has been long, sometimes painful, occasionally unfair, and almost invariably political. Also, it is clear that the perceptions about promotion criteria vary across schools, countries and continents. This situation is particul...

A comprehensive analysis of 110 peer-reviewed journal papers published from 1998 to 2003 suggests that the conceptual domains and application areas covered by e-government research focus predominately on capabilities and interactions, whereas value distributions and policy orientations are largely ignored. Onwards, e-government research is more con...

A comprehensive analysis of 110 peer-reviewed journal papers published from 1998 to 2003 suggests that the conceptual domains and application areas covered by e-government research focus predominately on capabilities and interactions, whereas value distributions and policy orientations are largely ignored. Onwards, e-government research is more con...

The Technical Mobile Wave The Organizational Mobile Wave Challenging the Views on Information Technology Implications and Recommendations

A comprehensive analysis of 110 peer-reviewed journal papers published from 1998 to 2003 suggests that the conceptual domains and application areas covered by e-government research focus predominately on capabilities and interactions, whereas value distributions and policy orientations are largely ignored. Onwards, e-government research is more con...

Purpose – This paper aims to discuss the cost of e‐participation from the managerial perspective. Design/methodology/approach – The use of digital media to consult and engage citizens and companies in the decision‐making process is a way of improving the design and legitimatization of decisions, as well as potentially increasing the likelihood of...

The scope and diversity of electronic service developments by government agencies continues to grow. This growth has been a result of internal efficiency and reform movements within governments along with growing demand from the public for the benefits of new service modes and information access. As a result, the scope and diversity of research iss...

A comprehensive analysis of 110 peer-reviewed journal papers suggests that the conceptual domains and application areas covered by e-government research focus predominately on capabilities and interactions, whereas value distributions and policy orientations are largely ignored. Onwards, e-government research is more concerned with conceptualizing...

The article proposes a reorientation of the e-government maturity models by focusing IT applications to improve the core activities and bring end-users as the key stakeholders for future e-government investments. The proposed Public Sector Process Rebuilding (PPR) maturity model is an extension of the Layne and Lee model.

Business process reengineering, although initially developed for and within the private sector, is an approach that can form a valuable part of information age reform if it can transform the work processes of public sector organisations. Information technology (IT) has played a central role in reengineering. This chapter therefore describes many wa...

The paper argues that e-government literature has by large not infused New Public Management (NPM) literature or innovation studies on e-government. Rather, e-government literature has used relative simple frameworks and observations from the NPM and innovation studies and applied them in studies of e-government implementation. Based on a literatur...

Student involvement in the governance processes has in the case analyzed in this paper incorporated the internet for facilitating qualitative and quantitative evaluation of the teachers’ performances in class. The asynchrony evaluation ensures access, transparency, and accountability at the IT University challenging neo-institutional hypothesis on...

Complexity in information technology architectures and infrastructures, and an increasing need for executives to verify and secure value generation processes in private as well as public organisations, call for an increasing awareness and understanding of Corporate Governance in general and IT Governance in particular. The paper investigates how IT...

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Centralized government document infrastructure and a policy commitment to transform the tourism sector to a more vivid and efficient business sector works as drivers for implementing an online visa system in Bhutan. With only 10,000 visitors on a annual basis, Bhutan is nevertheless struggling to increase coordination and cooperation, interaction p...

e-Government holds the potential to facilitate the complementary use of information systems in government comprising both operational and strategic use. This paper argues that if this metamorphosis is to occur, managers are facing five key strategic challenges: 1) Assessing the demand paradox of e-government. 2) Ensuring that gate-keeping mechanism...

Danish banks have traditionally been in the absolute forefront globally as regards the automation and introduction of IT since the mid 60’ies. But when the e-commerce opportunities emerged in the late 90’ies, the majority of the Danish banks resisted the development. They saw no reason to be the prime movers in cannibalising their own key competiti...

Mere end to tredjedele af statslige styrelser, r�d og n�vn kommer ikke slutbrugeren i m�de p� nettet. Med sneglefart og en tilsyneladende modvillighed mod at tage fuldblods digitale l�sninger i anvendelse, synes styrelserne, r�d og n�vn at v�re opsat p� at g�re ydelserne s� l�ntunge som overhovedet muligt. Denne kontroversielle karakteristik kan v�...

Bhutan is in economic terms highly dependent of tourism. E-tourism is in this report assessed as a mean to maintain the current positive development in tourism and as a driver for extending tourism to new markets. Effective use of information, communication, distribution and transactions through the new media, such as the Internet, can lead to an i...

Brugerne af de danske uddannelsesinstitutionernes hjemmesider er slet ikke tilfredse. Bedst p� Nettet har gennem de sidste fem �r placeret institutionernes hjemmesider nederst, n�r det kom til b�de brugervenlighed og kvaliteten af betjeningen. Alligevel viser en helt ny unders�gelse fra CBS, at lederne af de selv samme institutioner endog er meget...

Intet abstract

E-government and Public Sector Process Rebuilding: Dilettantes, Wheelbarrows, and Diamonds provides an input to rebuild and improve the processes in which the public sector perform activities and interact with the citizens, companies, and the formal elected decision-makers. Through eleven chapters, the book emphasizes information systems (IS) as th...

In the past decade the notion that modern technology with the internet, mobile computing and enhanced communication technology at its heart, can transform the administrative procedures of government at all levels and at the same time enhance the democratic opportunities of all citizens, has taken hold. Many countries have rolled out extensive progr...

In this chapter we have argued that in some instances rational processes and implementation patterns for formal methods as the CBA to be applied. The CBA has its strength and weakness in its simplicity. Moving towards the organizing of activities through application of IT rather than moving toward organization of process through IT, the value of CB...

This chapter has addressed practical issues concerning the development of applications for government. We formulated our recommendations in four groups: 1) maturation of the organization, 2) technology and frameworks for government IT projects, 3) organization of software development projects, and 4) interaction with purveyors and consultants. We s...

This chapter has argued that a vital part of the PPR method is to map individual public employees to their individual users. This can help (re)build linkages between the financing, organizing, and implementing of public services. The six components of the activity clusters (content of the communication and work; the division of labor; formal and in...

DEXA 2005, the 16th International Conference on Database and Expert Systems Applications, was held at the Copenhagen Business School, Copenhagen, Denmark, from August 22 to 26, 2005. The success of the DEXA series has partly been due to the way in which it has kept abreast of recent developments by spawning specialized workshops and conferences eac...

Intet abstract

This article analyzes the way a series of recent policy statements have been used to promote and shape the take-up of e-commerce in Denmark. Issuing periodic policy statements, with a combination of direct and indirect modes of intervention, is one of the roads governments are taking to influence the evolutions of ICT. The policy statements present...

Based on a survey (n=392) of adoption of B2B e-commerce within the up-stream part of the Danish grocery sector value chain, this paper shows that technical-rational arguments and organizational readiness hold explanatory strength for adoption whereas the power and market perspective fails to explain adoption of e-commerce. Also, we found that facto...

This paper explores the body of e-government research surfaced during 1998-2003 in Web of Science and ProQuest. The search identified 158 scholarly papers. Using a classification model developed by Andersen and Danziger (1995), the predominately part of the research addresses improvements of services and products (72%), better data access (67%) and...

This paper addresses B2B e-commerce as a facilitator for enhancing agricultural export from Mianyang (China) to Europe. Computing an extended value chain for three crops, the MAXCROP model has identified key information lacks and prepared implementation of training and use of the model among the production companies and governmental employees.

The emergence of e-commerce in Europe is a fascinating policy study with key actors in all EU countries firmly assured that digitalization of the economy is the key to the magic kingdom of strong economic growth and the facilitation of global commerce. Moreover, the digital economy would require asserted policy responses to ensure that European job...

The chapter explores the role of institutional discourse on B2B e-commerce diffusion. Using the case of EDI in the Danish business environment, the analysis demonstrates a lack of active industry involvement and severe implications of the absence of large users in the policy forum for the national EDI-strategy. Government branches and business asso...

The chapter explores the role of institutional discourse on B2B e-commerce diffusion. Using the case of EDI in the Danish business environment, the analysis demonstrates a lack of active industry involvement and severe implications of the absence of large users in the policy forum for the national EDI-strategy. Government branches and business asso...