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Performance monitoring and accountability through technology: E-government in Greece
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posted on 2023-06-08, 09:46 authored by Dimitra PetrakakiDimitra Petrakaki, Niall Hayes, Lucas D IntronaThe paper provides an account of the likely consequences that performance monitoring systems have on public service accountability. The research draws upon an in-depth empirical study on Citizens Service Centres, one of the biggest projects of the Greek e-government strategy. Specifically, we outline the rationale for introducing performance monitoring technology in Citizens Service Centres, the use the central government ministry made of the system and the ways in which Citizens Service Centre staff responded to such performance monitoring. Drawing upon studies on e-government and the critical literature on performance monitoring systems, we argue that performance monitoring technology is a limited tool for ensuring accountability. This is due to the effects of the monitoring and performance standards, which increase staff's concerns and are likely to encourage irresponsible and unaccountable practices. Keywords: Performance monitoring technology, accountability, e-government, discretion.
History
Publication status
- Published
Publisher
IEEE Computer Society PressPage range
208-208Presentation Type
- paper
Event name
41st Annual Hawaii International Conference on System Sciences (HICSS)Event location
Big Island, HawaiiEvent type
conferenceEvent date
8-10 January, 2008ISBN
0769530753Department affiliated with
- Management Publications
Full text available
- No
Peer reviewed?
- Yes
Legacy Posted Date
2012-02-06Usage metrics
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