Navigating digital encounters : insights from frontline professionals on public service delivery
Kirjavainen, Hanna; Jalonen, Harri (2025-01-28)
Emerald
28.01.2025
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi-fe2025020510252
https://urn.fi/URN:NBN:fi-fe2025020510252
Kuvaus
vertaisarvioitu
© Hanna Kirjavainen and Harri Jalonen. Published by Emerald Publishing Limited. This article is published under the Creative Commons Attribution (CC BY 4.0) licence. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode
© Hanna Kirjavainen and Harri Jalonen. Published by Emerald Publishing Limited. This article is published under the Creative Commons Attribution (CC BY 4.0) licence. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this licence may be seen at http://creativecommons.org/licences/by/4.0/legalcode
Tiivistelmä
Purpose
Digitalization is transforming public service delivery, potentially increasing efficiency and availability but risking excluding vulnerable people with weak digital skills. Despite technological advances, frontline professionals remain a crucial element of service value creation, as many services require human interaction, even if it is digitally mediated. This study surveys frontline professionals to capture their experiences and assess whether digital encounters meet their clients’ needs.
Design/methodology/approach
The dataset comprises 15 interviews with professionals assisting migrant clients. The data were analysed using abductive thematic analysis, utilizing viewpoints about the digital divide and digital public services from previous literature.
Findings
The study emphasizes three pivotal elements inherent in digital public encounters with migrant clients: (1) a high administrative burden due to clients’ weak technological competency, Finnish skills and knowledge of the local public service system, (2) the importance of interpersonal trust and (3) the shifting and pressurized role of the professional.
Originality/value
The main novelty of this study lies in illustrating that administrative burden and trust are interconnected. This study contributes to public management research by enhancing the understanding of digital public service development. It provides crucial insights from frontline professionals, which could pave the way for applying technology to public services to benefit all citizens, including vulnerable populations.
Digitalization is transforming public service delivery, potentially increasing efficiency and availability but risking excluding vulnerable people with weak digital skills. Despite technological advances, frontline professionals remain a crucial element of service value creation, as many services require human interaction, even if it is digitally mediated. This study surveys frontline professionals to capture their experiences and assess whether digital encounters meet their clients’ needs.
Design/methodology/approach
The dataset comprises 15 interviews with professionals assisting migrant clients. The data were analysed using abductive thematic analysis, utilizing viewpoints about the digital divide and digital public services from previous literature.
Findings
The study emphasizes three pivotal elements inherent in digital public encounters with migrant clients: (1) a high administrative burden due to clients’ weak technological competency, Finnish skills and knowledge of the local public service system, (2) the importance of interpersonal trust and (3) the shifting and pressurized role of the professional.
Originality/value
The main novelty of this study lies in illustrating that administrative burden and trust are interconnected. This study contributes to public management research by enhancing the understanding of digital public service development. It provides crucial insights from frontline professionals, which could pave the way for applying technology to public services to benefit all citizens, including vulnerable populations.
Kokoelmat
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