Performance Monitoring and Accountability through Technology: E-government in Greece.
Abstract
The 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 staffs concerns and are likely to encourage irresponsible and unaccountable practices.Citation
In: Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS-41), 7-10 Jan 2008. Manoa: Hawaii, University of Hawaii, p.208.Additional Links
http://ieeexplore.ieee.org/xpl/freeabs_all.jsp?arnumber=4438912Type
Conference contributionLanguage
enISSN
15301605ISBN
978-0-7695-3075-8ae974a485f413a2113503eed53cd6c53
10.1109/HICSS.2008.346