Paper Type

Complete

Abstract

E-government can support socioeconomic development by digitizing public services to improve access, efficiency, and inclusion. Yet “success” is often judged too narrowly unless value is considered acrosss takeholders. This paper examines StudyLand, an automated international admissions platform that operates as a hybrid, digital government service enabling cross-border access to Polish higher education. Drawing on a single-case study of the platform’s five-stage workflow, we examine how automation reshapes administrative support tasks traditionally handled by universities. The findings show that e-inclusion is enabled through two main mechanisms, namely standardized digital intake that reduces procedural and informational barriers, and automation combined with human guidance that helps applicants navigate unfamiliar cross-border requirements. The case also points to value outcomes, including faster processing, smoother coordination, and broader applicant reach, while revealing governance tensions related to transparency, accountability, and dependency on intermediaries. We contribute by showing how e-inclusion can be produced through hybrid digital government arrangements beyond formal state portals.

Paper Number

1348

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SIG E-GOV

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Aug 15th, 12:00 AM

Automating Digital Government for e-Inclusion: Case of International Admissions Platform ‘StudyLand’

E-government can support socioeconomic development by digitizing public services to improve access, efficiency, and inclusion. Yet “success” is often judged too narrowly unless value is considered acrosss takeholders. This paper examines StudyLand, an automated international admissions platform that operates as a hybrid, digital government service enabling cross-border access to Polish higher education. Drawing on a single-case study of the platform’s five-stage workflow, we examine how automation reshapes administrative support tasks traditionally handled by universities. The findings show that e-inclusion is enabled through two main mechanisms, namely standardized digital intake that reduces procedural and informational barriers, and automation combined with human guidance that helps applicants navigate unfamiliar cross-border requirements. The case also points to value outcomes, including faster processing, smoother coordination, and broader applicant reach, while revealing governance tensions related to transparency, accountability, and dependency on intermediaries. We contribute by showing how e-inclusion can be produced through hybrid digital government arrangements beyond formal state portals.