Adopting the digital platform model for citizen services - proposed waves towards a government platform organization
Following the rise of digital platform models, governments also start deploying this model for certain citizen services such as employment, education, care, health, or social services. This paper presents an exploratory case study of VDAB, Flanders’ (BE) regional government agency for labour services and its journey in adopting a platform model for employment services to citizens. Research suggests a new wave of e-government evolution focusing on digital platform technology adoption and ecosystems to deliver citizen services. We observed the need for VDAB to adapt its IT governance approach as a critical driver for success. We come up with a suggested roadmap to describe VDAB's transition to a platform organization, linked to the waves of e-government evolution. We reflect on this using extant IT governance literature. Further research will focus on how governance of government platform models can be organized and what governance mechanisms can be employed for success.
Vanderbeken, Yves; Huygh, Tim; Bollen, Laury; and Helms, Remko W., "Adopting the digital platform model for citizen services - proposed waves towards a government platform organization" (2023). ECIS 2023 Research-in-Progress Papers. 12.