Policymakers’ Perceptions on the Citizen Participation and Knowledge Sharing in Public Sector Delivery

  • Manuel Pedro Rodríguez BolívarEmail author
Part of the Public Administration and Information Technology book series (PAIT, volume 15)


Public agencies are being pressured for innovation, driving service delivery towards a more personalized, outcome-driven, participative, efficient, and collaborative model. In this regard, social media has been told to be a potential powerful tool to support public engagement, intended as the improvement of public services and the establishment of relationships between government and citizens based on information sharing and dialogue. This chapter captures the perception of policymakers responsible of strategies for e-government in local governments with the aim at analyzing the following research questions: (a) Do policymakers think that Web 2.0 technologies promote the effective involvement of citizens in the improvement of public sector services? (b) Do policymakers think that Web 2.0 technologies promote the technological innovation in public services? and (c) Do policymakers think that Web 2.0 technologies promote the sharing knowledge needed to improve public sector services? To answer these research questions, an e-survey was sent to policymakers responsible of strategies for e-government in large Spanish local governments. Findings indicate that policymakers are prone for using Web 2.0 technologies to engage citizens in the process of public services delivery, but only making suggestions through consultations. No co-production or technological innovation is expected from citizens because they are expected to play a passive role more than an active one.


Local Government Public Service Technological Innovation Citizen Participation Public Service Delivery 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.



This research was carried out with financial support from the Regional Government of Andalusia (Spain), Department of Innovation, Science and Enterprise (Research project number P11-SEJ-7700).


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© Springer International Publishing Switzerland 2016

Authors and Affiliations

  1. 1.Department of Accounting and Finance, Faculty of Business StudiesUniversity of GranadaGranadaSpain

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