Performance monitoring and accountability through technology: E-government in Greece

Petrakaki, Dimitra I, Hayes, Niall and Introna, Lucas D (2008) Performance monitoring and accountability through technology: E-government in Greece. In: 41st Annual Hawaii International Conference on System Sciences (HICSS), 8-10 January, 2008, Big Island, Hawaii.

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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 staff's concerns and are likely to encourage irresponsible and unaccountable practices. Keywords: Performance monitoring technology, accountability, e-government, discretion.

Item Type: Conference or Workshop Item (Paper)
Schools and Departments: School of Business, Management and Economics > Business and Management
Subjects: H Social Sciences
Depositing User: Dimitra Petrakaki
Date Deposited: 06 Feb 2012 21:21
Last Modified: 20 Jun 2016 13:57
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