Bernt Krohn Solvang
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5 ANALYSES
Possible effects of IT maturity and freedom of choice:
5.1 On the roles
We used five indicators to define the types of roles in our three organizations. The administrative
leaders answered the following five questions:
1. How would you describe the role of the servants (the expectations the clients have of the
employee and the expectations the employee has of himself)?
2. To what degree have the clients experienced problems because rules made the service
less flexible?
3. To what degree would you characterise the staff as bureaucratic?
4. To what degree would you say the service production is based on professional standards?
5. To what extent is the service characterised as a service arena with high degree of power
to the employees?
Effects on the roles
According to interviews with the administrative leaders the two cases with the highest IT maturity
have partially more active users. In the private case, TET, they have a deliberate policy of inviting
users to participate in the service production. The PB policy is not that intentional, but the professional
users are included in the process of service production in dialogue with the public servant.
Most of the roles are varied, covering more than one aspect.
In the building projects field the PB bureaucrats also act as mediator. The users also influence the
roles in this organisation. When professional users appear, the servant role shifts to a dialogue form of
communication with a higher degree of mediator in the role. With individual amateurs as users the
employee role is more bureaucratic, seeing the user as a client.
In the child welfare organisation the servant’s roles are in conflict. These conflicts appear when
the servant simultaneously performs two roles: both helper and controller. The field of helping parents
is characterised as a service arena (Bleklie, 1997) where the servant has power and authority. Here the
users have the role as clients. The servant roles in the other two fields, foster home and preventive
work, are both bureaucratic and professional, and bureaucratic with dialogue.
The bureaucratic role is not only present in our two public cases, but also in the private case, TET,
and their field of E- commerce. In this field, contracts have been made. In the E-commerce field,
however, the role is much more bureaucratic since the contract agreed upon sets the limitations for
further actions. Further dialogue is based on this contract. A bureaucratic role in this field means
sticking to the contract. But in TET, the privatised organisation, the normal role is a delivery role, that
of a problem solver and of a process leader. Some of the expected effects of IT maturity are that the
servants’ role will become more service-oriented and the users will be more active and professional.
Consequently, with the exception of the contracts linked to the E- commerce field, it seems that
TET, with high IT maturity and higher degree of freedom of choice, to a higher extent than the other
two public cases, have roles implying service and problem solving for their users.
5.2 Effects on the form of communication
Our research question asked whether the form of communication between the servant and the user
took place as a dialogue as the IT maturity and freedom of choice increased.
We have two indicators of the dialogue form of communication.
1. When you consider the communication the servants usually have with the users, to what
extent would you say it is a balanced dialogue?
2. Do you think increased use of IT solutions could result in increased degree of dialogue in
the communication or don’t you think increased IT use will have any such effects?
Question 1(A balanced dialogue?)
The administrative leaders are answering.
Our data show the dialogue form of communication in different service arenas in our three cases
regardless of IT maturity. The variation in the communication forms seems more influenced by the
structure of power between the servant and the user than by the IT maturity in the service arena. The
dialogue form seems to imply higher degree of equality between the servant and the user than what we
find in parts of the local authority administration.
We find the dialogue form of communication in the planning areas in PB, in the building service
arena in TET and in the foster home arena in CW.