Jessica Iacobbe

E-government in Finland and the Innovation in Public Administration: E-government in Finland, the Innovation in Public Administration and the Delivery of High Quality Online Public Services Jessica Iacobbe

This book is addressed to people who want tho know more about the Innovation in Public Administration and why Finland is one of the leading countries for its innovative, efficient and ?light? Public Administration and one of the most advanced E-government models in the world. In this book, the author analyzes the features of Finnish Public Administration, laws, Strategies and Government programs that allowed to promote an efficient and ?light? Government, based on the principles of New Public Management (NPM) and budgeting by results. Moreover, She wanted to insight the evolution of E-government from Fifties till today. She also analyzed two e-government services considered best practices that had received a lot of awards in Finland: the online taxation service Verokortti Verkossa and the online education service Opintoluotsi. The author interviewed citizens in important tax offices in Finland (Helsinki, Tampere, Vaasa and Lahti) to know customer satisfaction for the e-service Verokortti Verkossa. She also interviewed students to know their satisfaction on the use of e-service Opintoluotsi (in terms of performance, utility, usability, accessibility, interactivity)