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Communication Dans Un Congrès Année : 2020

Virtual Platforms for Government Services in COVID-19 and Beyond: A Sociomaterial Case Study of Passport Service in Ghana

John Effah
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Résumé

In the COVID-19 era, the use of virtual platforms to meet social and physical distancing requirements has become more important across the world. Before COVID-19, information systems research on virtual platforms had focused on born-digital organizations and virtual platformization of pre-digital organizations in the private sector. Not much research therefore exists on virtual platformization of government services, especially from the developing world. This study therefore investigates a virtual platformization initiative for passport service in Ghana and its performance under the COVID-19 lockdown and beyond. The findings show that the service could not be fully platformized to meet physical distancing requirements due to activities related to physical materials such as signature, stamps, and documents as well as non-platformized systems of collaborating institutions. The paper discusses these constraints and how they can be addressed to enable end-to-end virtual platformization of government services in COVID-19 and beyond.
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hal-03744793 , version 1 (03-08-2022)

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John Effah. Virtual Platforms for Government Services in COVID-19 and Beyond: A Sociomaterial Case Study of Passport Service in Ghana. International Working Conference on Transfer and Diffusion of IT (TDIT), Dec 2020, Tiruchirappalli, India. pp.150-161, ⟨10.1007/978-3-030-64861-9_14⟩. ⟨hal-03744793⟩
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