Governance and Online Service Delivery: The Danish Case

ICT enabled public sector reform and service delivery is actively researched in both classical Public Administration, Information System Management, and eGovernment literature. Multiple studies, research projects, and benchmarking efforts nonetheless highlight gaps in the current literature, not least in the eGovernment maturity models. Research points to a limited understanding of public service delivery technology as well as the role of governance, cross-governmental decision making, and cooperation when introducing ICT solutions and online services to citizens. Summarising the weaknesses, this article develops a qualitative multi-country case study methodology and applies it to Denmark. Initial findings highlight the strength of the Danish cross-governmental and consensus seeking approach to eGovernance. The article concludes with suggestions for an adapted methodology and aspects requiring further research.