Public Services 2.0: The Impact of Social Computing on Public Services

The report gives an overview of the main trends of Social Computing, in the wider context of an evolving public sector, and in relation to relevant government trends and normative policy visions within and across EU Member States on future public services. It then provides an exhaustive literature review of research and practice in the area of Social Computing and identifies its key impact areas in the public sector. Evidence from the study indicates that Social Computing technologies, applications and values have already been adopted in many areas of government activity. Social Computing affects several aspects of public service, related to both the front office (citizen-government relations) and the back office activities of public administrations. Social Computing is leading to new forms of ICT-enabled participation, capable of enhancing users social awareness and involvement. Social Computing is also transforming relationships and ways of working within and between public sector organizations and opens the way to innovative service delivery mechanisms.