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Bridging Identity Gaps-Supporting Identity Performance in Citizen Service Encounters

机译：缩小身份差距-支持公民服务遇到的身份性能

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摘要

This paper explores in situ citizen service encounters in government offices. Drawing upon ethnographically informed fieldwork in Canada and Denmark, we discuss the challenges to supporting citizens in constructing and performing identities in public service settings. Our data suggests that citizens make use of at least three strategies in their attempts to perform the appropriate identities needed to "fit within the system" in specific encounters with government. There exists a strong correlation between citizens' ability to perform identities that are compatible with the bureaucratic administrative processes and the quality and swiftness of the service they receive. As we bring to light in this paper, this "fitting in" with rigid bureaucratic procedures and IT systems interestingly requires a substantial collaborative effort between the receiver(s) of the service and a complex constellation of surrounding stakeholders and intermediaries. This collaboration and the performing of multiple identities raises challenges for the design of e-government systems aimed at supporting physical and digital citizen service provision, as well as issues regarding privacy, citizenship, and public service quality. Lastly, we turn to a discussion of how the established identity gaps can be addressed through design. Information and communication technologies as well as face-to-face encounters have an important role to play in the building of an interface to government. Here, it is paramount to consider the context in which people and systems must function in order to meet the need for dynamic identity performance.
机译：本文探讨了在政府办公室中就地公民服务的遭遇。借助加拿大和丹麦在民族志方面的实地调查，我们讨论了在支持公民在公共服务场所构建和表现身份方面所面临的挑战。我们的数据表明，公民在尝试与政府的特定交往中表现出“适应系统”所需的适当身份时，至少会使用三种策略。公民执行与官僚行政程序兼容的身份的能力与他们所获得的服务的质量和迅速性之间存在密切的关联。正如我们在本文中所揭示的，有趣的是，这种“适应”严格的官僚程序和IT系统需要服务接收者与周围利益相关者和中介机构之间的大量协作。这种协作和多种身份的执行给旨在支持物理和数字公民服务提供以及有关隐私，公民身份和公共服务质量问题的电子政务系统设计提出了挑战。最后，我们将讨论如何通过设计解决已建立的身份差距。信息和通信技术以及面对面的交流在建立与政府的联系方面发挥着重要作用。在这里，考虑人员和系统必须起作用才能满足动态身份性能需求的上下文至关重要。

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