Purpose

This study aims to explore under which institutional and organizational conditions the national e-government reform efforts of EU member states lead to very high availability of e-services.

Design/methodology/approach

Following e-government literature of information systems and public administration research, this study applies an analytical framework encompassing characteristics of the national politico-administrative system (state structure, government capacity, managerial innovation orientation and civil service system) to understand why a common policy framework does not lead to convergence but great variety in the degree of e-service availability. A comparative case study approach using fuzzy set qualitative comparative analysis (fsQCA) is applied to systematically compare e-service availability in the former 28 EU member states.

Findings

Three configurations of sufficient conditions are identified: government capacity in conjunction with either bureaucratic human resource practices, centralized state structure or managerial innovation orientation. Three country clusters are derived: effective bureaucrats, effective centralists and effective managers.

Originality/value

The results demonstrate the importance of administrative effectiveness for the digital transformation. Rather than mimicking best practices, countries are advised to learn from better performing countries that are most similar in terms of institutional and organizational characteristics of the politico-administrative system.

中文翻译：

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电子服务可用性的三种途径：欧盟成员国之间的模糊集定性比较分析

目的

本研究旨在探讨在何种制度和组织条件下，欧盟成员国的国家电子政务改革努力会导致电子服务的高可用性。

设计/方法/方法

根据信息系统和公共行政研究的电子政务文献，本研究应用包含国家政治行政系统特征（国家结构、政府能力、管理创新导向和公务员制度）的分析框架来理解为什么一个共同的政策框架不会导致趋同，而是导致电子服务可用性程度的巨大差异。使用模糊集定性比较分析 (fsQCA) 的比较案例研究方法被应用于系统地比较前 28 个欧盟成员国的电子服务可用性。

发现

确定了三种充分条件的配置：政府能力与官僚人力资源实践、中央集权国家结构或管理创新导向相结合。衍生出三个国家集群：有效的官僚、有效的中央集权者和有效的管理者。

原创性/价值

结果证明了行政效率对数字化转型的重要性。与其模仿最佳做法，不如建议各国向在政治-行政系统的制度和组织特征方面最为相似的表现较好的国家学习。