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When e-Government is Opposed by
Unwilling Clients; Case Studies on e-Enforcement
Marieke Koopmans-van Berlo and Hans de Bruijn
Faculty of Technology, Policy & Management, Delft University of
Technology, The Netherlands,
mariekek@tbm.tudelft.nl,
j.a.debruijn@tbm.tudelft.nl |
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Abstract:
e-Enforcement is the use of electronic tools in law enforcement. We
examined the consequences of using two forms of e-Enforcement for several
aspects in the relation between government and inspectees: weigh-in-motion
and the digital tachograph. Inspectees are ‘obligated clients’ of
enforcement. They usually do not appreciate government enforcement and
have strong incentives for ‘strategic behaviour’ or ‘game playing’. Our
research shows that, contrary to our expectations, e-Enforcement does not
reduce all strategic behaviour and in fact even stimulates some new forms
of it. However, e-Enforcement turns out to be successful when embedded in
interaction processes and when providing added value for the inspectees.
Keywords:
digital/electronic/e- government, automated/electronic/e- enforcement,
customer, client, strategic behaviour, public sector, transport,
weigh-in-motion, tachograph |
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