Current problems with the digitalisation of public services in the Canton Bern

This thesis investigates the barriers in the digitalisation effort within the Canton Bern and proposes a new method, how public officials can be supported in identifying and addressing such barriers. For this a Design Science Research approach was used, based on literature review and empirical data collected from domain level experts in semistructured interviews. Based on this data specific requirements and barriers, a diagnostic framework to support the public officials was developed.

Oester, Lukas, 2025

Type of Thesis Master Thesis
Client
Supervisor Schlick, Sandra
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The digitalisation of public services is often a frustrating experience for citizens and while progress is being made, it seems to often slow and insufficient. The problems are often complex and extend beyond technical implementations to cultural or organisational factors. And while the existing literature discusses barriers to the digital transformation in the public sector, it remains fragmented and depends on sector specific information.
The diagnostic framework is structured along the five core dimensions Project Governance, Change Management, Architecture, Data Governance and Organisation. It is design as a qualitative, non-prescriptive tool and can be adapted to context specific situations. It is designed to support a structured identification and reflection of relevant barriers.
The results indicate that the diagnostic framework provides a method that supports the public officials in recognising and addressing such barriers. The framework has not been empirically tested, but offers a foundation for future research or applications in a similar context.
Studyprogram: Business Information Systems (Master)
Keywords
Confidentiality: öffentlich
Type of Thesis
Master Thesis
Authors
Oester, Lukas
Supervisor
Schlick, Sandra
Publication Year
2025
Thesis Language
English
Confidentiality
Public
Studyprogram
Business Information Systems (Master)
Location
Olten