The impact of digitization on the management of administrative procedures : The case of building permits’

Information Technology and Communication provide public administrations new ways to meet their users’ needs. At the same time, e-Government practices support public sector in improving the quality of service provision and of its internal operations. My thesis discusses the impacts of digitalization on the management of administrative procedures. The theoretical framework and the research model that will be used in this study help me tackle the question of how digitalization transforms administrative procedures as, for example, in terms of time and roles. The multiplicity of institutions involved in issuing building permits led me to consider this administrative procedure as a very interesting case study. An online survey was first addressed to Swiss civil servants to explore the field. I am currently undertaking an in-depth case study of the building permits procedures in three Swiss Cantons.