Introduction: encountering the intersections, implications and interventions of digital transformation
In recent years, governments around the world have embarked on major digital transformations of public-facing services. These transformations have been accompanied by promises of improved access, faster transaction times and ease of use (Clarke 2020; Mergel et al. 2019). From the early motto of ‘Simpler, clearer, faster’, used by the UK Government Digital Service on the GOV.UK website, to the prominence of the word ‘easy’ in the first iteration of the Danish digital identification service, NemID (easyID), the utopian promise of digital transformation has been front and center.
With many nation states ...
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