Public Computer Systems – a New Focus for Information Systems Research

“Public Computer Systems” (PCSs) are systems used in client–organisation encounters. The purpose of this paper is to provide a framework for discussing PCSs as tools in client–organisation communication.

To that end, a three-level analysis scheme for client–organisation encounters (COEs) and the potential role of PCSs as change agents for those encounters is suggested; the object level, discussing the elements of COEs, the functional level, discussing the role of PCSs as a tool for achieving changes in the functionality of the client–organisation interface, and the strategic level, discussing COE paradigms.

It is concluded that PCSs provide an important new focus for IS studies because they may be used to design new social fora and make for changed roles of clients and professionals, thus affecting the terms of the societal dialogue. It is suggested that the public sector has a special responsibility for this dialogue, and that therefore strategic level analysis, largely ignored so far, should be added to the agenda of public sector information system issues.