Adopting the digital platform model for citizen services: proposed waves towards a government platform organization

Yves Vanderbeken*, T. Huygh, L.H.H. Bollen, R.W. Helms

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference Article in proceedingAcademicpeer-review


Following the rise of digital platform models, governments also start deploying this model for certain citizen services such as employment, education, care, health, or social services. This paper presents an exploratory case study of VDAB, Flanders’ (BE) regional government agency for labour services and its journey in adopting a platform model for employment services to citizens. Research suggests a new wave of e-government evolution focusing on digital platform technology adoption and ecosystems to deliver citizen services. We observed the need for VDAB to adapt its IT governance approach as a critical driver for success. We come up with a suggested roadmap to describe VDAB's transition to a platform organization, linked to the waves of e-government evolution. We reflect on this using extant IT governance literature. Further research will focus on how governance of government platform models can be organized and what governance mechanisms can be employed for success.
Original languageEnglish
Title of host publicationECIS 2023 Proceedings
PublisherAIS Electronic Library
Number of pages10
Publication statusPublished - 2023
Event31st European Conference on Information Systems - Kristiansand, Norway
Duration: 13 Jun 202316 Jun 2023
Conference number: 31


Conference31st European Conference on Information Systems
Abbreviated titleECIS 2023
Internet address


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