Public Service Intelligence: evaluating how the Public Sector can exploit Decision Support Systems

This paper aims at exploring how ICTs can improve decision-making processes and subsequently service performances in public sector services. The authors focus on a specific class of Information Systems: Decision Support Systems (DSS) and Business Intelligence (BI). The research presented will lay the ground for investigating how the impact of these technologies on public services can be evaluated. The paper identifies the key factors influencing BI and DSS adoption and value generation in the public sector, focusing on a literature review. Furthermore, drawing on the identified key factors, the paper proposes a framework with the aim of identifying specific public service sectors where BI and DSS adoption could provide effective results.