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Does digitally induced task integration improve user outcomes?
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DOI：10.1080/14719037.2025.2536696.png)
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Driven by digital transformation, task integration across and within different organizations eases recipients’ access to service delivery. Applied to the case of the Employment and Welfare Plus Center (EWPC) in South Korea, this study examines how digitally induced task integration into a one-stop shop relates with user outcomes. By using a two-way fixed estimator, the study finds one-stop shops do not relate with better user outcomes. EWPC may face goal conflicts or user high expectations of jobs connected from services, leading to worse outcomes. Our study provides empirical evidence that digitally induced task integration does not guarantee improved public services.
Keyword:
Task integration
digitally-induced changes
two-way fixed effects
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