Privacy in e-government 2.0. The case of Utrecht

As local e-governments are transitioning towards the model of e-government 2.0, they are increasing their technological capabilities for collecting and analyzing data, making privacy issues become more apparent. Little scientific attention has been given to the privacy complications of e-government 2.0, and it mostly aimed at the benefits of the concept. Document analysis, interviews and participant observations are performed to determine how privacy is managed within Utrecht’s e-government 2.0 design. The analysis shows that two recurring dimensions have played a crucial role in protecting citizens’ privacy: awareness and transparency. Awareness embodies a conscious state of mind, is especially important with respect to the components of framework and data. Since e-governments operate in a digital context, perfect security does not exist. As mistakes are inevitable, the dimension of transparency represents the idea that trust of citizens’ has to be maintained by being open about mistakes. In addition, when e-governments are transparent about which data is collected and for which purpose, privacy concerns among citizens will be reduced. The largest threat to privacy in Utrecht’s e-government 2.0 is (a lack of) information security. Local municipalities, such as Utrecht, have the weakest information security of all government institutions, making them vulnerable to attacks from outside. However, the data of Utrecht’s e-government remains relatively unprofitable for hackers, making the chances of specified hacks unlikely. This thesis has shown that in Utrecht’s transition towards e-government 2.0, privacy has obtained a more pivotal role by incorporating awareness and transparency.