This research examined the often-invisible philanthropic work that goes into making e-government systems function. Our research followed the rollout of an online application for supplemental nutrition assistance from multiple perspectives, including workers from numerous nonprofit organizations who serve as social and technical liaisons for new applicants as well as workers from the social services offices who eventually evaluate those applications.
This research was conducted in collaboration with Lynn Dombrowski, Gillian Hayes, and Melissa Mazmanian (UC Irvine).
Selected Relevant Publications:
Voida, A., Dombrowski, L., Hayes, G.R. & Mazmanian, M. (2014). Shared values/conflicting logics: Working around e-government systems. In Proceedings of the ACM SIGCHI Conference on Human Factors in Computing Systems (CHI 2014). Toronto, ON, Canada, April 26–May 1. New York: ACM Press, pp. 3583-3592. [CHI Best Paper Award Nominee]
Dombrowski, L., Voida, A., Hayes, G.R. & Mazmanian, M. (2012). The social labor of service mediation: A study of the work practices of food assistance outreach. In Proceedings of the ACM SIGCHI Conference on Human Factors in Computing Systems (CHI 2012). Austin, TX, May 5–12. New York: ACM Press, pp. 1977–1986.
Dombrowski, L., Hayes, G.R., Mazmanian, M. & Voida, A. (2014). E-government intermediaries and the challenges of access and trust. ACM Transactions on Computer-Human Interaction, 21(2), Article 13.