Digital Transformation -- Data Science or Process Science? How to Promote the Next Digital Transformation in the Public Sector -- Digital Transformation Initiatives in Public Administration During the Covid-19 Pandemic in Brazil: Unveiling Challenges and Opportunities -- How to Redesign Government Processes for Proactive Public Services? -- Digital Services and Open Government -- Understanding Actor Roles in Inter-organizational Digital Public Services -- Perceived and Actual Lock-in Effects Amongst Swedish Public Sector Organisations when Using a SaaS Solution -- The Importance of ICT in Local Governments: Results from a Survey on the Characterization of the ICT Function in Portugal -- Beyond Substantive Goals - A Framework for Understanding Citizens Need and Goals in Bureaucratic Encounters -- eCommerce Platforms Evaluation Framework for Government -- Practitioners' Perceptions of Fitness to Task of a Leading Disaster Response Management Tool -- Open Data: Social and TechnicalPerspectives -- A Typology of Municipalities' Roles and Expected User's Roles in Open Government Data Release and Reuse -- A Digital Game to Learn about Open Data -- Ronda: Real-time Data Provision, Processing and Publication for Open Data -- The Potential of BOLD in National Budget Planning: Opportunities and Challenges for Kosovo -- Smart Cities -- Policy Recommendations for Promoting Touristic Attractivity from Local Government Perspective in Innovative Environments -- Understanding the Factors that Affect Smart City and Community Initiatives: Lessons from Local Governments in the United States -- The Social Representation of Smart Cities: A View from Brazil -- Trust Factors Affecting the Adoption of E-government for Civic Engagement -- Data Analytics, Decision Making, and Artificial Intelligence -- Applying Explainable Artificial Intelligence Techniques on Linked Open Government Data -- A Trustable and Interoperable Decentralized Solution for Citizen-centric and Cross-bordereGovernance: A Conceptual Approach -- Using Business Data in Customs Risk Management: Data Quality and Data Value Perspective -- Process Automation as Enabler of Prioritized Values in Local Government - A Stakeholder Analysis -- TLV-dissɣ: A Dissimilarity Measure for Public Administration Process Logs -- Towards a Framework for the Adaption of the Internet of Things in International Border Control Organizations.

This book constitutes the proceedings of the 20th IFIP WG 8.5 International Conference on Electronic Government, EGOV 2021, held in Granada, Spain, in September 2021, in conjunction with the IFIP WG 8.5 IFIP International Conference on Electronic Participation (ePart 2021) and the International Conference for E-Democracy and Open Government Conference (CeDEM 2021). The 23 full papers presented were carefully reviewed and selected from 63 submissions. The papers are clustered under the following topical sections: digital transformation; digital services and open government; open data: social and technical perspectives; smart cities; and data analytics, decision making, and artificial intelligence. Chapters "Perceived and Actual Lock-in Effects Amongst Swedish Public Sector Organisations when Using a SaaS Solution" and "Ronda: Real-time Data Provision, Processing and Publication for Open Data" are available open access under a Creative Commons Attribution 4.0 International License via link.springer.com.