Digitisation is playing an increasingly important role in public organisations and influencing how policy is implemented. Digitisation is often seen as a neutral and technical process, but this research shows that digitisation is also strongly linked to public values. Digitisation processes reflect assumptions, interests and choices and can reinforce some values while others fade into the background. This thesis examines how digitisation relates to the prioritisation of public values within public organisations. It looks at a large-scale European digitisation project (EESSI) in three implementing organisations: the Tax and Customs Administration, the Social Insurance Bank and the Employee Insurance Agency. Based on 48 interviews with managers, support staff, IT specialists and implementers, an analysis was made of the values they consider important in their daily work and in digitisation processes. The results show that employees prioritise different values depending on their professional role and context. In digitisation processes, IT-related values are given higher priority, while values such as humanity and customisation become less visible. The relationship differs per professional group. The study concludes that digitisation is not a neutral process, but leads to shifts in public values. It is therefore important for organisations to consciously consider which values they want to reinforce and which may come under pressure as a result of digitisation.
Noortje Julia Hoevens obtained her Master's degree in Public Administration (specialising in Policy Advice) from Radboud University in 2020. In March 2026, she will obtain her PhD from the same university with a thesis on the relationship between digitisation and the prioritisation of public values within Dutch implementing organisations. During her academic career, she has published a book chapter and a scientific article on public values and digital co-production, among other things. She was also involved in the European Horizon 2020 project INTERLINK, which aims to facilitate cooperation between governments, businesses and citizens through digital systems. Since 2025, she has been working at the Institute for Public Values (IPW), where she conducts action research into complex social issues and contributes to practical solutions in the public domain.