Technologies adopted by the public sector have transformed the work practices of employees in public agencies by creating different means of communication and decision-making. Although much of the recent research in the future of work domain has concentrated on the effects of technological advancements on public sector employees, the influence on work practices of external stakeholders engaging with this sector remains under-explored. In this paper, we focus on a digital platform called OneStop which is deployed by several building departments across the U.S. and aims to integrate various steps and services into a single point of online contact between public sector employees and the public. Drawing on semi-structured interviews with 22 stakeholders, including local business owners, experts involved in the construction process, community representatives, and building department employees, we investigate how this technology transition has impacted the work of these different stakeholders. We observe a multifaceted perspective and experience caused by the adoption of OneStop. OneStop exacerbated inequitable practices for local business owners due to a lack of face-to-face interactions with the department employees. For the public sector employees, OneStop standardized the work practices, representing the building department's priorities and values. Based on our findings, we discuss tensions around standardization, equality, and equity in technology transition, as well as design implications for equitable practices in the public sector.

翻译：公共部门采用的技术通过创建不同的沟通与决策方式，改变了公共机构员工的工作实践。尽管近期关于未来工作领域的研究多集中于技术进步对公共部门员工的影响，但技术对于与该部门互动的外部利益相关者工作实践的影响仍未得到充分探索。本文聚焦于一个名为OneStop的数字平台，该平台由美国多个建筑部门部署，旨在将多个步骤和服务整合为公共部门员工与公众之间的单一在线接触点。通过对22位利益相关者（包括本地企业主、建筑流程相关专家、社区代表和建筑部门员工）进行半结构化访谈，我们研究了这一技术转型如何影响了这些不同利益相关者的工作。我们发现，OneStop的采用引发了多方面的观点和体验：由于缺乏与部门员工的面对面互动，OneStop加剧了本地企业主面临的不公平实践；对公共部门员工而言，OneStop标准化了工作实践，体现了建筑部门的优先事项和价值观。基于研究结果，我们讨论了技术转型中标准化、平等与公平之间的张力，以及对公共部门公平实践的设计启示。