Title: Exploring success factors for developing citizen-centric digital public services - insights from a case study

Authors: Katrin Körner-Wyrtki; Christoph Buck; Anna Krombacher; Maximilian Röglinger

Addresses: FIM Research Center for Information Management, University of Bayreuth, Wittelsbacherring 10, 95444 Bayreuth, Bayreuth, Germany ' FIM Research Center for Information Management, Technical University of Applied Sciences, Alter Postweg 101, 86159 Augsburg, Germany; Centre for Future Enterprise, QUT Business School, Queensland University of Technology, Brisbane, Australia ' FIM Research Center for Information Management, University of Bayreuth, Bayreuth, Germany; Branch Business and Information Systems Engineering of the Fraunhofer FIT, Wittelsbacherring 10, 95444 Bayreuth, Bayreuth, Germany ' FIM Research Center for Information Management, University of Bayreuth, Bayreuth, Germany; Branch Business and Information Systems Engineering of the Fraunhofer FIT, Wittelsbacherring 10, 95444 Bayreuth, Bayreuth, Germany

Abstract: Digital technologies open opportunities to use e-government to increase service quality beyond statutory duties. However, most digital public services are not designed to be citizen-centred, i.e., personalised to the heterogeneous range of citizens' needs. Hence, public sector organisations do not tap the full service quality potential, and research and practice alike require guidance on developing citizen-centric digital public services (CCDPS). This article provides success factors for CCDPS development using an exploratory case study. Building on a deductively derived conceptual foundation on the success factors of information technology projects for public sector organisations, we conducted a 16-month case study investigating a German region's CCDPS development project. This led to the empirically compiled framework for CCDPS development, which comprises 18 success factors. Our work provides guidance and a blueprint for CCDPS development using the success factors from our exploratory case study.

Keywords: citizen-centric digital public service; CCDPS; digital service; e-government; requirements engineering; service innovation; success factors; IT project.

DOI: 10.1504/EG.2024.140777

Electronic Government, an International Journal, 2024 Vol.20 No.5, pp.591 - 620

Received: 01 Nov 2022
Accepted: 02 Oct 2023
Published online: 02 Sep 2024 *

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