Electronic Government, an International Journal (24 papers in press)

Regular Issues

• Understanding e-Government readiness and practices from the lens of behavioural and organisational change theories: a case of intelligence-led policing (ILP)  
  by M. Ibrahim Mohammed Ibrahim Alblooshi, Erne Suzila Kassim 
  Abstract: Intelligence-led policing (ILP), as part of an electronic government initiative, has become policing institution’s central component towards safeguarding public safety and security. ILP requires changes to broad range of organisational aspects and acceptance. Hence, the research was conducted to identify how organisational change and human factors affect the ILP readiness, and to examine the linkage between practices and policing effectiveness. We conducted a survey with police intelligence officers of the Abu Dhabi Police (ADP). The findings suggest readiness of change is the key to ILP practices, and the readiness is determined by officers’ attitude, climate of change and process of change. More importantly, ILP is an important component of policing effectiveness, with organisational strategy and human factors as important antecedents. Therefore, the findings have shed some lights on the critique of the government structural reluctant of the traditional police culture in accepting changes towards electronic inventiveness.
  Keywords: electronic government; electronic government readiness; intelligence-led policing; ILP; Abu Dhabi Police; ADP; policing; organisational change.
  DOI: 10.1504/EG.2024.10062466
   
  
• Partisan politics and the impact on corporate tax fees  
  by James S. White, Barbara S. White, Sherwood L. Lambert 
  Abstract: This study evaluates tax service fees from 2003 to 2020, considering the impact of partisan politics on the level of fees paid. We review the major tax provisions as they impact the level of corporate taxation and the potential cost of tax minimisation strategies. The results find that the lowest average yearly tax fees occurred (2017-2020) after Republican President Trump enacted a major reduction in corporate tax rates to 21% from 2017 to the present. During Republican President Bush’s last six years (2003-2008), the average yearly tax fees were higher than during Democratic President Obama’s eight-year term (2009-2016). The results suggest that while the political party and the partisan nature of tax policy would seem to impact the costs for tax services, the largest impact comes from actions taken by specific presidents in tax policy.
  Keywords: corporate tax rate; tax policy; tax fees; partisan politics; tax provisions; political party.
  DOI: 10.1504/EG.2024.10062634
   
  
• Neighbourhood councils’ use of social media and citizen engagement during a crisis situation using the example of the COVID-19 pandemic  
  by Krzysztof Janc, Wojciech Jurkowski 
  Abstract: This study examines local neighbourhood councils' use of social media as well as citizen engagement during crisis situations. The aim is to answer the questions: what content is published by neighbourhood councils? How is engagement with posted content shaped by its subject matter? How has it evolved over time? The study's reference point is the emergence and proliferation of the COVID-19 pandemic, which may be treated as a global crisis situation. The analysis was conducted based on neighbourhood councils Facebook profiles in one of the largest Polish cities Wroclaw. Neighbourhood councils are grounded in their neighbourhood, and therefore are able to act more effectively as an information transmitter and broker. They serve as a platform for neighbourhood residents activity, representing their interests in the city arena. The most important finding is that information on this crisis situation was the centre of local communities' attention for only a short period of time. The research results show that from the perspective of neighbourhood councils and their constituencies, i.e., residents, content closely related to their immediate surroundings was the most important and was characterised by the greatest engagement.
  Keywords: social media; crisis situation; neighbourhood councils; COVID-19 pandemic.
  DOI: 10.1504/EG.2024.10062889
   
  
• Social media integrated mobile government adoption model: investigating adoption behaviour in Karnataka's smart cities  
  by Sunith Hebbar, K.B. Kiran 
  Abstract: Digital transformation like m-government and social media (SM) plays an ornamental role in boosting government services and supports smart city mission. However, the public’s dissatisfaction with government’s use of SM and lower adoption of m-government, necessitates more research into citizens’ perspective on these. Hence, the study integrates diffusion of innovation and uncertainty reduction theories with SM-influence and few external variables to analyse people’s usage-intention in Karnataka’s smart cities. The questionnaire survey yielded 1444 citizen responses, which were statistically tested using PLS-SEM. The factors relative advantage, compatibility, facilitating condition, and trust were proved significant. Also, importance of being aware of specific aspects like relative advantage and compatibility (mediators), is proved vital. Information quality and transparency were found critical in enhancing trust and thereby impacting usage-intention. Finally, SM is proven significant in strengthening trust, transparency, social influence, image and awareness. The discussions and research implications are expanded upon in this paper.
  Keywords: m-government; social media; diffusion; innovation; uncertainty reduction; quality; behavioural intention.
  DOI: 10.1504/EG.2024.10062892
   
  
• CBDC as a means of payment and its implications for tax administrations  
  by Lara Dourado Vasconcelos Nascimento, Paulo Caetano Da Silva, Daniel Jose Diaz, Clovis Belbute Peres 
  Abstract: Cryptocurrencies and central bank digital currencies (CBDCs) are leading a new phase on the increasing money digitalisation trend. However, unlike credit cards and other well established digital payment services and solutions, digital currencies bring new and complex challenges for the economies, including legal and regulatory implications. Private cryptocurrencies such as Bitcoin have impacted the financial system primarily as a speculative trading instrument. However, with the emergence of central bank digital currencies, the digital money has the potential to revolutionise the payment system, since their features can assure the stability needed for a transactional currency. In this context, tax administrations will be affected both on policy and operational aspects. In this article, we focus on the main aspects that can influence the use of cryptocurrencies and CBDCs as a payment method and investigate the consequences and possibilities of this application to the taxation processes.
  Keywords: central bank digital currency; CBDC; digital currencies; blockchain; taxation.
  DOI: 10.1504/EG.2025.10062902
   
  
• Users’ perception towards e-governance adoption benefits: evidence from Indian corporate sector  
  by Amandeep Kaur  
  Abstract: Many developed and developing countries have embarked on an e-governance journey in the last decade with plethora of e-governance initiatives being launched every year. MCA21 (Ministry of Corporate Affairs) is one such e-governance initiative which strengthened the corporate governance practices and investor protection measures in India. The present study attempts to capture the perceptions of users about MCA21 e-governance initiative, in terms of various benefits derived in e-governance adoption. A structured questionnaire was used through which the responses of 150 users have been examined. The factor analysis technique has been used to identify the dimensions of e-governance benefits. Further, the users’ perceptions with the identified dimensions are also examined in terms of chosen demographic variables. The study is expected to be useful for practitioners to be aware about such dimensions to promote the acceptance of e-governance services.
  Keywords: e-governance; MCA21; users’ perception; Indian corporate sector.
  DOI: 10.1504/EG.2024.10063208
   
  
• A consolidated conceptual framework of a smart e-government ecosystem: a scoping review  
  by Amina Oussaleh Taoufik, Abdellah Azmani 
  Abstract: The swift societal evolution, catalysed by the COVID-19 pandemic, has given rise to the emergence of a 'super smart society 5.0'. The widespread integration of new information and communication technologies (NICTs), which has impacted various sectors, including government operations, has created opportunities for socio-economic development and the democratisation of data and services. The public sector's response to this tech revolution has varied, progressing from cautious e-government 1.0 to more mature phases (2.0, 3.0). Nonetheless, a digital divide between developed and emerging nations endures. Addressing these challenges mandates efficient data governance, proactive digital leadership, and a comprehensive strategic vision. This paper presents a consolidated smart e-government 4.0 framework, synthesising existing research and best practices to facilitate successful digital transformation within the public sector. By tracing the evolution of e-government and examining the perspectives that shape it, the paper reviews key technologies reshaping public administrations. The proposed framework aims to go beyond the current structures, offering a comprehensive approach to bolstering e-government initiatives. It seeks to create a transparent, democratic, and performance-driven public sector, addressing the nuances and challenges of contemporary governance.
  Keywords: e-government; e-governance; digital transformation; ecosystem.
  DOI: 10.1504/EG.2025.10063682
   
  
• Innovative approach of masked facial recognition  
  by Om Pradyumana Gupta, Arun Prakash Agrawal, Om Pal 
  Abstract: Not only diseases such as COVID-19 but also professions across healthcare, construction and manufacturing require the usage of face masks. Currently, stumbling blocks that are present in the available masked facial recognition techniques lack a focus on Indian specific database which pose serious challenges in surveillance. In this paper, the proposed model, which achieved 96.7% accuracy, works in two-stage. The input goes through the pre-processing stage, which is based on an image cropping approach with a multi-task cascaded convolutional neural network applied over it. Output moves to the convolutional neural network stage where the image is trained on two models, convolutional block attention module and modified face net architecture. Special techniques such as channel attention, spatial attention, batch normalisation, leaky rectification and face embedding vector normalisation, triplet selection are applied to reach an optimal level of accuracy. The robotic process automation engine using Bayesian optimisation is also put in place.
  Keywords: image processing; face recognition; artificial intelligence; Python; masked face detection; deep learning; neural network; COVID-19; facial landmark points; feature extraction.
  DOI: 10.1504/EG.2025.10063683
   
  
• An investigation on adoption of AI-enabled e-waste recycling kiosks in the post-pandemic era  
  by P. Theerthaana, S. N. Vivek Raj  
  Abstract: Leveraging artificial intelligence-powered kiosks in e-waste recycling presents an efficient solution to address the pressing environmental concern of improper e-waste disposal. Therefore, this research aims to identify the key factors driving household consumers to embrace and utilize AI-enabled e-waste recycling kiosks. The conceptual model was empirically analyzed using PLS-SEM with 2750 survey responses from the household respondents. The results indicate that several factors, namely attitude, perceived behavioral control, societal norms, pro-environmental behavior, and self-expressive benefits, are instrumental in influencing the intentions to adopt e-waste recycling kiosks by household consumers. These findings carry profound implications for society, emphasizing the need to curtail e-waste and establish a sustainable circular economy. In this domain of consumer behavior analysis, two novel additional constructs, self-expressive benefits, and pro-environmental behavior are introduced to enhance the existing theory of the planned behavior model. The current enriched model explores the intricacies of consumers' actions and the motivating factors driving their adoption and use of AI-enabled e-waste recycling kiosks, providing insights into this unexplored territory in the post-pandemic era.
  Keywords: AI-enabled e-waste recycling kiosks; theory of planned behaviour (TPB); attitude; pro-environmental behaviour; self-expressive benefits.
  DOI: 10.1504/EG.2025.10063771
   
  
• Analysing e-government service adoption in Bangladesh: a study on the Surokkha Vaccination Program  
  by Koushik Prashad Pathak, Kazi Md. Jamshed, Shusama Arjumond, Khadija Akter, Kaniz Fatema 
  Abstract: The Government of Bangladesh has been undergoing a massive transformation in providing e-government services to its citizens and businesses since 2009. Although e-government services do hold promising merits, the adoption of e-government services is not that significant in Bangladesh. This study aims to identify the factors which drive end-users to adopt e-government services. In this study, the Surokkha vaccine service has been taken as a sample e-government service. Drawing on the extended UMEGA model, this study uses the structured equation modelling (SEM) approach through PLS-SEM to explore the behavioural intention of the end users. The findings revealed that effort expectancy, facilitation conditions, and perceived service quality have a significant influence on behavioural intention to use. Also, there are no such differences between male and female groups while adopting e-government services except for effort expectancy and facilitation condition variables. Several practical implications have been recommended to policymakers for making more user-driven e-government services.
  Keywords: Bangladesh; e-government services; Surokkha; UMEGA model; PLS-SEM approach.
  DOI: 10.1504/EG.2025.10063993
   
  
• An international comparison of the role of artificial intelligence in e-governance towards providing better standards of living  
  by Tinashe Mukonavanhu 
  Abstract: The study investigates the application of artificial intelligence (AI) in e-governance to enhance living standards by improving service provision. It explores AI’s role in various government processes, focusing on operationalisation, security, and service delivery. Utilising international and South African (SA) contexts, the research reviews existing literature and best practices to understand perceptions of AI and e-governance. Through secondary data analysis from diverse sources including articles and government documents, the study identifies challenges encountered by countries, particularly developing ones, in implementing AI in e-governance. These challenges include global insecurity and ethical concerns surrounding AI usage. The primary finding highlights the critical need for ensuring ethical AI deployment and suggests the establishment of supervisory frameworks to enforce regulations. Recommendations stress the importance of preventing major economies from monopolising AI innovation to maintain global balance. The study provides valuable insights for countries seeking to integrate AI into e-governance, emphasising the significance of ethical considerations and regulatory oversight. Overall, it contributes to a deeper understanding of the complexities and implications of AI adoption in government sectors globally.
  Keywords: artificial intelligence; e-government; public management; digital governance; digital era governance; legislation.
  DOI: 10.1504/EG.2025.10064176
   
  
• Social networks between the US presidential candidates regarding COVID-19  
  by Seungil Yum 
  Abstract: This study explores social networks between the US presidential candidates regarding COVID-19 by employing social network analysis for Twitter. This study employs NodeXL to visualise social networks of the US presidential candidates for COVID-19 on 6 November 2020 right after the US 2020 US presidential election date. This study finds that Donald Trump has strong social networks with his family, while Joe Biden reveals those with news media. Second, Donald Trump has strong connections with his political supporters, whereas Joe Biden has many political opponents in the networks. Third, while Donald Trump has only his party in his networks, Joe Biden has not only his political party but also the rival party in his networks. This study contributes to our understanding of how US presidential candidates utilise distinct social networks to address the challenges posed by the COVID-19 pandemic.
  Keywords: US presidential candidate; Donald Trump; Joe Biden; COVID-19; social network.
  DOI: 10.1504/EG.2025.10064179
   
  
• Review of trends from mobile governance studies: a bibliometric analysis  
  by Yashdeep Singh 
  Abstract: This study aims to uncover the current state of research in mobile governance. The dataset of relevant publications was obtained from the Web of Science Core Collection database. Bibliometric analysis was performed using a web-based tool. The findings indicate an exponential increase in publications since 2017. It was found that Simplice A. Asongu and Yogesh Kumar Dwivedi are the most productive authors. Further, Telecommunications Policy is the most influential journal. In addition, the results indicate a close collaboration between the USA and China. Mobile governance acceptance by citizens emerged as a focus area among the researchers. Keyword analysis and thematic map analysis revealed a trend toward integrating cloud and big data technologies in mobile governance research. Health and education appeared to be the niche areas in m-governance. The article concludes with a discussion of the major themes and directions for future research.
  Keywords: bibliometric analysis; big data; cloud computing; mobile governance; technology acceptance; smart cities.
  DOI: 10.1504/EG.2025.10064227
   
  
• Towards a framework for enterprise architecture in mobile government: a case study  
  by Pham Hai Son, Duong Dang, Le Hoang Son, Byeongnam Yoon 
  Abstract: Mobile government (m-government) represents a distinct paradigm shift from electronic government (e-government), offering a new avenue for governments worldwide to deliver services and applications to their customers. The m-government model deviates from e-government in terms of information technology (IT) infrastructure, security, and application management and implementation. Enterprise architecture (EA) has been developed and utilised globally to enhance efficiency and information and communication technology (ICT) utilisation in the public sector through e-government. However, the application of EA within the context of m-government, particularly in developing countries, has largely been overlooked by scholars. This study aims to address this gap. This study seeks to develop an EA specifically tailored for m-government in a developmental context. Our contribution to the literature is the illustration of a proposed EA framework for m-government. The practical implementation of this study is to identify critical considerations when designing and adopting m-government to avoid redundant investments during the integration of infrastructure and applications from e-government to m-government.
  Keywords: m-government; e-government; enterprise architecture framework; mobile technology; information and communication technology; ICT.
  DOI: 10.1504/EG.2025.10064545
   
  
• Identification of user satisfaction dimensions in open data service system using latent Dirichlet allocation: a case study of BMKG online Data  
  by Abdullah Hasan, Achmad Nizar Hidayanto, Ryan Randy Suryono 
  Abstract: The Meteorology, Climatology, and Geophysics Agency (BMKG) presents a government open data portal that contains daily climate information and is freely accessible to users. Within this portal, there is a feature to provide feedback as an assessment of the services provided by BMKG’s online data. Analysis of this feedback data is considered crucial in response to the decrease in the public satisfaction index (IKM) by 2.81 points. The aim of this study is to identify the topics that constitute the dimensions of user satisfaction with BMKG’s online data. Previously, research had been conducted that involved the identification of topics within a company using the latent Dirichlet allocation (LDA) method. By applying the LDA model to user feedback data in text form, we successfully identified four dimensions related to satisfaction in using the BMKG data portal.
  Keywords: user satisfaction; open government data; OGD; user reviews; topic modelling; latent Dirichlet allocation; LDA.
  DOI: 10.1504/EG.2025.10064636
   
  
• Transforming governance: exploring the intersection of e-governance and artificial intelligence in India  
  by Gaddela Srikanth 
  Abstract: The concept of governance has undergone significant transformation in recent decades. In the past, governance was commonly ascribed as a hierarchical procedure in which governmental entities would make decisions, and the general population would comply. However, in the modern landscape, there has been an observable inclination towards adopting a collaborative governance paradigm propelled by the intersection of e-governance and artificial intelligence. The intersection of e-governance and artificial intelligence (AI) in the governance domain presents significant prospects for augmenting governmental mechanisms, i.e., AI algorithms drive insights by analysing the vast datasets and helping policymakers to make informed choices and platforms like e-governance enhance the accessibility and efficiency of the government services. This intersection of AI and artificial intelligence is not solely a technological shift but also redefines the relationship between government and the governed. This synergy holds the promise of transforming governance characterised by the active involvement of governments in forging alliances with citizens, businesses, and various other stakeholders to deliberate and determine policy choices collectively.
  Keywords: governance; artificial intelligence e-governance; digital literacy; civil society participation; India.
  DOI: 10.1504/EG.2025.10064811
   
  
• The role of THEQA, as government-led trustmark, in developing consumers’ trust in local e-commerce websites  
  by Maisa Shadid, Emad A. Abu-Shanab 
  Abstract: The purpose of this study is to explore how THEQA, a government-led trustmark program in the State of Qatar, provides local vendors with mechanisms to establish online trust. This is the first study to explore a government-led local trustmark, and the only one that studies THEQA from the local online vendor’s perspective. The research used semi-structured interviews with both THEQA representatives and online vendors. A research model was established based on the conducted interviews. Both quantitative and thematic content analysis were used. Results show that THEQA trustmark establishes online trust in local e-commerce vendors through four mechanisms: initial-trust related mechanisms, reputation-related mechanism, website-quality related mechanisms, and security-related mechanisms. The study provides managers and decision-makers with trust-building and risk-reduction mechanisms to reinforce trust in e-commerce through e-government initiatives. This study is limited by its small sample size. Further, THEQA trustmark is a newly developed program and still in the growing stage.
  Keywords: e-government; trustmark; Qatar; government-led trustmark; trust mechanisms; e-commerce.
  DOI: 10.1504/EG.2025.10065002
   
  
• Manifestations of voter satisfaction: an empirical analysis using VOTQUAL scale on Indian voters  
  by Deepika , Shashank Vikram Pratap Singh, Kanwal Jeet Singh 
  Abstract: Well-known SERVQUAL Scale is used in marketing to measure customer satisfaction, but there is no such scale to measure voter satisfaction. Abou-Khalil and Aoun (2020) made an attempt to measure voter satisfaction by developing the VOTQUAL scale. The authors tested the scales validity on Lebanese voters, and therefore the scales general applicability is questionable. We took a step forward by testing the scale on Indian voters. Using correlation and regression, statistical analysis is performed on a sample of 1,281 data. Contrary to the findings of Abou-Khalil and Aoun (2020), the findings of our study show that satisfaction is entirely a function of perceptions, which is perfectly consistent with the findings of Parasuraman et al. (1991) and the current political environment in India. The paper contributes significantly in the existing literature in Indias context and add greater insights to politicians aiming to wins elections via-voters satisfaction.
  Keywords: VOTQUAL; voter’s satisfaction; India; political parties.
  DOI: 10.1504/EG.2025.10065280
   
  
• Identity management model: Algerian case
  by Ahmed Berbar, Abdelkader Belkhir 
  Abstract: The success of the digitalisation process of services requires the implementation of an environment of trust that allows the identification of all stakeholders. The most challenge is to secure this digital identity in order to prevent any illegal operation such as identity falsification or access to the personal data. These challenges become more important when it comes to an e-GOV platform bringing all the services offered to citizens and carrying all of their data. In order to meet this challenge, this article proposes a structured, hierarchical and universal model of identification which uniquely identifies each stakeholder (administration, company, citizen, etc.), while protecting the personal data against any manipulation, access or disclosure without the owner's approval.
  Keywords: electronic identity; digital signature; trusted third party; TTP; unique identification code; UIC; electronic government; cloud; federated identity model; privacy; service provider; personal data.
  DOI: 10.1504/EG.2024.10053379
   
  
• Election success that mediates public trust and satisfaction and balances political and managerial aspects  
  by Akmal Malik, Sujono 
  Abstract: In this study, the aim is to implement government efforts in direct and simultaneous regional head elections by building a balance between politics and managerial government by encouraging public trust and satisfaction as voters. This research uses a mixed method by combining or connecting subjective (qualitative) and quantitative structures. Policies regarding the Regional Government Law and the Election Law and building the political and managerial balance of the government are expected to be able to anticipate and overcome problems that arise in direct and simultaneous regional head elections. Originality in this study is a new approach in building a balance with a managerial approach to governance and a decentralised approach. In addition, it can provide alternative suggestions and input that encourage the development of a balanced political and managerial dimension of government in direct and simultaneous local elections in Indonesia.
  Keywords: political government; managerial government; direct and simultaneous regional election; community trust; community satisfaction.
  DOI: 10.1504/EG.2024.10054550
   
  
• Investigation on e-government initiatives in Saudi Arabia based on coping model of user adaption  
  by Nasser H. Binsaif, Shimaa A. Nagro, Maysoon S. Aldekhail, Frédéric Adam 
  Abstract: The demand for knowledge regarding e-government has increased. The internal users of new e-government technology, however, have not enjoyed its benefits on a scale commensurate with user needs, and so we have applied the coping model of user adaptation (CMUA) to evaluate the impact of adaptation strategies on the success of new systems recently implemented, particularly e-government initiatives in Saudi Arabia. Thirteen semi-structured interviews were performed in two public Saudi institutions to collect data. Each interview was analysed separately (individually). Within-case analysis was then conducted to analyse each case study at the group level. In both cases, the findings reveal a strong link between the adaptation strategies and the success or failure of the adoption of the system. The study also makes a theoretical contribution by identifying four new elements, which were then used to modify and improve CMUA framework.
  Keywords: e-government; adaptation strategies; coping model of user adaptation; CMUA; public sector; middle managers; information technology; Saudi Arabia.
  DOI: 10.1504/EG.2024.10054837
   
  
• Nigeria's digital currency in the global context: implications for the domestic socio-economic development  
  by Samuel Sunday Idowu, Odunola Aikomo, David Kosoko, Joseph Oduntan 
  Abstract: Global economic relations have witnessed changes often caused by technological revolution and states have been responding as well, especially to the wave of digital money threatening the relevance of physical cash. The Central Bank of Nigeria (CBN) joined the league by introducing the e-Naira but can the CBN effectively manage the digital currency without allowing it to exert an adverse impact on the national socio-economic terrain in a continuously emerging volatile global business environment? This paper employs the analytical research design. The research findings revealed that e-naira is laden with benefits including engendering private-public sectors cooperation, promoting financial inclusion and aiding the implementation of government social safety net programmes amongst others but not without circumventing the threats of weakening monetary and fiscal policies, global competition and Diem stable coin. The paper recommends proactive measures to be taken by the CBN, amongst others, in tackling these threats to actualise the benefits.
  Keywords: digital currency; e-Naira; globalising world; socio-economy; Nigeria.
  DOI: 10.1504/EG.2024.10060370
   
  
• COVID-19: cybersecurity issues in times of pandemic  
  by Yadigar Imamverdiyev, Lyudmila Sukhostat 
  Abstract: COVID-19 is one of the worst threats to the global community in this century. Society is facing a massive number of cyberattacks during this period. Cybersecurity is an issue for individuals and organisations, given the growing number of people using the internet. The purpose of this survey is to identify key cybersecurity problems and solutions during a pandemic, observed in the healthcare sector, education, and critical infrastructures. Cybersecurity issues during COVID-19 are analysed and aspects of personal data security are discussed. We studied the most prominent cyberattacks during the pandemic and found that they were related to phishing, ransomware, malware, and hacking. Measures to combat infodemics and the role of social media are explored. The evolution of infodemic risk from 2020 to 2022 is analysed. This research is expected to be very useful for improving cybersecurity systems in the context of heightened demands during COVID-19 and in the post-pandemic period.
  Keywords: COVID-19; cyberattacks; cybersecurity; privacy; infodemics.
  DOI: 10.1504/EG.2024.10060533
   
  
• Exploring success factors for developing citizen-centric digital public services - insights from a case study  
  by Katrin Körner-Wyrtki, Christoph Buck, Anna Krombacher, Maximilian Röglinger 
  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.2024.10062240