Exploring Success Factors for Developing Citizen-centric Digital Public Services : Insights from a Case Study

Titelangaben

Körner-Wyrtki, Katrin ; Buck, Christoph ; Krombacher, Anna ; Röglinger, Maximilian:
Exploring Success Factors for Developing Citizen-centric Digital Public Services : Insights from a Case Study.
In: Electronic Government : an International Journal. Bd. 20 (2024) Heft 5 . - S. 591-620.
ISSN 1740-7508
DOI: https://doi.org/10.1504/EG.2024.140777

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Abstract

Digital technologies open opportunities to use e-government to increase service quality be-yond 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 tech-nology projects for public sector organisations, we conducted a 16-month case study investi-gating 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 explor-atory case study.