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

Title data

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. Vol. 20 (2024) Issue 5 . - pp. 591-620.
ISSN 1740-7508
DOI: https://doi.org/10.1504/EG.2024.140777

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Abstract in another language

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.

Further data

Item Type: Article in a journal
Refereed: Yes
Keywords: citizen-centric digital public service; digital service; e-government; requirements engineering; service innovation; success factors; IT project
Institutions of the University: Faculties > Faculty of Law, Business and Economics > Department of Business Administration
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XVII - Information Systems and Value-Based Business Process Management
Faculties > Faculty of Law, Business and Economics > Department of Business Administration > Chair Business Administration XVII - Information Systems and Value-Based Business Process Management > Chair Information Systems and Value-Based Business Process Management - Univ.-Prof. Dr. Maximilian Röglinger
Research Institutions
Research Institutions > Affiliated Institutes
Research Institutions > Affiliated Institutes > Branch Business and Information Systems Engineering of Fraunhofer FIT
Research Institutions > Affiliated Institutes > FIM Research Center for Information Management
Result of work at the UBT: Yes
DDC Subjects: 000 Computer Science, information, general works > 004 Computer science
300 Social sciences > 330 Economics
Date Deposited: 11 Sep 2024 08:16
Last Modified: 11 Sep 2024 08:16
URI: https://eref.uni-bayreuth.de/id/eprint/90382