Citizen-Centric Public Service Satisfaction During Pandemic Outbreak: A Measurement Model

Citizen-centricity satisfaction is a recent phenomenon spreading around the world. It is of growing interest to scholars and many papers are focused on this area. This paper aims at revealing factor that predict a citizen satisfaction during pandemic outbreak in public service delivery. A massive number of theories and past scholars have carried out studies on the factors influencing citizen satisfaction, which resulted in a list containing large volume of variables. There was a need to generalize factors that capable to form a universal citizen satisfaction model. This research utilizing citizen-centric demands of transformational government model as the theoretical foundation in citizen satisfaction in public service context. 346 citizens conveniently were selected as respondents, at the same time as information become amassed via online surveys. The information become then analyzed via the use of AMOS software. The structural equation modelling (SEM) was executed to develop the measurement model. The results exhibit that goodness of fit, construct reliability, convergent validity and discriminant validity achieved the overall fitness threshold to model citizen satisfaction. This research contributes to shed light on the literature via examining the elements of citizen-centric demands of transformational government model namely openness, responsiveness, transparency and participation in citizen satisfaction.

Smart City Portals for Public Service Delivery

The future cities of our societies need to integrate their citizens into a value-co-creation process in order to transform to smart cities with an increased quality of life for their citizens. Therefore, administrations need to radically improve the delivery of public services, providing them citizen- and user-centric. In this context, online portals represent a cost effective front-end to deliver services and engage customers and new organizational approaches as back-ends which decouple the service interface from the departmental structures emerged. The research presented in this book chapter makes two main contributions: Firstly, the findings of a usability study comparing the online presences of the Queensland Government, the UK Government and the South Australian Government are reported and discussed. Secondly, the findings are reflected in regard to a broader “Transformational Government” approach and current smart city research and developments. Service bundling and modularization are suggested as innovative solutions to further improve online service delivery.

Factors Influencing Interoperability Level Required for the Implementation of T-Government in Saudi Arabia

Governments around the world have invested significant sums of money on Information and Communication Technology (ICT) to improve the efficiency and effectiveness of services being provided to their citizens. However, they have not achieved the desired results because of the lack of interoperability between different government entities. Therefore, many governments have started shifting away from the original concept of e-Government towards a much more transformational approach that encompasses the entire relationship between different government departments and users of public services, which can be termed as transformational government (t-Government). This implementation of t-Government requires a high level of interoperability between government organisations. In this paper, a model is proposed to explore and investigates the key factors that influence interoperability required for the implementation of t-Government in Saudi Arabian context from four key areas, namely, organisational, technological, political and social using institutional theory as a lens. This model was developed comprising the effect of six main constructs: technological compatibility, organizational compatibility, governance readiness, citizen centricity and e-Government program on interoperability required for the implementation of t-Government. The model factors, relationships, and hypotheses stemmed from the literature on Information Sharing, Information Integration, G2G, interoperability and t-Government models.The results show that technological compatibility, organizational compatibility, and governance readiness have a positive impact on the interoperability required for the implementation of t-Government in this particular context. Unexpectedly, it indicates that citizen centricity has negative impact on the interoperability required for the implementation of t-Government. It also shows that there is a direct and positive impact from e-Government program (Yesser) to technological compatibility and governance readiness. Moreover, it shows that there is a direct and positive impact from citizen centricity to e-Government program (Yesser). Unexpectedly, the results indicate that e-Government program (Yesser) has no impact on the interoperability required for the implementation of t-Government. It also indicates that the e-Government program (Yesser) doesn’t affect organizational compatibility.This paper provides a model for creating interoperability between government organisations to help e-Government officials and policy makers to identify the key factors that can affect the interoperability level required for the implementation of t-Government, and examines how these issues could be treated in practice. It also provides a guideline to researchers with regard to the impact of these identified factors on interoperability required for t-Government implementation.

Smart City Portals for Public Service Delivery

The future cities of our societies need to integrate their citizens into a value-co-creation process in order to transform to smart cities with an increased quality of life for their citizens. Therefore, administrations need to radically improve the delivery of public services, providing them citizen- and user-centric. In this context, online portals represent a cost effective front-end to deliver services and engage customers and new organizational approaches as back-ends which decouple the service interface from the departmental structures emerged. The research presented in this book chapter makes two main contributions: Firstly, the findings of a usability study comparing the online presences of the Queensland Government, the UK Government and the South Australian Government are reported and discussed. Secondly, the findings are reflected in regard to a broader “Transformational Government” approach and current smart city research and developments. Service bundling and modularization are suggested as innovative solutions to further improve online service delivery.

Exploring public sector planning for transformational government

Purpose This paper aims to understand the conceptualisation of the notion of transformational government that is emerging within the electronic government domain. It reviewed how transformational government is manifest in the policy and strategic commitments of government departments in South Africa. The study focused on understanding the role of public sector planning towards the attainment of transformational government. Design/methodology/approach The study is interpretive and qualitative in nature. It provides the outcomes of a deductive thematic analysis conducted on strategic documents of government departments to explore their alignment and support for transformational government. Findings The paper argues for the need for public sector planning that is focused on citizen benefit realisation. The results highlight the significance of strategic plans for developmental transformation. However, the planning instruments were found to have an inconsistent orientation towards transformational government. Originality/value The study is significant in light of the implications of public policy and the associated strategic plans for citizens. This paper also contributes to research on the nascent area of transformational government.