Development of a citizen participation public service innovation model based on smart governance

Abstract

This study explores an efficient approach to providing customized public services through a smart governance-based public service innovation model (SG-PSIM) that combines intelligent technology and co-creation. Multiple methodological approaches are applied to develop and evaluate the proposed SG-PSIM. Intelligent methodologies that can support the public service policy process are discussed, and the applicability of the SG-PSIM is demonstrated through four case studies. The study results showed that SG-PSIM can effectively collect the opinions of citizens in diverse ways and provide opportunities for citizens to actively participate in the development of public service policies.