Digital Governance: Citizen Perceptions and Expectations of Online Public Services

Abstract

This study aims to explore citizen perceptions and expectations of online public services within the context of digital governance. It seeks to identify the key factors that influence user satisfaction and trust in digital public services, thereby providing insights into how these services can be optimized to meet the evolving needs of the public. Adopting a qualitative research approach, the study conducted semi-structured interviews with 28 participants, selected through purposive sampling to ensure diversity in age, gender, socioeconomic status, and digital literacy levels. The interviews focused on participants' experiences and expectations regarding digital governance. Data were analyzed through thematic analysis to achieve theoretical saturation, identifying recurring themes and concepts related to digital public services. The analysis revealed four main themes: Access and Usability, Service Quality, Citizen Engagement, and Policy and Regulation. Within these themes, several categories and concepts were identified, including digital literacy, platform accessibility, service availability, user support, efficiency and speed, reliability, personalization, transparency, feedback and improvement, communication channels, participation opportunities, education and awareness, digital inclusion policies, data governance, e-government strategies, and cybersecurity measures. The study concludes that citizens' perceptions and expectations of online public services are shaped by a complex interplay of factors related to access, service quality, engagement, and regulatory policies. To enhance the effectiveness and equity of digital public services, it is imperative for policymakers and practitioners to adopt a citizen-centric approach that prioritizes accessibility, inclusivity, engagement, and ethical considerations.