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Key drivers for public value creation enhancing the adoption of electronic public services by citizens

Key drivers for public value creation enhancing the adoption of electronic public services by... The relationship between citizens and government has been gradually changing from government centered to citizen centered. These changes can be understood from the public value perspective, which is a promising way to foster the use of electronic services (e-services) by citizens. The purpose of this paper is to analyze how key drivers for public value creation can enhance adopting electronic public services by citizens. The use of e-services as a basis for applying smart technologies is also discussed.Design/methodology/approachA qualitative study based on both a systematic literature review and a case study of an e-service provided by a Brazilian state government.FindingsThe study identifies that creating public value happens only after adopting e-services and that public value can be perceived directly by those who use the service or indirectly by the observation of people who have adopted it. A two-dimensional framework showing the direct and indirect factors that drive public value creation is proposed based on the data collection and literature review.Research limitations/implicationsThe proposed conceptual framework remains untested and the data collection in the Brazilian context might be a limitation. Other studies could gather data based on the collective uses of e-services.Originality/valueThe framework can be used in other studies concerning public value creation. Public managers might consider its drivers when planning e-services as a way to link them to social, political and collective issues in addition to smart technologies. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Public Sector Management Emerald Publishing

Key drivers for public value creation enhancing the adoption of electronic public services by citizens

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References (42)

Publisher
Emerald Publishing
Copyright
© Emerald Publishing Limited
ISSN
0951-3558
DOI
10.1108/ijpsm-03-2018-0081
Publisher site
See Article on Publisher Site

Abstract

The relationship between citizens and government has been gradually changing from government centered to citizen centered. These changes can be understood from the public value perspective, which is a promising way to foster the use of electronic services (e-services) by citizens. The purpose of this paper is to analyze how key drivers for public value creation can enhance adopting electronic public services by citizens. The use of e-services as a basis for applying smart technologies is also discussed.Design/methodology/approachA qualitative study based on both a systematic literature review and a case study of an e-service provided by a Brazilian state government.FindingsThe study identifies that creating public value happens only after adopting e-services and that public value can be perceived directly by those who use the service or indirectly by the observation of people who have adopted it. A two-dimensional framework showing the direct and indirect factors that drive public value creation is proposed based on the data collection and literature review.Research limitations/implicationsThe proposed conceptual framework remains untested and the data collection in the Brazilian context might be a limitation. Other studies could gather data based on the collective uses of e-services.Originality/valueThe framework can be used in other studies concerning public value creation. Public managers might consider its drivers when planning e-services as a way to link them to social, political and collective issues in addition to smart technologies.

Journal

International Journal of Public Sector ManagementEmerald Publishing

Published: Aug 12, 2019

Keywords: Drivers; Public value; Key drivers; Electronic services; Electronic services adoption; Public value creation

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