Abstract
Citizen trust is critical for effective public policy implementation. However, according to a recent report from the OECD, only 39% of citizens have medium or high trust in the government. Among others, the use of digital technology has been considered to foster public trust by leveraging the transparency of government data, information, or decision-making process. The purpose of this scoping review is to provide an overview of the relationship between digitalization of government services and public trust using the Arksey and O'Malley methodological framework. Based on the technology, organization, and environment (TOE) framework, individual, and trust aspect, this study identifies and categorizes 112 distinct constructs mapped across five key contexts: technology, organization, environment, individual, and trust. The study findings help to improve our previously limited understanding of the relationship between digitalization of government services and trust by identifying a set of concepts related to each of six research contexts that may prove fruitful in our efforts to develop theory explaining this key e-government relationship. Furthermore, from the practical aspect, it provides insights for the public administrators and policymakers that should be considered when developing effective public policies regarding digitalization and public trust.
Published Version
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