Enhancing Citizens' Trust and Confidence in Government through Digital Transformation

Abstract

Over the years, there has been an erosion of citizens' trust and confidence in their governments behind which, lies many reasons. This paper examines how digital transformation of government may play an important role in improving this eroding trust and confidence. Using a systematic literature review, the paper identifies factors that influence citizens' trust and confidence in government as an institution. Among the key factors that are commonly identified across the literature are citizens' satisfaction and expectations, transparency, accountability, digital transformation of government and performance of the government. The literature also points towards a lack of knowledge and understanding in the community of how transformation of government can influence the growing decline in citizens' engagement with government. To this effect, an initial conceptual model is proposed which captures the key constructs that may lead to better understanding of how to rebuild trust and confidence in government administrations through the digital transformation of government.