Abstract

The innovative and improved delivery of public services is largely contingent on the co-creation process. Noting that engaging citizens in the development and delivery of e-government services is challenging and that limited attention is given to the process of facilitating citizen participation, this study intends to explore (a) governments’ perception of the co-creation; and (b) how governments can facilitate citizen participation in the development of e-government services . Through a meta-synthesis of qualitative case studies, this study identifies factors that are crucial for enabling co-creation, and develops a process view of the co-creation of e-government services to provide a holistic understanding on how the process of co-creation can be facilitated by the government and how the citizens could be engaged. The study thus contributes to the literature on e-government and public administration by improving the understanding of co-creation phenomenon, and suggests the mechanisms to improve citizen participation for the benefit of practitioners and policy makers.

Highlights

  • Enid Mumford [1] admitted that work systems function towards enhancing human experience when the interests, needs, and values of different stakeholders are well integrated (p. 20)

  • Analyzing the selected studies by the meta-synthesis approach, we propose a process view of the co-creation that entails how the process of co-creation can be facilitated by the government and how the citizens could be engaged

  • Osborne [20] acknowledged that public services can be created by any actor, and public value can be generated through interactions between service user and service provider [4]

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Summary

Introduction

Enid Mumford [1] admitted that work systems function towards enhancing human experience when the interests, needs, and values of different stakeholders are well integrated (p. 20). The participatory approach involves interaction between stakeholders that allows system developers to gain understanding on the diverse objectives, needs, and characteristics of various groups, which, in turn, help in defining and validating requirement specifications [3]. It bestows several benefits on stakeholders working towards the design and improvement of products, systems, and services. He supports the idea of networks, and contends that public value can be delivered by interacting and engaging with stakeholders [18] He argues that the created “public value” could change over time [18]. Osborne [20] acknowledged that public services can be created by any actor, and public value can be generated through interactions between service user and service provider [4]

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