Digital Public Services Research Articles

A Sisyphean task of qualifying for digital citizenship? The precarious learning processes of disadvantaged migrant women in the context of inordinate expectations

ABSTRACT Contemporary states aiming to increase cost-effectiveness in public services through digitalisation advocate for digital citizenship. All citizens are expected to become fluent users of digital public services despite their varying circumstances. This study explores this issue for migrant women in Finland acquiring essential skills for digital citizenship: digital proficiency, fluency in the Finnish language, and understanding public administration. Using semi-structured interviews with structurally disadvantaged migrant women (N = 22), I analyse each skill acquisition as a complex temporal process. The analysis reveals that acquiring digital citizenship skills can be a prolonged process influenced by multiple temporal orders originating from both individual circumstances and external processes. Despite the investments made in acquiring these skills, citizens may remain unqualified. In conclusion, states that emphasize digital citizenship skills may assign structurally disadvantaged people a Sisyphean task, thereby leading to the narrowing of the realization of their citizen rights and, consequently, their citizenship.

The Public Service Digitalization in the Philippines Towards a National Program to Capacitate Digital Frontliners

The rapid advancement of technology has driven a global transformation in public service delivery. In the Philippines, efforts to digitalize public services are crucial for inclusive development and efficient governance. This study, titled "The Public Service Digitalization in the Philippines Towards a National Program to Capacitate Digital Frontliners," examines this transformation through the experiences of government employees, known as digital frontliners. These individuals are key to implementing and managing digital technologies across public sectors.Using a mixed-method research design, the study integrates descriptive, correlative-comparative, and phenomenological approaches to gather quantitative and qualitative data. A total of 400 digital frontliners participated in a survey, while 10 key informants were interviewed. This approach provides a comprehensive analysis of the digitalization process, focusing on demographic profiles, challenges, job satisfaction, and service effectiveness.The theoretical framework includes the Theory of Digital Government Transformation, the Unified Theory of Acceptance and Use of Technology (UTAUT), and Capacity Building and Development Theory. These frameworks help understand the dynamics of public service digitalization, technology acceptance, and the importance of capacity building.Key findings reveal a diverse workforce among digital frontliners, significant challenges such as infrastructure limitations and digital literacy disparities, and varying levels of job satisfaction. The research underscores the need for robust digital infrastructure, tailored training programs, and streamlined administrative processes. It also highlights the importance of public-private collaboration.The study proposes a national program to enhance the capabilities of digital frontliners through continuous professional development and innovation support. This program aims to improve digital public services, making them more efficient, transparent, and accessible. The findings provide a foundation for evidence-based policymaking and strategic planning, contributing to the Philippines' digital transformation and inclusive growth.

Digital Accountability in Collaborative Public Governance in Times of Crisis: Analysing the Debate in a Polarized Social Forum

Accountability in collaborative public governance initiatives and in digital era governance is under‐researched, especially in the context of crisis and where issues are debated in a social forum. Accountability considerations are considered particularly important in collaborative governance arrangements, which are of growing relevance for delivering public services. This study, anchored in notions of digital accountability, analyzes debate in a social media forum about a collaborative governance initiative implemented during a crisis. The empirical case is the Austrian contact tracing app, a digital innovation considered key in managing the COVID‐19 pandemic. The study makes several contributions. First, it is one of the first to focus on the crucial role of debate in digital accountability in collaborative governance. Second, the study shows that the debate extends beyond the mere content of the innovation, highlighting the need to consider the ‘ecology’ of other (digital) tools, measures, and policies for crisis mitigation in parallel. Third, the study sheds light on the temporal dynamics of accountability in crisis response. The study contributes conceptually to an enhanced understanding of the expertise of actors in delivering and receiving digital public services. It also contributes to a management perspective of digital accountability, which is important given the potential implications for (non)acceptance of public sector innovations in crises and beyond. An enhanced understanding is possibly even more crucial for innovations requiring citizen co‐production in sensitive areas such as health.

Citizens’ Perception of Digital Public Services: A Case Study among Romanian Citizens

Digital transformation has become a topic of interest since public institutions digitalize their processes to improve efficiency, while citizens wish to solve their issues through online platforms. Even if this topic is a priority, the Digital Economy and Society Index reveals that digital public services from UE are under 30% development and implementation. This paper presents the current research made on digital public services and the perspective of Romanian citizens on the adoption of these platforms. The authors conduct bibliometric research to highlight the current progress and concerns. Furthermore, a quantitative analysis is made to determine the perception of Romanian citizens on digital public services and the factors that influence their decision to use them instead of traditional methods. According to the bibliometric analysis, 23 countries showed a raised interest for digital public services after 2020, which was a crucial moment that pushed digitalization among public institutions. Although Romanian citizens are aware of the benefits brought by digital public services, they encounter issues in terms of lack of information and technical support, knowledge, data security, and the complexity of these platforms. Therefore, the government should implement an integrated approach that considers cultural values as well as reliable and accessible digital solutions.

Agile Bureaucracy in the Digital Age

In providing public services, the bureaucracy faces challenges of disruption, rapid technological developments, and demands for fast, efficient, and flexible services while it struggles with procedural problems and hierarchy. After bureaucratic reform efforts in Indonesia have been conducted for many years, the apparatus readiness in the local government context to provide fast and responsive services in the digitalisation era and unpredictable situations like pandemics is unexamined. While researchers focus on the use of agile government concept in local government, the assessment of adaptive governance and its implications, and the use of information technology communication in the public sector, in this paper, the authors assess agile bureaucracy in service delivery through digital public services. The results show the software maturity in local bureaus, characterised by their ability to understand user needs for digitalised service and qualified infrastructure tools to support governance. However, agencies face the challenge of weak collaboration with minimal coordination among departments and weak responsibility and adaptability to hinder digital service delivery processes. This article highlights that in adopting the agile concept, bureaucracy requires technological support and the leaders' strong commitment. Moreover, the bureaucracy needs to build a broad and coordinated partnership ecosystem, and the main points are adapting quickly and responsively to problems.

Evaluasi Program IKD (Identitas Kependudukan Digital) Dalam Mendukung Sistem Government di Kecamatan Kenjeran Kota Surabaya

In population administration public services, the government is now adopting e-government-based innovations such as Digital Population Identity (IKD) which includes digitization of population documents including E-KTP. Through the activation of IKD, residents can access their personal data in electronic form, utilize in formation and communication technology, increase the use of digitization, accelerate digital public or private services, and ensure the security of IKD ownership. The implementation of IKD is led by the Director General of Population Administration with the assistance of local governments at various levels, for example Surabaya City where the Dispendukcapil works with the government at the Kenjeran Sub-district level. The evaluation of the IKD program in Kenjeran sub- district followed the steps of Isaac and Michael's 1984 program evaluation theory, from formulating questions and information needs, to presenting data to decision makers. The research was conducted in a descriptive qualitative man nearby utilizing interviews, observation, and documentation as primary and secondary data collection techniques. The results of the analysis show that Kenjeran Sub-district has succeeded in carrying out its duties effectively, but needs to increase socialization and education to the community so that the implementation of Digital Population Identity can run smoothly and provide maximum benefits to the community. Keywords: E-Government, Evaluation, Digital Residence Identity.

Artificial intelligence - an imperative of the digital society

Artificial Intelligence (AI), ranging from basic algorithms to advanced systems, is reshaping our way of life and daily activities. It has a direct impact on mass media and communication, altering traditional paradigms and introducing new technological approaches. AI employs sophisticated algorithms to generate various types of media content, adapting to both traditional environments translated into the virtual realm and inherently digital media. Within the European Union, particular attention is given to online security, connectivity, digital skills, digital businesses, and digital public services. The EU’s cyber security strategy, along with data protection and governance laws, contributes to enhancing access to secure information and databases. The way we approach artificial intelligence will shape the future. To contribute to building a resilient Europe, citizens and institutions should benefit from the advantages offered by AI and feel secure.

Pelatihan dan Pendampingan Teknologi Informasi Pengembangan Gampong Digital Gampong Uteunkot Berbasis Web di Kota Lhokseumawe

This program aims to enhance information technology capabilities in Uteunkot Village, Lhokseumawe City, focusing on developing web-based digital villages. The initiative includes training and assistance for village residents to support the village apparatus in public services, archiving, and marketing for MSMEs. The training aims to facilitate archiving at the Geuchik office through digital public service and archiving socialization, accompanied by website development training for the village. The web application is designed to present relevant and beneficial information for village residents with an efficient interface. The results of the digital web training and assistance indicate that villages in Indonesia are now more connected and can access broader information, contributing to increased community knowledge. The digitalization of public services has accelerated administrative processes, enhanced transparency, and facilitated interactions between village governments and their residents. Additionally, the training enhances the digital skills of village officials, increasing their capacity to utilize web-based technology. The implications of this training suggest that villages can transform to be smarter and more competitive in the digital era

Recommendations for acceptance of digital public services by low-income seniors in smart cities by human-centered design

Background: In Brazil, the federal government has developed a digital platform for public health services, with state and municipal governments connecting their solutions to unify citizen registration. Objective: To understand the phenomena involved, in order to provide recommendations for the acceptance of digital technologies by low-income elderly people in the context of smart cities. Method: The theory of the consolidated meta-analytic approach (TCMA) was used for a systematic bibliographic review (SBR) and case studies presented in a Design Postgraduate class, carried out in collaboration between two Brazilian Federal Universities. Results: Creation of recommendations in three categories within the framework of human-centered design. Conclusions: This study identifies opportunities for the development of products, services and public policies for the digital inclusion of low-income older people in the context of smart cities.

Digital Public Services in Indonesia Show High Satisfaction and Adaptation Challenges Remain

General background: Public service is an essential function of government, aimed at fulfilling citizen needs through the provision of goods, services, and administrative support in accordance with regulations. Effective public service requires continuous bureaucratic reforms. Specific background: Lemujut Village, in collaboration with the Population and Civil Registration Service of Sidoarjo Regency, introduced the Online Service (Plavon) application to improve population administration and civil registration services. However, the effectiveness of the Plavon application remains underexplored. Knowledge gap: There is limited research on the effectiveness of digital public service platforms like Plavon in rural Indonesian settings, particularly in terms of productivity, efficiency, satisfaction, and adaptability. Aims: This study aims to evaluate the effectiveness of the Plavon application in improving public service quality in Lemujut Village by analyzing five key elements: productivity, efficiency, satisfaction, adaptation, and development. Results: Findings indicate that productivity is high, with Plavon operators following procedures and maintaining public trust. However, efficiency is lacking, as some administrative processes fail to meet service time standards. Community satisfaction is notably high at 98.98%, but adaptation to digital services remains suboptimal due to inadequate socialization. Development efforts, such as coordinating via WhatsApp and establishing a call center, show significant progress. Novelty: This study provides a detailed evaluation of the Plavon application’s impact on village-level public services, highlighting the role of digitalization in improving service delivery while identifying challenges in community adaptation and efficiency. Implications: The findings suggest the need for enhanced socialization of digital services and continued development of digital infrastructure to ensure equitable access and efficiency in rural public services. Highlights: High public satisfaction, but service delays persist. Digital adaptation slow due to lack of community awareness. Effective coordination boosts service improvement efforts. Keywords: Public service, digital platform, Plavon, effectiveness, rural Indonesia

The Public Service Digitalization in the Philippines Towards a National Program to Capacitate Digital Frontliners

The rapid advancement of technology has driven a global transformation in public service delivery. In the Philippines, efforts to digitalize public services are crucial for inclusive development and efficient governance. This study, titled "The Public Service Digitalization in the Philippines Towards a National Program to Capacitate Digital Frontliners," examines this transformation through the experiences of government employees, known as digital frontliners. These individuals are key to implementing and managing digital technologies across public sectors. Using a mixed-method research design, the study integrates descriptive, correlative-comparative, and phenomenological approaches to gather quantitative and qualitative data. A total of 400 digital frontliners participated in a survey, while 10 key informants were interviewed. This approach provides a comprehensive analysis of the digitalization process, focusing on demographic profiles, challenges, job satisfaction, and service effectiveness. The theoretical framework includes the Theory of Digital Government Transformation, the Unified Theory of Acceptance and Use of Technology (UTAUT), and Capacity Building and Development Theory. These frameworks help understand the dynamics of public service digitalization, technology acceptance, and the importance of capacity building. Key findings reveal a diverse workforce among digital frontliners, significant challenges such as infrastructure limitations and digital literacy disparities, and varying levels of job satisfaction. The research underscores the need for robust digital infrastructure, tailored training programs, and streamlined administrative processes. It also highlights the importance of public-private collaboration. The study proposes a national program to enhance the capabilities of digital frontliners through continuous professional development and innovation support. This program aims to improve digital public services, making them more efficient, transparent, and accessible. The findings provide a foundation for evidence-based policymaking and strategic planning, contributing to the Philippines' digital transformation and inclusive growth.

Exploring the Paradoxical Nature of Digital Public Services: Experiences of UK Local Council Leaders

Exploring the Paradoxical Nature of Digital Public Services: Experiences of UK Local Council Leaders

Kebijakan Aplikasi Whatsapp Satu (AWAS) Komitmen Lembaga Pemasyarakatan Kelas 1 Bandar Lampung Terhadap Undang-Undang Nomor 25 Tahun 2009

Entering the digital era and information disruption, we need innovations (newness) to support improving the quality of public services. Digital public services are the answer as a solution to change the conventional public service system which is known to be slow, inefficient, and full of extortion. The author focuses on the policy of the Head of Class 1 Bandar Lampung Prison on the use of public services based on information technology applications called the Whatsapp Satu Application abbreviated as AWAS as a form of commitment to Law Number 25 of 2009 concerning Public Services, hereinafter abbreviated as the Public Service Law. Despite facing obstacles, the implementation of AWAS has been felt to have an impact on Correctional Inmates (WBP), WBP families, and stakeholders because the service is getting faster, easier, and more comfortable. Furthermore, the development of digital services with this online application can be connected to the Correctional Data System (SDP) and reach the entire community from their respective places.

Design principles for MOOC platforms: a public sector perspective

Purpose One impediment of e-government implementation is the lack of e-(government) competences among public officials, especially because foundational education programs fail to teach them. Therefore, this study suggests massive open online course (MOOC)-based continuous education. This study aims to design and evaluate a MOOC and MOOC platform for acquiring e-competence in the public sector and principles for such platforms to capture their inherent design knowledge. Design/methodology/approach This study uses design science research incorporating qualitative and quantitative methods and draws on established patterns of formulating design principles (DPs). Findings The core results are a physically instantiated MOOC platform and six DPs: DP of 1) easy access and easy use, 2) professional exchange, 3) protected space, 4) domain focus, 5) cooperation with higher education institutions and 6) promotion from higher government level. Research limitations/implications This study contributes to e-government research by extending the design knowledge for the construction of domain-specific MOOC platforms. Moreover, the study contributes to platform economics by discussing existing theses and outlining new opportunities. The research also entails limitations, as the authors have solely considered MOOCs and neglected complimentary offers to sustain learning success. Practical implications This study provides practitioners with design principles they can use in their efforts to construct education platforms for the public sector. Moreover, the study presents a working MOOC platform instantiating these DPs, and thus provides an exemplary reference. Social implications Not fulfilling expectations regarding digital public services comes with a risk of decreasing trust in public organizations and the overall government. The results of this study contribute to enabling public officials fulfilling stakeholders’ expectations and generating public value. Originality/value By linking e-government competence education with MOOC platform design, this research approximates an important research gap. Scholars previously investigated e-competences and focused on alone-standing MOOCs to convey those. The results of this study offer the potential to construct platforms to centralize such fragmented solutions, maximizing their impact among public officials.

Digital Transformation of Public Services: An Analysis of the Effectiveness of Online Services at the Local Government Level

This study examines the effectiveness of online services at the local level (District) Office which sees the existence of E-Gov encouraging the government to create good governance in providing information needs and transparency to the community. The renewal of public services in the reform era is the main focus of the government as an effort to realize good governance. The research method used is qualitative. This research uses the concept proposed by Pedrosa et al (2022) which uses eight indicators of the effectiveness of digital public services: ease of use, usefulness, simplicity, reliability, availability, understandable, consistent, and fast. The results showed that online-based services at the agency were effective in several aspects, such as trust and availability, but there were still shortcomings in the aspects of simplicity and consistency. Online services are considered easy to find through familiar channels and have a fast response, less than an hour. Nevertheless, the implementation of online service SOPs still needs to be improved. This study concludes that online services have become an attractive asset in the effort to transform the digitalization of public services.

European citizenship and digitalization: A new roadmap for interconnection

EU citizenship is strongly linked to digital transformations, as digitalisation redefines how citizens engage, communicate and participate within the EU. Digital advancements have transformed the European public sphere and are radically changing democratic deliberation by enhancing access to information, facilitating transnational dialogue and fostering new forms of civic engagement. E-governance and digital public services streamline administrative processes, making it more convenient for citizens to access various services. Digitalisation of interaction among EUs’ citizens can support their mobility and connectivity. However, rapid digital advancement also brings challenges of evolving multifaced EU identity in fast paced, post-truth, increasingly complex social system like the EU.The main goal of this article is to show the relevance of postmodern theories for the creation of a theoretical framework for digital European citizenship and the digital European public sphere. By embracing complexity, encouraging critical reflexion and prioritizing adaptability, a postmodern theoretical framework can enhance our understanding of the challenges and opportunities presented by digital technologies in the EU context, ultimately contributing to more inclusive, democratic and responsive forms of digital citizenship and public discourse.However, as this article shows, the synthesis of a postmodern perspective and digital technologies can also bring its own challenges, such as fragmentation, epistemological uncertainty or ethical dilemmas. Addressing these challenges requires critical engagement with both postmodern theories and digital technologies, acknowledging their complexities and contradictions while striving to promote ethical and inclusive uses of digital technology that empower EU citizens.

Digitalization for family documents: Improving awareness of digital archives using Google Drive for facing industry 4.0

It is necessary to understand digital-based family document management through training activities provided to the women's community in Sukodono-Sidoarjo. The aim of this program is to increase awareness of digital-based family document management in the era of technology 4.0 by providing lectures and practice of digital family archiving using Google Drive to mothers who have direct contact with managing documents in the family. This Community Service adopts experimental research with a quasi-experiment model, one group pretest-posttest design, where the level of success of the program can be seen from the increase in the training participants' abilities as shown by the results of the N-Gain Test calculation through Pretest and Posttest, affective scores, and psychomotor scores each participant. The results show that the digital-based family document management training agenda using Google Drive was effectively implemented by all participants based on the cognitive, affective and psychomotor aspects of this training. The effectiveness of this training has implications for increasing public awareness of digital archives for family documents owned by all participants, where this awareness is aimed at the use of digital public services in Sidoarjo. The use of the digital public service agenda promoted by the Government is an effort to increase SDGS 9 achievements in the indicator of the proportion of the population served by mobile broadband. Thus, the better prepared the community is to support digital public services, the higher the SDGs 9 score in a region/region.

Integration of Digital Public Services Mall Application with a Citizen Centric Government Services Approach

The integration of government services represents a practical solution in the context of the numerous applications developed by both Central and Regional Governments, particularly those used to access public service applications. The Digital Public Service Mall application can be leveraged by Regional Governments through data integration, enhanced with Single Sign-On (SSO) capabilities. This will facilitate collaboration between Regional Apparatus Organizations (OPD), enabling them to work together as technical managers of public services. Consequently, this will simplify public access to these services, eliminating the need for repeated data entry processes. Additionally, this system can be developed using facial recognition (FR) technology, which can be integrated with the Digital Population Identity (IKD). The concept of Citizen-Centric Government Services has been widely adopted by governments in various countries to bring government services closer to their citizens. This research focuses on analyzing the integration of data and public service applications, specifically the Digital Public Service Mall (MPP) application in West Java Province. The data analysis technique employed is descriptive-analytical with a qualitative approach. The Citizen-Centric Government Services framework assists in analyzing the extent of data and application integration implementation in a government service. This framework outlines the dimensions within it based on achievement indicators aligned with expectations. Data collection includes semi-structured interviews, participatory observations, and documentation. Based on the analysis results using the dimensional approach within the Citizen-Centric Government Services Framework, it is evident that the Digital MPP application of West Java Province is optimally utilized by the Regency/City Governments and the people of West Java Province. The analysis using the Citizen-Centric Government Services Framework approach reveals that several achievement indicators within each dimension can be met through effective collaboration between the government and the community.

Digital Transformation of Public Services in a Startup-Based Environment: Job Perceptions, Relationships, Potentialities and Restrictions

Digital transformation in public administration needs to be accompanied by more dynamic and intelligent strategies, which effect cultural change. Inspired by the business culture of startups, in 2021 the Brazilian government created the StartUp GOV.BR program to develop and accelerate the development of digital transformation projects within the Federal Government. This program aims to make digital transformation processes more proactive and flexible and generate more profitable operations. In this work, we investigated the perception of ICT practitioners (members of startups) about the program and the issues that surround it. Our goal was to identify relations, potentialities and restrictions of this program to contribute to outlining growth strategies, as well as the assets and capabilities needed to successfully transform digital public services in a startup-based environment. For this purpose, we conducted 23 focus groups with up to 12 people, totaling 175 participants. Then, we fully transcribed and qualitatively analyzed the data from each of the focus groups based on Grounded Theory. As a result, we developed maps of relationships between categories, along with narratives that help explain and understand the members’ perception of the StartUp GOV.BR program. We also listed 34 points for improvement and 62 actions to be taken to improve the program. The results achieved in this work can contribute to a research agenda of initiatives towards the Digital Transformation of public services in governments around the world combining innovative digital strategies based on the perspective of professionals.

Evaluation Of The Effectiveness Of Digital-Based Public Services In Makassar City

This study aims to evaluate the effectiveness of digital-based public service programs in Makassar City. The main focus of the research is to analyze the extent to which the implementation of digital technology in public services can enhance operational efficiency and public satisfaction. The research methods used are quantitative surveys and qualitative interviews with stakeholders, including government employees and city residents who use these digital services. Data analysis is conducted to measure the performance of digital services, identify obstacles faced in implementation, and assess the impact on citizen satisfaction. The findings indicate that the use of digital technology in public services significantly improves administrative efficiency and process transparency. However, several challenges need to be addressed, such as technical difficulties, resistance to change, and the lack of digital literacy among the population. Based on these findings, the study provides strategic recommendations to improve the implementation of digital public services to achieve higher satisfaction among Makassar City residents.