Does public service delivery through new channels promote citizen trust in government? The case of smart devices

Public Sector Reform and Perceptions of Public Servants: An International Longitudinal Review

“…There have been a growing number of studies analyzing citizens' perceptions of the government and civil service (Vigoda-Gadot 2009;Van Ryzin 2007;Van de Walle 2007;Kim 2005). More recently, scholars have also studied the relationship between these perceptions and other variables such as citizen satisfaction with public services (Van de Walle 2018), citizens' acceptance of regulations (Mørk et al 2017), bureauphobia (Del Pino et al 2016), electronic participation (Krishnan et al 2017), support of public sector reform (Camoes and Mendes 2019), public sector transparency (Porumbescu 2017), citizen participation (Lee and Lauer Schachter 2019;Slomczynski and Janicka 2009), use of social media to enhance trust in government (Chen and Sun 2019;Kim et al 2017), and quality of government (Khan 2016), among others. Public views about government play an important role in how citizens judge both its performance and legitimacy.…”

“…Moreover, behavioral experimental research has confirmed the existence of a "negativity bias" both in citizens' assessment of information about government performance (Deslatte 2020;James and John 2007;Olsen 2015Olsen , 2017, and politicians' assessment of bureaucratic performance (Nielsen and Moynihan 2017; Hong and Kim 2019). There is also evidence that rapid changes in the widespread use of social media and information technologies have raised the pace at which citizens build their perceptions toward the State and their representatives (Lee and Lauer Schachter 2019;Chen and Sun 2019;Porumbescu 2016Porumbescu , 2017Haro-de-Rosario et al 2018;Park et al 2016;Im et al 2012;Kim et al 2017). Hence, negative images and assessments of government performance seem now to be more frequent and salient.…”

Strengthening digital inclusion through e-government: cohesive ICT training programs to intensify digital competency

“…This section discusses the development of hypotheses concerning our research questions. In an information society, public services must be disseminated to all without discrimination (S. K. Kim et al, 2019), which will positively reinforce digital inclusion. Mobile learning is an effective tool in such a training environment was noted in studies by (Karmila, 2013;Sampson, 2006), who suggested that mobile learning is an effective tool for skill training and it is also suitable to deliver personalized training.…”

Structural changes driven by e-petitioning technology: changing the relationship between the central government and local governments

“…For the institutionalization of the public participation process, however, Bartels (2013) argued that "public encounters, face-to-face contact between public professionals and citizens, was first identified as a key issue in public administration 80 years ago, but never developed into a subject area of its own" (p. 469) due to bureaucratic type of organization. e-Petitions can overcome the hierarchical and bureaucratic structure of public administration with the help of new governance relationships (Farazmand, 2012) and improve the public's trust in government (Welch, Hinnant, & Moon, 2005;Torres, Pina & Acerete, 2006;Kim, Park, & Rho, 2017;Mahmood, Weerakkody, & Chen, 2019). e-Petitioning practices might have many effects on governance in public administration and, for example, stimulate public participation.…”