Key drivers for public value creation enhancing the adoption of electronic public services by citizens

Abstract

Purpose The relationship between citizens and government has been gradually changing from government centered to citizen centered. These changes can be understood from the public value perspective, which is a promising way to foster the use of electronic services (e-services) by citizens. The purpose of this paper is to analyze how key drivers for public value creation can enhance adopting electronic public services by citizens. The use of e-services as a basis for applying smart technologies is also discussed. Design/methodology/approach A qualitative study based on both a systematic literature review and a case study of an e-service provided by a Brazilian state government. Findings The study identifies that creating public value happens only after adopting e-services and that public value can be perceived directly by those who use the service or indirectly by the observation of people who have adopted it. A two-dimensional framework showing the direct and indirect factors that drive public value creation is proposed based on the data collection and literature review. Research limitations/implications The proposed conceptual framework remains untested and the data collection in the Brazilian context might be a limitation. Other studies could gather data based on the collective uses of e-services. Originality/value The framework can be used in other studies concerning public value creation. Public managers might consider its drivers when planning e-services as a way to link them to social, political and collective issues in addition to smart technologies.

Public Value Based E-Government Maturity Model: A Literature Review

“…[59] Innovation orientation [1], [11], [14], [45] Productivity [1], [11], [25] Satisfy users' needs [1], [11], [12], [17], [63], [68] Service enhancement [1], [4], [10]- [12], [14], [17], [19], [25], [37], [40], [50], [56], [69] Better management of public resources and funds [1], [11] Responsiveness [1], [4], [11], [12], [35], [50], [61], [67] Respect for the individual [1], [11], [63] 2. Improved Administrative Efficiency Accountability within public organization [1], [11], [17], [25], [51], [59] Cost reduction and savings [1], [11], [38] Competitiveness…”

“…[59] Reliability [1], [11], [61] Process automation [1], [11] Errors reduction [1], [11] Process optimization sustainability [1], [11], [61], [67] Governance [1], [11], [56], [63] Better management of [1], [11]…”

The moderating role of trust in government adoption e-service during Covid-19 pandemic: health belief model perspective

“…Their study revealed that security and satisfaction significantly influenced the intention to use an e-service and the acceptance of e-service technology in Malaysia. Lopes et al [8] found four main keys that could increase the adoption of electronic public services by citizens in Brazil: collaborative process, governmental readiness, E-service design, and citizen trust. In the context of developed countries, several factors such as trust of the Internet, trust of the government, perceived ease of use, perceived usefulness, and perceived risk are used as models to see the effect on the intention to use government e-services [9,12].…”

“…In general, the studies look at adoption factors from the technology dimension, such as perceived ease of use or performance expectancy and perceived usefulness or effort expectancy. Since these studies did not provide sufficient information to understand adoption behavior, several other studies also involved trust as a direct predictor (main effect) in government e-service adoption behavior [4][5][6][7][8][9]. Trust is also considered a moderator that may affect government e-service adoption behavior.…”

Indicador de Valor público para melhor compreensação da Accountability

“…No levantamento dos principais estudos, os autores buscaram avaliar o valor público a partir da percepção dos cidadãos, em ambientes específicos, utilizando modelos, métodos e técnicas, como balanced scorecard, observação, pesquisa-ação longitudinal, aplicação de surveys e entrevistas. Apesar do crescente aumento de estudos internacionais na última década (Van der Wal, Nabatchi, & Graaf, 2015;Lopes, Luciano, & Macadar, 2018), pouco se tem estudado sobre criação de valor público no Brasil (Lopes, Luciano, & Macadar, 2018;Porto, 2018;Matos, Amaral, & Iquiapaza, 2018;Santos, Andrade, & Lima, 2019) e pouca atenção é dada às métricas (Meynhardt & Bartholomes, 2011;Williams & Shearer, 2011, Van der Wal, Nabatchi & Graaf, 2015Faulkner & Kaufman, 2018). A carência de desenvolvimento de métricas, para alguns autores, justifica-se pela falta de uma definição clara do que seja valor público (Alford & O'Flynn, 2009;Williams & Shearer, 2011;Faulkner, & Kaufman, 2018).…”