Success Factors Influencing Citizens’ Adoption of IoT Service Orchestration for Public Value Creation in Smart Government

Abstract

Digitization and lightning expansions in digital technology have made it possible to collect data on almost anything, making it easier to quantify and integrate the collected data. The diffusion of IoT technologies has fostered the government-citizen relationship, creating a powerful argument for public value creation. Thus, IoT service orchestration can influence the development and trustworthiness of intention to use behavior. This study aims to explore the success factors of IoT service orchestration to create public value in smart government by integrating ISST and cognitive trust into TAM. Based on the literature and research outcomes, a comprehensive IoT-based Public Value Model (IoT-PVM) was developed to provide a complete picture of system success. This conceptual model is validated analytically through a quantitative method using PLS-SEM. The findings highlight that IoT service orchestration can enable the government to deliver public value, just as public trust has a parental role in building citizens' positive behavior intentions towards the use of IoT in e-government services. The model explains 71.8% variance in perceived ease of use, 59.7% in public trust, 62.6% in perceived usefulness, 61.9% in usage behavior intention, and 69.8% of public value creation. The study results and discussion offer valuable insights regarding the public value creation of IoTempowered public services and also contribute to academic research literature and are practically helpful for policymakers for designing IoT service orchestration and making government smarter, more transparent, and responsive to citizens.

Sustainable Applications of Smart-Government Services: A Model to Understand Smart-Government Adoption

“…The questionnaire contained 53 questions and fifteen variables that had been adapted from a previous research study to ensure content validity. For example, perceived trust, perceived information quality, and perceived awareness, availability of resources, perceived ability to use, perceived compatibility, self-efficacy, and perceived security were all taken from [60][61][62][63][64][65][66][67]. The perceived functional benefit, multilingual option, and perceived image were taken from [68][69][70].…”

Public Service Values and Chatbots in the Public Sector: Reconciling Designer efforts and User Expectations

“…Laddering connects the observable attributes (A) of a product or service (e.g., technology affordances) with the perceived consequences, that is, the benefits or feelings experienced by the user (C). These in turn are linked to core values or beliefs held by the user (V) [36,37]. Laddering is an interviewing approach that enables understanding how users translate the attributes of an artifact into meaningful value interpretations [31].…”

“…First, future research can use findings of our empirical research (public service value dimensions for chatbot-mediated public service delivery) as an initial guide for developing and proposing design guidelines and recommendations that support embedding the values in the design of chatbots. Overall, public service value dimensions play a role towards the user acceptance of digital systems in the public sector [37], we invite future research to investigate this notion in the context of chatbots.…”

Emergence of the Smart Society

“…urban data platforms as interfaces for smart governance) and innovative practices to improve the delivery of public services and the engagement of citizens, with the first phase of cooperation and the second phase of a responsible, transparent and accountable approach to decisionmaking in the development and implementation of public policies and concrete public projects (Anand & Navio-Marco, 2018;Barns, 2018). Various authors (e.g., Chohan & Hu, 2020;Bolivar, 2015;Castelnovo, Misuraca, & Savoldelli, 2016) have stated that smart government, effectively used by politicians, is a management tool in public action that promotes public confidence in government institutions at all levels. Smart governments play an essential role in the initiative to develop an innovative urban environment, involving a complex dialogue between governments (supply) and citizens (demand) and other stakeholders (Pereira, Parycek, Falco, & Kleinhans, 2018).…”