Citizen-Centric Approaches to E-Government for Improving Public Service Delivery

Abstract

This study explores citizen-centric approaches to e-government as a means to improve public service delivery. As governments worldwide increasingly adopt digital platforms to enhance transparency, accessibility, and efficiency, it is crucial to understand how these systems can be designed to prioritize the needs and experiences of citizens. This research employs a qualitative approach, utilizing in-depth interviews and case studies of e-government initiatives in various countries to identify key factors that contribute to successful citizen engagement and service delivery. The findings reveal that citizen-centric e-government systems must not only be user-friendly and accessible but also tailored to the diverse needs of the public, incorporating mechanisms for feedback, participation, and responsiveness. Effective communication, trust-building, and the inclusion of marginalized groups are identified as essential components of successful implementation. Moreover, the study highlights the challenges faced by governments in ensuring equitable access to digital services, addressing privacy concerns, and managing the digital divide. The analysis concludes that adopting a citizen-centric approach to e-government is critical for improving the overall effectiveness and inclusivity of public service delivery, fostering greater civic engagement, and enhancing governmental accountability. By aligning e-government strategies with the expectations and needs of citizens, governments can foster more responsive, efficient, and sustainable public service systems.