Citizen engagement in co-creation of e-government services

A process theory view from a meta-synthesis approach

Datos Bibliográficos

ID12420737
AutoresAnupriya Khan (0000-0002-4751-5875, Indian Institute of Management Kozhikode, autor de correspondencia), Satish Krishnan (0000-0002-5538-4764, Indian Institute of Management Kozhikode)
Año2021
Volumen31
Número4
Páginas1318-1375
Fecha de publicación2021-02-03
Peer ReviewedSí
Open AccessSí
TipoARTICLE
RevistaInternet Research (JOURNAL)
Identificadores de la revistaISSN: 1066-2243 • E-ISSN: 2054-5657
EditorialEmerald Publishing Limited (PUBLISHER • GB)
DOI10.1108/intr-03-2020-0116
OpenAlexW3127346447
IdiomaEN
Citas recibidas17
Referencias citadas112

Purpose The purpose of this study is to develop an in-depth understanding of the overall process of facilitating co-creation of e-government services, focusing on the government's role in fostering citizen engagement. Design/methodology/approach This study conducted a meta-synthesis of qualitative case studies encompassing analyses on a case-specific level followed by syntheses on a cross-study level. Findings Through meta-synthesis, the study developed an integrated framework, the process theory view of enabling co-creation of e-government services, illustrating how co-creation could be initiated and facilitated by the government. Research limitations/implications By providing critical insights into co-creation steps, the process theory view offers a holistic theoretical understanding of enabling co-creation by identifying factors driving and motivating governments to initiate co-creation activities, interpreting the prerequisites for co-creation and the importance of impact assessment. Practical implications This study offers important implications for public authorities, administrators and policymakers by helping them enhance their knowledge base on the co-creation process to facilitate a higher level of collaboration between citizens and government for effective and efficient public service delivery through e-government. Originality/value While it is widely acknowledged that citizen engagement is crucial for improving and transforming the development and delivery of e-government services, it is equally recognized as a challenging and complex task. Through a meta-synthesis of qualitative case studies, this study is one of the first to develop a process theory view for offering a holistic understanding and crucial insights for addressing the concerns over the co-creation of e-government services

Business · Co-Creation · Government (linguistics · Knowledge management · Originality · Political science · Process (computing · Process management · Public relations · Qualitative research · Service (business · Service delivery framework · Sociology · Computer Science · E-Government and Public Services · Public Policy and Administration Research · Technology Adoption and User Behaviour · Marketing