Organizing the public sector for improving the quality of digital public services

The research explores how ICT can enhance public service quality and citizen satisfaction and trust using a contingency theory based on 17 attributes.

- Europe/Lisbon
Campus de Couros, Rua de Vila Flor 166, Guimarães, Portugal

According to Janita & Miranda (2018), adopting ICT to improve the quality of public services is one of the objectives of Digital Government, where this quality of public services typically develops gains in the efficiency of the public sector organization and improves the provision of public services. (Borchorst et al., 2012; Hu et al., 2012; Tebib & Boufaida, 2013).

Citizens' perception of the quality of public services has been associated, in the literature, with their satisfaction (Fan & Yang, 2015; Kant et al., 2017; M. Khan et al., 2015; Psomas et al., 2020; Tumiwa et al., 2018) and the level of trust they place in public institutions and the State in general (Morgeson & Petrescu, 2011). In this research, I am investigating how the public sector should organize itself to improve the quality of digital public services based on the theoretical lens proposed in some of the main theories and methods from seventeen organizational attributes identified in the literature, whose applicability will be assessed through quantitative and qualitative methods.

Related content


DXMI: Review and update the Digital Maturity Index in Saudi Arabia

Saudi Arabia’s DGA’s DXMI aims to enhance digital services, align with Vision 2030, and boost user satisfaction annually.

01 Jan 2023


Service 360: Dubai the Model Center expert advise on public sector innovation, monitoring and measurement

Dubai’s Service 360 vision aims for AED 1 billion savings, fewer service visits, and high user satisfaction by 2026.

10 Aug 2022


Study on country models for the international transfer of digital government experiences and solutions

Study explores ICT sector’s potential, identifies global good practices for IT solution export. Cases: Denmark, Estonia, India, Korea analyzed.

21 Feb 2023


Seminar Shares Insights on Integrating Landscape Approaches into National Biodiversity Strategies

The event featured expert presentations on applying landscape approaches for biodiversity conservation, sustainable use of resources, and equity.

17 May 2024