Seminar

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.

Time
- Europe/Lisbon
Address
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.

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