Co-creation of value between customers and providers in government e-service delivery

TL;DRAbstract

Many governmental agencies are employing information and communication technology (ICT) to modernize service delivery to citizens which affords them to put a lot of information online for citizens’ use. Despite this, there is greater demand for service value by citizens that meet their needs in all facets of life. However, lack of co-creation value mechanism impedes government understanding of customers and providers e-service value. The research aims to explore government e-service value between customers and providers from a co-creation value perspective. The research adopts an interpretive paradigm approach as a mode of inquiry. The approach is an integrated framework comprising soft system methodology (SSM) and Dialogue- Access-Risk Management-Transparency (DART) model. It serves as a theoretical lens to gain deeper insights into data collection and analysis. The framework was applied to two case studies to understand the value of government e-service for customers and providers. Q

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