Review on Factors Affecting Digital Citizen Experience While Using Online Government Services

Abstract

Purpose: The Digital Citizen Experience is the Interaction between the government and citizens via various channels that generate mutual value. Governments can create meaningful experiences for individuals, communities, and businesses by merging organizing ideas and user experiences. As a result, value propositions and trust are created. Citizens and Government benefit from digital interactions in public services. These interactions assist municipalities in simplifying the citizen experience and engaging the community while ensuring public service continuity in times of crisis. Furthermore, automating ongoing tasks frees up employees to concentrate on citizens

Methodology: This review study explores factors affecting the citizen experience while using online government Services. Data is obtained through secondary source from journal articles and scholarly /academic research publications.

Finding: This research review outcome will identify factors such as perceived usefulness, ease to use, product experience delivery responses times, technological, login, customer support and transactional experience affect digital citizen experience. With the, e-government initiatives implemented to provide timely completion of tasks, transparency, and accountability. To make most effective judgements when digital government services, practitioners must revise their strategies 

Originality /Value:

Digital change in India has led to a new era of digital change, with information availability and openness allowing for the use of digital services.  This study investigates the link between citizen experience and online government services, which also includes factors affecting Digital citizen experience while using online Citizen centric Services and Current digital citizen Experience trends.

Paper type: Review paper