The perception of automated public service and its impact on citizens attitude and engagement

Abstract

Earlier at the 90’s the government agencies before initiating and integrating digitalization of public services was using the conventional methods that was made in physical, by letter, or by phone which in order takes several processes in addition to consuming the time of both parties the facility provider and citizen burdening the citizen-government relationships and interaction (Lindgren, et al, 2018)1. Many governments have launched digital government in specific E-Government those initiatives to bring data analytics technologies into the government sector. It was discovered that automated systems are unsuitable for covering all the people as they should be treated equally, and administrative burdens may be imposed on ignored citizens. Thus, how effectively a government uses government digital services to proactively create public services is a common indicator of a government's digital maturity and growth in the area public services infrastructure which gave every citizen a personal record, digital identity, and data signature (Engin, Treleaven, 2018)2. Service concepts is widely used but not to mentions that it causes frustration and confusion as it carries more than just one meaning in several fields such as E-service, Digital Service which is inferior as it’s broadly used for almost all service of electronic communication between both the government and citizens (Lee, 2010)3