A proposed conceptual success model of citizen-centric digital government in Malaysia

Abstract

The emergence of Digital Government throughout the world is reflecting how governments are trying to find innovative digital solutions towards empowering social, economic and political advantage. Effective service delivery to citizens through Information Communication Technology application such as integrated citizen service information systems is a prerequisite to achieve citizen-centric digital government. Measuring success of such systems is a growing concern. However, very few studies have attempted to find success factors using Information Systems theoretical approach in the context of digital government, particularly in Malaysia. Therefore, this study is designed to bridge the gap by identifying such factors and propose a conceptual model. This study addresses success factors from system and personal traits’ perspectives, behavioral intention, satisfaction, trust and citizen empowerment as determinants of digital government success.

Keywords: Digital government; e-government; trust; digital services; information systems