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

Abstract

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. Qualitative data collected from respondents through interviews, observations and documents were analyzed verbatim. The study identified various current practices of government that influenced co-creation of eservice value and experience sharing between customers and providers. Apart from this, co-creation values applicable to government e-service were identified and the process of generating values between customers and providers were established and described. These findings led to the refinement of the integrated framework which considers organisation context, co-creation values categorisation and recommended practices. The framework serves as a guide for understanding customers and providers for co-creation value in government online environment.