The interplaying roles among the user groups must be adequately-mapped to fulfil the design needs of E-government applications. In previous studies, the design of citizen-centric e-government and its theoretical understanding is still limited in relation to the requirement of engaging malleable features for supporting all relevant users’ roles in governing bodies. Operationalising IS theories to improve the design of e-government application has been a much sought-after objective. Yet, there is a lack of actionable guidance on how to develop e-government application that exhibits high levels of users’ engagement through malleable features. Under a participatory good governance perspective, the paper reports a qualitative study and identifies requirement of malleable provisions to support the interplaying roles among users in a case demonstration of extensional service delivery in government. While service content describes the features available on an e-government application for assisting user groups in completing their support services.