Paper Type
Complete
Paper Number
1587
Description
Public trust is essential for the successful implementation of governmental policies. Nevertheless, according to the OECD reports for 2021 and 2023, it has decreased over time. The government could strategically use digital technologies to enhance transparency and foster trust. This study intends to explore how various factors influence the DGT (digital government transformation) in shaping public trust. The study uses a convergent mixed-methods approach. The data was obtained from the Indonesian government's employees, who are responsible for the digitalization of civil servants' recruitment tests, in order to address the public trust issue. The results confirm that collaboration, financial support, country characteristics, and transparency are significant factors. On the other hand, digital capabilities, governance, leadership, and organizational partners are important in qualitative findings but insignificant in quantitative results. The study contributes to both theoretical and practical insights for researchers or policymakers seeking to shape public trust through DGT.
Recommended Citation
Virnandes, Sose Raeinaldo; Shen, Jun; and Vlahu-Gjorgievska, Elena, "Shaping Trust in Public Service: A Convergent Mixed-methods Investigation of Digital Government Transformation" (2024). PACIS 2024 Proceedings. 4.
https://aisel.aisnet.org/pacis2024/track09_digittrans/track09_digittrans/4
Shaping Trust in Public Service: A Convergent Mixed-methods Investigation of Digital Government Transformation
Public trust is essential for the successful implementation of governmental policies. Nevertheless, according to the OECD reports for 2021 and 2023, it has decreased over time. The government could strategically use digital technologies to enhance transparency and foster trust. This study intends to explore how various factors influence the DGT (digital government transformation) in shaping public trust. The study uses a convergent mixed-methods approach. The data was obtained from the Indonesian government's employees, who are responsible for the digitalization of civil servants' recruitment tests, in order to address the public trust issue. The results confirm that collaboration, financial support, country characteristics, and transparency are significant factors. On the other hand, digital capabilities, governance, leadership, and organizational partners are important in qualitative findings but insignificant in quantitative results. The study contributes to both theoretical and practical insights for researchers or policymakers seeking to shape public trust through DGT.
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Transformation