文章基本信息

标题：Best Practices and Methodologies to Promote the Digitization of Public Services Citizen-Driven: A Systematic Literature Review
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作者：Heloise Acco Tives Leão ; Edna Dias Canedo
期刊名称：Information
电子版ISSN：2078-2489
出版年度：2018
卷号：9
期号：8
页码：197
DOI：10.3390/info9080197
语种：English
出版社：MDPI Publishing
摘要：Governments at all levels have a mandate to provide services, protect society, and make the economy prosper. While this is a long-term goal, citizens are now expecting greater and faster delivery of services from government. This paper presents a systematic literature review of service digitization carried out by the governments of several countries, which was motivated by the lack of primary studies in the literature related to the identification of the processes and methodologies adopted by these governments and private companies to provide their services to the citizen. This work also contributes to the identification of best practices, technologies and tools used for the provision and evaluation of digitized services provided and how governments are evaluating the gains from digitization. These results of this systematic literature review serve as inputs to guide current and future research of the Brazilian Government in the construction of a digital platform for the provision of its services directed to the citizen, seeking to analyze their needs and improving the services currently provided.
关键词：service digitization; government services; digital government; digital governance strategy; citizen-driven service digitization ; government services ; digital government ; digital governance strategy ; citizen-driven