Public Value Creation through Digital Service Delivery from a Citizens’ Perspective

Dolores E. Luna, Sergio Picazo-Vela, J. Ramon Gil-Garcia, Gabriel Puron-Cid, Rodrigo Sandoval-Almazan, Luis F. Luna-Reyes
June 25, 2019


The use of information technologies for the delivery of government services is core in the mission of government around the world.

Although the promise of public value creation through digitizing government services is a recurrent theme in the literature, we still know little about the actual mechanisms of value creation from the citizen’s perspective. 

Understanding public value creation through digital service delivery is a complex and important research problem. 

Recent attempts to understand the impacts of electronic services value from the citizens’ perspective suggest that dividing service delivery in several stages could be a valuable approach to understand the different models of managing public service delivery, as well as the main sources of value to citizens and society.

Moreover, the approach provides a model that can be used by public managers in the design, implementation, and evaluation of citizen-centered and value-based government services. We explore the usefulness of the framework through a series of focus groups with citizens in Mexico. 

As a result, we identified 3 families of services that follow trajectories with similar stages in the citizen-government interaction, and we describe citizen’s perception of value from these conversations.