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Information 2018, 9(8), 197; https://doi.org/10.3390/info9080197

Best Practices and Methodologies to Promote the Digitization of Public Services Citizen-Driven: A Systematic Literature Review

Department of Computer Science, University of Brasília (UnB), P.O. Box 4466, Brasília-DF CEP 70910-900, Brazil
These authors contributed equally to this work.
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Author to whom correspondence should be addressed.
Received: 5 July 2018 / Revised: 23 July 2018 / Accepted: 27 July 2018 / Published: 2 August 2018
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Abstract

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. View Full-Text
Keywords: service digitization; government services; digital government; digital governance strategy; citizen-driven service digitization; government services; digital government; digital governance strategy; citizen-driven
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This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. (CC BY 4.0).
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Acco Tives Leão, H.; Canedo, E.D. Best Practices and Methodologies to Promote the Digitization of Public Services Citizen-Driven: A Systematic Literature Review. Information 2018, 9, 197.

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