Citizens' Readiness for Proactive Public Services: A case study from Azerbaijan

Proceedings of the 15th International Conference on Theory and Practice of Electronic Governance Pub Date : 2022-10-04 DOI:10.1145/3560107.3560170

Gasim Khasmammadli, Regina Erlenheim

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引用次数: 1

Abstract

The provision of citizen-centric public services is a trending topic. In particular, proactive public service delivery is gaining momentum. Yet, this phenomenon is relatively understudied in academic research due to its novelty. Specifically, citizens' intentions and readiness to accept such services are untouched. To bridge this apparent gap, citizens' readiness for proactive public services is investigated in this paper. The goal is to define citizens' readiness for proactive public services and identify key factors influencing its uptake. To this end, existing research on public e-services and technology adoption was investigated, and a novel theoretical approach was formulated. Further, the case of the Childbirth allowance in Azerbaijan was studied; qualitative interviews and a quantitative questionnaire were conducted. Based on the results of the research, the author proposes an initial and exploratory model of citizens’ readiness for proactive public services. The model benefits academia by allowing further quantitative research on the use of specific services as well as comparative case study research from multiple countries. A few potential directions for future research are given at the end of the paper. Moreover, the results of the study could be used by government service providers to improve the delivery of proactive services.

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公民对主动公共服务的准备:来自阿塞拜疆的案例研究

提供以公民为中心的公共服务是一个热门话题。特别是，主动提供公共服务的势头正在增强。然而，由于这一现象的新颖性，学术界对其研究相对不足。具体而言，公民接受此类服务的意愿和准备程度未受影响。为了弥合这一明显的差距，本文调查了公民对主动公共服务的准备情况。目标是确定公民对主动公共服务的准备情况，并确定影响其接受的关键因素。为此，对现有的公共电子服务与技术采用的研究进行了梳理，并提出了一种新的理论方法。此外，还研究了阿塞拜疆的生育津贴情况;进行了定性访谈和定量问卷调查。基于研究结果，作者提出了一个初步的、探索性的公民主动公共服务准备模型。该模式使学术界受益，因为它允许对特定服务的使用情况进行进一步的定量研究，并对来自多个国家的比较案例进行研究。最后，对今后的研究方向进行了展望。此外，这项研究的结果可以被政府服务提供者用来改善主动服务的提供。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Proceedings of the 15th International Conference on Theory and Practice of Electronic Governance

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