Factors Affecting User Experience of E-Government Services: An Exploratory Review

As governments worldwide increasingly embrace digital transformation, e-government services have become integral in providing citizens with convenient access to public services and information. However, the success of these digital initiatives depends heavily on the user experience (UX) they offer. This paper presents an exploratory review of the user experience factors influencing e-government services. Drawing upon existing literature and empirical studies, this review identifies and examines key factors that shape the UX of e-government platforms, including accessibility, usability, security, personalization, multi-channel accessibility, content quality, and feedback mechanisms. The paper explores how these factors contribute to the public value generated by e-government services, encompassing benefits such as enhanced accessibility, improved efficiency, increased citizen engagement, greater transparency, cost savings, and innovative service delivery. Furthermore, the review highlights the need for governments to prioritize user-centered design principles and continuously evolve their digital offerings to meet the evolving needs and expectations of citizens. By synthesizing existing research and insights, this paper provides a comprehensive understanding of the UX factors influencing e-government services and offers valuable insights for policymakers, practitioners, and researchers seeking to enhance the effectiveness and impact of digital government initiatives