Work

Driving digital transformation in government services in Ghana: A value-creation perspective

Year: 2025

Type: article

Abstract: • The key value creation factors have a significant influence on citizens’ delight. • The study adds to theory by expanding Amit and Zott’s value creation model for use in citizen-based e-government services. • The efficiency of the online passport application platform significantly influences consumers' perceptions of value creation. • Security, reliability, and data protection (lock-in) motivate applicants to adopt and keep using the digital platform. This study examines how value creation serves as a mediator in enhancing citizen delight within e-government services, i.e., Ghana's digital passport application platform. It explores the relationship between key value creation factors, including transaction efficiency, product novelty, lock-in, complementarities, and citizen delight as outcome variables. The study contributes to the theoretical understanding of value creation in government service by adapting and expanding Amit and Zott’s value creation model to a citizen-centered e-government context. A quantitative method was used, employing a pre-tested survey tool and purposive sampling. A total of 395 responses were gathered between August and November 2024 and analysed using PLS-SEM. The results indicate that key value creation factors have a noticeable influence on citizen delight. The study highlights their significance in influencing citizens' perceptions and overall satisfaction and happiness with e-government services. Based on the results, several practical recommendations are made, including integrating value-creation factors into e-government services. This approach aims to cater to diverse consumer preferences, ultimately enhancing citizens' experience and satisfaction with the digital platform.

Source: Measurement Digitalization

DOI: 10.1016/j.meadig.2025.100019

Authors: Frederick Pobee, Abdul Bashiru Jibril, Aijaz A. Shaikh, Ardak Turginbayeva, Zhansaya Issayeva, Galimkair Mutanov

Institutions: University of Professional Studies, University of Kurdistan Hewler, Institute of Information and Computational Technologies, Al-Farabi Kazakh National University

Language: English

Topic: E-Government and Public Services

Subfield: Political Science and International Relations

Field: Social Sciences

Domain: Social Sciences

SDG: Industry, innovation and infrastructure

Open Access status: gold

Estimated APC paid: $2,100