Digital Government Communication Strategis for Enhancing Public Service Delivery
Keywords:
Digital Government; Government Communication; Public Service Delivery; E-Government; Digital Transformation; Citizen Engagement; Omnichannel Strategy; Digital Trust; Public AdministrationAbstract
The accelerating digitalization of public administration has fundamentally transformed the nature of government communication and public service delivery. Governments worldwide are deploying digital communication strategies to bridge the gap between administrative efficiency and citizen expectations, yet significant disparities persist across governance contexts in terms of adoption, effectiveness, and inclusivity. This study investigates the digital government communication strategies employed by public agencies to enhance service delivery, identifies key determinants of strategy effectiveness, and proposes an integrative framework for optimizing digital government communication in diverse governance contexts.A mixed-methods approach was employed, integrating a systematic literature review of 87 peer-reviewed articles (2019–2025), a quantitative survey of 412 civil servants and 618 citizens across five regions, and qualitative in-depth interviews with 24 senior government communication officials. Data were analyzed using thematic analysis, descriptive statistics, and Structural Equation Modeling (SEM-PLS). Four dominant digital communication strategy clusters were identified: Omnichannel Integration (β = 0.521, p < 0.001), Data-Driven Personalization (β = 0.448, p < 0.001), AI-Powered Citizen Engagement (β = 0.396, p < 0.01), and Transparency and Open Data Governance (β = 0.361, p < 0.01). Digital trust emerged as the strongest mediator (β = 0.487) between strategy implementation and perceived service delivery quality. Digital literacy gaps, institutional resistance, and infrastructure inequality were identified as the primary barriers.Effective digital government communication requires a holistic, citizen-centric, and trust-building approach that integrates technology, institutional reform, and inclusive design principles. The proposed DACE (Digital–Accessible–Collaborative–Evidence-based) Framework provides actionable guidance for governments seeking to leverage digital communication for sustainable public service transformation.
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