Winning digital citizens: A model and instrument

Mohammed Aladalah, Yen Cheung, Vincent C.S. Lee

    Research output: Chapter in Book/Report/Conference proceedingConference PaperResearchpeer-review

    3 Citations (Scopus)


    Citizens may not always be right, but governments are recognizing their right to exercise more control over their public service experience. As government agencies increasingly explore the use of digital capabilities to empower citizens and increase their engagement, Gov2.0 has emerged as an enabler and an enhancer of citizen engagement. Government agencies that adjust their engagement models to include one or more of these tools stand to gain engaged digital citizens who are more empowered with positive engagement experiences. However, little research has been done on citizen empowerment to realize public value via citizen participation and satisfaction. Our understanding about the drivers that encourage citizen to participate via Gov2.0 is limited due to the lack of rigorous research that covers issues beyond the e-government field. Therefore, this paper discusses a transdisciplinary model that identifies the relevant empowerment dimensions that affect citizen participation and satisfaction. This paper extends prior literature by evaluating citizen empowerment as a precedent of citizen participation and satisfaction, which in turn is expected to enhance public value. Further, it proposes a validated research instrument that can be employed in citizen's survey. It can also be used as an evaluation tool to identify, measure, and manage citizen participation via Gov2.0. Implications of the study suggest a need to consider citizen empowerment in understanding citizen participation and satisfaction.

    Original languageEnglish
    Title of host publicationPACIS 2016 Proceedings
    EditorsPatrick Y.K. Chau, She-I Chang
    PublisherPacific Asia Conference on Information Systems
    Number of pages17
    ISBN (Electronic)9789860491029
    Publication statusPublished - 2016
    EventPacific Asia Conference on Information Systems 2016 - Chiayi, Taiwan
    Duration: 27 Jun 20161 Jul 2016
    Conference number: 20th (Proceedings)


    ConferencePacific Asia Conference on Information Systems 2016
    Abbreviated titlePACIS 2016
    OtherThe Pacific Asia Conference on Information Systems (PACIS) is an annual academic conference intended to provide a high quality conference for researchers, senior scholars, practitioners to share their visions and knowledge. The theme of the conference this year is “IT Governance for Future Society.” With the rapid development and application of new information technologies, how to manage them effectively to increase productivity and reduce risks is critical. This is particularly important for developing countries in the Asia Pacific Region.
    Internet address


    • Citizens
    • E-government
    • Empowerment
    • Gov2.0
    • Participation
    • Satisfaction

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