Digital Municipal Service System

Abstract

Digital Municipal Service System (DMSS) is an influential segment of e-governance, which provides citizen and business services through authenticity, cost-effectiveness, and social inclusiveness using information technology. Developed nations have succeeded in their planned target of DMSS, though developing countries are still on the way to achieving nationwide goals. Nevertheless, more research is needed regarding the issue. Hence, the study investigates the determinants of DMSS and its effectiveness. It considers a qualitative research strategy in the investigation following the subjectivism and interpretivism research philosophy and constructivist research paradigm. The data were collected through open-ended interviews with the IT specialists and a survey of 105 DMSS users in Bangladesh using Microsoft Teams and Forms. The thematic analysis was accomplished to make data patterns.

The empirical findings suggest that the effectiveness of DMSS depends on the quality and convenience of the digital service platform since those provide service utility for citizens. However, the study also indicates that citizens feel anxiety about using technology because of natural comfort, digital service risk, and complexity. The study shows that the consumption and resistance theory must consider accountability and transparency in digital service development.

The study suggests that organizations must focus on service quality and convenience to promote citizens for digital inclusion. They must also be transparent and accountable throughout the development process of a digital service platform, including technology infrastructure, cyber security, and digital literacy.