Synthesizing e-government maturity model: a public value paradigm towards digital Pakistan

Abstract

Purpose This study aims to fulfill the research gap by suggesting an appropriate and adaptable e-government (e-gov) maturity model for Pakistan not just in the abstract pattern relatively but also in a practical solution assured by the industry experts. Design/methodology/approach The qualitative research approach using key informants from the public sector domain; furthermore, e-gov performance artifacts were verified by the citizens through the process of focus group interviews. Findings The major finding of the study is the development of e-gov maturity model with implementations artifacts in proposed stages as follows: availability, interaction, integration, transactions and public participation. Research limitations/implications This study contributes a qualitative meta-synthesis in the field of e-gov maturity models and could support researchers who are in a quest of knowledge and references to develop new maturity models for their specific countries by providing them with useful resources for further investigation and study. Practical implications This maturity model will strengthen the argument that the e-gov services are necessary for the acceptance behaviour of the citizens and the prosperous public administration by the Government in Pakistan. This research strengthens the science-policy interface that has prevented governments from delivering changes on the ground to the public, and it will also identify diversified opportunities for the e-gov sector that can reverse the lack of investment in this domain. Social implications The study intends to provide directions to policymakers for the development of e-gov services for the citizens. Additionally, the public value of e-gov can be better understood in the form of citizens’ expectations from the government and this model will integrate public participation in the development of e-gov service. Originality/value The public value of e-gov can be better understood in the form citizens’ expectations from the government through this maturity model, furthermore, it can be recommended that the government can improve the relationship between the citizens and the state through the use of information and communication technologies which will strengthen the democratic process in Pakistan.