Enterprise architecture for the transformation of public services based on citizen’s feedback

Abstract

Purpose Current literature argues that citizen engagement platforms must be used to gather citizens’ feedback to provide improved quality of services to citizens. However, limited studies consider the challenges faced by practitioners at the local level during the incorporation of those feedback for continuous service improvement. As a result, these services fail to fulfil the need of citizens. The purpose of this study is to structure the relationship between citizens’ feedback and continuous service improvement to meet the need of citizens. Design/methodology/approach Design science research methodology has been adapted under which a case study approach has been followed to investigate one of the citizens’ engagement platforms in Ireland. Findings The results from this study highlighted that practitioners faced challenges (e.g. capacity, risk and constraints) in terms of fulfilling the needs of citizens and there is a lack of structured approach to continuously provide improved services to them. Research limitations/implications This study provides a structured approach in the form of a process model to showcase how citizens’ feedback can be incorporated for continuously providing improved services to the citizens. Social implications This research provides a prescriptive view to assist municipalities during the incorporation of citizens’ feedback for continuous service improvement while addressing the challenges they face during this process. Originality/value This paper proposes a process model based on the guidelines of the open group architecture framework enterprise architecture and the collaboration with practitioners that would assist local authorities in continuously providing improved services to the citizens.