The Impact of Digitalization on Peruvian Public Services

Abstract

The digital transformation of public institutions ensures that digital services meet citizens' needs and expectations. However, this transformation is not always reflected in public services. In general, digital public services lack continuous improvement processes that enable public organizations to anticipate citizens' needs and provide a better experience to their citizens. Therefore, it is interesting to understand how citizens assess governments' digital technologies and public services to identify those features that may increase citizen satisfaction and their intention to use these services in the future. This study analyzes the impact of digitalization on Peruvian public services and how these services, in turn, may satisfy user experience. The PLS-SEM technique assessed the proposed model with data collected from 119 Peruvian adult citizens. The results demonstrated empirical support for the theorized model, indicating that digitalization has an essential impact on shaping improved services, which increases citizen satisfaction and usage intention. Practical implications and recommendations are further developed.