Designing and Implementing a Digital Governance Model with an Approach to Service Excellence and Public Participation in Government Organizations
Keywords:
Digital governance, service excellence, public participation, government organizationsAbstract
The purpose of this study was to design and conceptualize a comprehensive digital governance model emphasizing service excellence and enhanced public participation in government organizations. This applied research adopted a qualitative methodology based on grounded theory. The study population consisted of experts and managers from leading government organizations in digital governance, from which 14 participants were selected through purposive sampling. Data were collected via semi-structured interviews and analyzed using ATLAS.TI software through open, axial, and selective coding procedures. Inter-coder reliability was verified using the Kappa coefficient. Data collection continued until theoretical saturation was achieved, and extracted concepts were systematically categorized into core model components . The findings revealed that the digital governance model is structured around five core categories: causal conditions (public dissatisfaction, lack of transparency, structural corruption, and digital inequality), intervening conditions (technological sanctions, inconsistent political support, limited human resource capacity, and policy misalignment), contextual conditions (centralized administrative structures, resistant organizational culture, weak infrastructure, and regional digital divide), strategies (integrated system design, human resource empowerment, process digitalization, and stakeholder engagement), and consequences (enhanced transparency, increased citizen satisfaction, reduced costs, and improved service equity). The results indicate that effective digital governance requires a multidimensional approach addressing structural, technological, human, and institutional factors simultaneously. Successful implementation depends on systemic administrative reforms, strengthening digital capabilities, expanding technological infrastructure, and fostering active citizen participation within governance processes.
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Copyright (c) 2025 Rohollah Dana (Author); Shahla Sohrabi; Vahid Araei (Author)
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