Gov2.0: A Service Science Perspective

Recent e-Government literature has highlighted Government 2.0 (Gov 2.0) as a vehicle for greater citizen engagement. Despite previous high expectations, citizens’ involvement in Gov 2.0 has been relatively low. Theoretical lens from service science and value co-creation are adapted from the literature and integrated with findings from prior e-Government research to develop a conceptual framework for Gov 2.0 citizens’ participation. The framework suggests that citizens’ participation in Gov 2.0 is boosted by their satisfaction with the engagement process of public value co-creation. We propose that service science and value co-creation approaches are more relevant to Gov 2.0 research as a two-way interaction between citizens and governments rather than the current one-way focus. The benefit of this service science framework is that it enables understanding of citizens’ participation in Gov 2.0. Equally, this framework will benefit policymakers by informing them of the factors that influence and promote interaction with citizens. This paper aims to (1) formulate an initial framework that engage citizens to co-create public value in Gov 2.0 via the theoretical lens of service science; and (2) improve our understanding of Gov 2.0 tools and applications.