Exploring success factors for developing citizen-centric digital public services - insights from a case study

Digital technologies open opportunities to use e-government to increase service quality beyond statutory duties. However, most digital public services are not designed to be citizen-centred, i.e., personalised to the heterogeneous range of citizens' needs. Hence, public sector organisations do not tap the full service quality potential, and research and practice alike require guidance on developing citizen-centric digital public services (CCDPS). This article provides success factors for CCDPS development using an exploratory case study. Building on a deductively derived conceptual foundation on the success factors of information technology projects for public sector organisations, we conducted a 16-month case study investigating a German region's CCDPS development project. This led to the empirically compiled framework for CCDPS development, which comprises 18 success factors. Our work provides guidance and a blueprint for CCDPS development using the success factors from our exploratory case study.