User experience in digital public services

Abstract

From a marketing perspective, when the user experiences of the customers to whom services are provided are positive, the relevant company gains a competitive advantage. Similarly, for creating public value, the user experiences of citizens regarding public services are also important. The success of the digital services offered in the public sector is evaluated by their regular, and to extent to which citizens can adapt to these services, as they represent the user side of the public services. In the process of citizens' adaptation to digitalization, we encounter concepts such as user digital literacy, security concerns, digital anxiety, self-efficacy, and the digital divide. This study will review the literature on citizen's experiences with digital public services and evaluate the findings using a communication-based frame. © 2025 Nova Science Publishers, Inc. All rights reserved.