A Process Model for Continuous Public Service Improvement: Demonstrated in Local Government Context for Smart Cities.

The new era of the smart city is accompanied by Information and Communication Technology (ICT) and many other technologies to improve the quality of life for the citizen of the modern city, that in turn, has brought immense opportunities as well as challenges for government and organizations. Local authorities of the cities provide multiple services across different domains to the citizens (e.g. transport, health, environment, housing, etc.). Citizens are involved during different stages of smart city services and provide their feedback across those domains. Existing smart city initiatives provide various technological platforms for gathering citizens’ feedback to provide improved quality of services to them. Even though technological developments have resulted in a higher degree of digitalization, there is a need for improvement in the services provided by municipalities. There are multiple engagement platforms to obtain citizens’ feedback for the improvement of smart city services and to transform public services. However, limited studies consider the challenges faced by practitioners at the local level during the incorporation of those feedback for further service improvement. As a result, city services fail to fulfil the need of citizens and do not meet the goals set by existing engagement platforms. Technology-oriented solutions in the public sector domain require a logical and structured approach for the transformation of public services and digitalization. Enterprise Architecture (EA) can provide this structured approach to transform public services by providing a medium to manage change, and to respond to the need of multiple stakeholders including citizens. Thus, this research proposes a process model based on the guidelines of EA and the collaboration with practitioners that would assist local authorities to provide improved services to the citizens and fulfil their needs