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Citizens' Readiness for Proactive Public Services: A case study from Azerbaijan by Gasim Khasmammadli; Regina Erlenheim is a scholarly article available to read on EtoBox.

What is Citizens' Readiness for Proactive Public Services: A case study from Azerbaijan about?

The provision of citizen-centric public services is a trending topic. In particular, proactive public service delivery is gaining momentum. Yet, this phenomenon is relatively understudied in academic research due to its novelty. Specifically, citizens' intentions and readiness to accept such services are untouched. To bridge this apparent gap, citizens' readiness for proactive public services is investigated in this paper. The goal is to define citizens' readiness for proactive public services and identify key factors influencing its uptake. To this end, existing research on public e-services and technology adoption was investigated, and a novel theoretical approach was formulated. Further, the case of the Childbirth allowance in Azerbaijan was studied; qualitative interviews and a quantitative questionnaire were conducted. Based on the results of the research, the author proposes an initial and exploratory model of citizens' readiness for proactive public services. The model benefits academia by allowing further quantitative research on the use of specific services as well as comparative case study research from multiple countries. A few potential directions for future research ar

Author

Gasim Khasmammadli; Regina Erlenheim

Publisher

ACM

Published

2022

Language

EN