Enterprise architecture for the transformation of public services based on citizen’s feedback

Priyanka Singh, Fiona M. Lynch, Markus Helfert

Research output: Contribution to journalArticlepeer-review


Purpose – Current literature argues that citizen engagement platforms must be used to gather citizens’
feedback to provide improved quality of services to citizens. However, limited studies consider the
challenges faced by practitioners at the local level during the incorporation of those feedback for
continuous service improvement. As a result, these services fail to fulfil the need of citizens. The purpose
of this study is to structure the relationship between citizens’ feedback and continuous service
improvement to meet the need of citizens.
Design/methodology/approach – Design science research methodology has been adapted under
which a case study approach has been followed to investigate one of the citizens’ engagement platforms
in Ireland.
Findings – The results from this study highlighted that practitioners faced challenges (e.g. capacity, risk
and constraints) in terms of fulfilling the needs of citizens and there is a lack of structured approach to
continuously provide improved services to them.
Research limitations/implications – This study provides a structured approach in the form of a
process model to showcase how citizens’ feedback can be incorporated for continuously providing
improved services to the citizens.
Social implications – This research provides a prescriptive view to assist municipalities during the
incorporation of citizens’ feedback for continuous service improvement while addressing the challenges
they face during this process.
Originality/value – This paper proposes a process model based on the guidelines of the open group
architecture framework enterprise architecture and the collaboration with practitioners that would assist
local authorities in continuously providing improved services to the citizens.
Original languageEnglish (Ireland)
Pages (from-to)38-54
JournalDigital Policy, Regulation and Governance
Issue number1
Publication statusPublished - Oct 2023


  • Smart cities
  • Enterprise architecture
  • Citizens’ feedback
  • Public services


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