Cai Zongjian, Jesus Pizarro
ABSTRACT
The rapid advancement of digital technologies has transformed governance systems worldwide, creating opportunities to enhance efficiency, transparency, and citizen engagement. In China, digital public services are a key component of modernization strategies, particularly in urban centers such as Guangzhou City. This study employed an explanatory sequential mixed-methods design to evaluate the implementation of digital public services in Guangzhou. Quantitative data were collected through structured questionnaires administered to implementers and beneficiaries, assessing ten dimensions: accessibility, functionality, interoperability, user-friendliness, reliability, efficiency, transparency, security, scalability, and stakeholder engagement. Statistical analyses examined differences in assessments between the two groups, followed by qualitative interviews to explore best practices and implementation challenges. Findings indicate that digital public services in Guangzhou are implemented to a moderate to great extent, with relatively high ratings in accessibility, reliability, efficiency, and security. However, differences between implementers and beneficiaries were observed, particularly in interoperability, transparency, and stakeholder engagement. While beneficiaries reported moderate to high satisfaction, challenges related to scalability, inclusivity, and system integration remain. The study concludes that digital public services have contributed to improved governance efficiency and transparency in Guangzhou City, highlighting the need to strengthen interoperability, scalability, and participatory governance to support sustainable digital transformation.
Keywords: Digital governance, public administration, Guangzhou City, e-government, citizen satisfaction
https://doi.org/10.57180/chnn8433