An Interpretative Exploration of Lived Experiences in Digital Public Service among Civil Servants and Citizens

Abstract

Digital transformation has redefined the landscape of public administration by introducing e-Government systems that aim to enhance transparency, accessibility, and efficiency in public service delivery. Within this transformation, understanding the lived experiences of civil servants and citizens has become increasingly essential, as technology not only changes administrative procedures but also reshapes human interaction with governance. However, existing studies have predominantly focused on technical or managerial aspects, leaving unexplored how individuals emotionally and cognitively experience digital governance in their daily lives. This study employs an Interpretative Phenomenological Analysis (IPA) approach to uncover the subjective meanings embedded in the experiences of civil servants and citizens within e-Government systems. To ensure methodological rigor, the study followed established IPA procedures, including iterative coding, idiographic case analysis, cross-case theme development, and researcher reflexivity to maintain analytic transparency. Data were collected through semi-structured interviews with sixteen participants representing both administrative staff and service users, and were subjected to a systematic thematic interpretation to identify core experiential patterns. The findings reveal that digital governance is experienced as both empowering and constraining—while promoting efficiency and transparency, it simultaneously generates emotional tension, identity redefinition, and concerns over depersonalization. More specifically, participants reported challenges related to digital workload intensification, reduced interpersonal connection, and uneven digital literacy, alongside positive experiences of improved autonomy and service accessibility. These insights highlight that the true success of digital transformation lies not merely in technological advancement but in how human values, emotions, and relationships are preserved and integrated within governance systems. The study offers clear implications for policymakers, emphasizing the need for human-centered digital service design, targeted digital literacy support, and organizational strategies that mitigate emotional strain among civil servants and citizens. The study broadens the understanding of digital public administration as a socio-emotional phenomenon and offers a human-centered framework for future policy and research.