Exploring ICT Solutions in Citizen-Led Communication for Public Value Enhancement

In the context of the digital age, the advent of ICT (Information and Communication Technology) has been a critical factor in reshaping the citizen-government dynamic, steering towards a Transformational Government (T-Gov) model. However, existing literature largely overlooks a nuanced examination of how ICT enhances public values regarding operational effectiveness and citizen-centric service delivery within public organizations. This research seeks to fill this the gap by focusing on the effectiveness of ICT’s role in improving public values with particular attention on citizen-initiated communication, thereby contributing to a more targeted understanding of ICT’s impact in the T-Gov framework. Data were gathered through a Systematic Literature Review (SLR). The findings provided a comprehensive list of ICT solutions mapped to public values they intended to facilitate the development. These ICT solutions were subsequently analyzed to assess their effectiveness in creating and developing the public values they targeted and the extent of their impact and shortcomings. The examination outcome engendered practical and innovative recommendations for public organizations, delineating ICT strategic approach and investment with special attention to progressive integration and application of technologies to improve further public values.