Evaluating Public Service Innovation Using Digital Transformation, Transparency, and Citizen Satisfaction Across Government Administrative Institutions

Abstract

Public service innovation has become a strategic priority for governments seeking to improve service quality, strengthen accountability, and enhance citizen-oriented governance. This study aims to evaluate public service innovation across government administrative institutions through three key dimensions: digital transformation, transparency, and citizen satisfaction. The research employed a qualitative approach using library research, drawing upon relevant literature on public sector innovation, digital government, transparency, accountability, and citizen satisfaction. The analysis was conducted through qualitative content analysis and thematic synthesis of selected scholarly sources. The findings indicate that digital transformation plays a crucial role in improving service efficiency, accessibility, and responsiveness, while transparency strengthens accountability, public trust, and institutional legitimacy. Furthermore, citizen satisfaction emerges as a key indicator for assessing the effectiveness of public service innovation and the extent to which public services meet citizens’ expectations. Based on the literature synthesis, the study proposes an integrated conceptual framework that positions digital transformation, transparency, and citizen satisfaction as the primary dimensions for evaluating public service innovation. The study contributes to the public administration literature by offering a holistic perspective that integrates technological and governance dimensions in the assessment of innovation performance within government institutions. Future research is encouraged to empirically validate the proposed framework across different administrative contexts.