Research on Digital Governance and Public Service Process Optimization from the Perspective of Public Value Creation

Abstract

The deep integration of digital technologies into the public sector has catalyzed a paradigm shift from traditional public administration to digital-era governance. This transition is not merely about technological upgrades but represents a fundamental rethinking of how public value is created and delivered. This paper investigates the synergistic relationship between digital governance and public service process optimization through the theoretical lens of Public Value Creation (PVC), as pioneered by Mark Moore. It posits that digital governance acts as the foundational enabler, while process optimization serves as the operational mechanism for achieving superior public value outcomes. The study employs a qualitative conceptual analysis, building a framework that links the core dimensions of digital governance-data-driven decision-making, citizen-centricity, and collaborative platforms-with the principles of process optimization, such as simplification, integration, and automation. The analysis is substantiated with illustrative examples from global practices, including integrated service portals and AI-driven welfare systems. The findings reveal that the PVC perspective moves the evaluation of digital government projects beyond narrow efficiency metrics (e.g., cost reduction, processing time) towards a broader set of outcomes, including enhanced citizen trust, social equity, and substantive democratic engagement. However, the paper also identifies significant challenges, including digital exclusion, algorithmic bias, data privacy concerns, and institutional resistance. The study concludes that a conscious and strategic alignment of digital governance initiatives with public value objectives is imperative for governments to navigate the digital transformation successfully and legitimize their role in the 21st century.