A Model for Public Service Delivery in the Context of Social Media (E-Government ۲.۰)

Purpose: This study aimed to present a model for public services in the context of social media (e-government ۲.۰) in Iran.Method: This paper used a grounded theory (GT) centered on semi-structured interviews with ۲۳ experts in the Iranian e-government and social media development effort. The data were analyzed using MAXQDA software.Findings: This study showed that some factors, such as goal and plan attainment, electronic readiness, and environmental changes, prepared the ground for e-government ۲.۰ and were affected by macro-environmental trends, including environmental crises and risks, thereby advancing progress and development. Meanwhile, it is necessary to pay attention to various implementation, cultural, and infrastructure considerations and to provide for the infrastructural, social, organizational, legal, and security requirements, which result in the development of management, knowledge, awareness, communications, and service.Conclusion: The present study showed that achieving goals, e-readiness, and environmental changes are the basis for e-government ۲.۰. Crises and developments influence these factors. Also, the success of e-government ۲.۰ requires attention to implementation, cultural, and infrastructure requirements that lead to improved management, awareness, and service quality. Given the country's local and cultural conditions, this model can serve as a practical framework for designing and implementing e-government services in Iran.

کلیدواژه ها:

E-government ۲.۰ ، Social Media ، public service ، Developing Country ، Iran