Amidst the global move to promote the digital transformation of administrative services, governments around the world have introduced, or are considering introducing, one-stop service, proactive service, virtual service, and service based on the once-only principle (hereafter referred to as \u201cdigital-era services\u201d). If adopted all together, these services would transform state-citizen interactions and move toward \u201czero bureaucracy and invisible government\u201d, a condition where citizens do not have to do anything to receive administrative services and have no physical point of contact with the state.<\/p>\n

Would citizens welcome digital-era services? This is an important question to ask in the endeavour to achieve a user-centric design for administrative services. The author\u2019s study, published this month in the Asia Pacific Journal of Public Administration, addresses this question by examining the effects of a transition from traditional administrative services to digital-era services on the favourability of public administration, as perceived by citizens and other users of government services, based on a choice-based conjoint analysis of data collected from people living in Japan.<\/p>\n