A User-Centred E-Government Service Design Framework to Enhance Public Trust in Sustainable Policies

The rapid expansion of digital governance has positioned e-government services as a central mechanism for improving public service delivery and advancing sustainable development. Although these services are intended to promote efficiency, transparency, and accountability, their effectiveness is largely determined by the User Experience (UX), which influences satisfaction, trust, and support for public policies. Despite this relevance, evaluations of e-government systems have rarely adopted a citizen-centric approach. In this study, a novel framework for assessing the quality of e-government services in Indonesia from a UX-driven perspective is developed and empirically validated. A quantitative survey involving 514 active users of licensing, taxation, and environmental management services was administered, and the resulting data were examined using Confirmatory Factor Analysis (CFA) to assess the reliability and validity of the proposed constructs. The results indicate that service quality dimensions play a crucial role in shaping user satisfaction and trust, thereby reinforcing policy legitimacy and fostering citizen participation in support of the Sustainable Development Goals (SDGs). By incorporating UX considerations into the evaluation of digital public services, the study contributes to theoretical developments in digital governance and offers practical insights. The validated framework provides a practical tool for policymakers to enhance public trust, strengthen institutional legitimacy, and improve the sustainability outcomes of e-government initiatives.