CITIZEN-ORIENTED DIGITAL PLATFORMS AND THE CREDIBILITY OF PUBLIC SECTOR PERFORMANCE ASSESSMENT
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Abstract
Public sector performance assessment has traditionally relied on internally generated administrative data and managerial reporting systems, often producing opaque evaluation processes that insufficiently reflect citizens’ lived experiences and raise concerns about transparency and credibility. More recently, the expansion of digital data ecosystems and citizen-oriented platforms has transformed the informational foundations of public governance by enabling multi-source data integration, real-time monitoring, and citizen participation in performance assessment. Despite this shift, existing scholarship remains fragmented and offers limited analytical insight into how these digital and participatory arrangements concretely enhance transparency and reliability. This article addresses this gap by examining the mechanisms through which digital data ecosystems and citizen-oriented platforms reshape performance assessment in public sector organizations. Adopting a qualitative and analytical approach, the study synthesizes insights from the literatures on public sector performance measurement, co-production, digital governance, and accountability. Rather than viewing transparency and reliability as purely technical attributes, the article conceptualizes them as institutionally and socially constructed outcomes shaped by data plurality, verification mechanisms, and structured government– citizen interaction. The analysis shows that digital data ecosystems enhance transparency through standardization, traceability, and open access to performance information, while citizen-oriented platforms strengthen reliability by introducing alternative sources of validation and continuous public scrutiny. The interaction between administrative data and citizen-generated feedback reduces information asymmetries, constrains opportunistic reporting, and enhances the legitimacy of performance results. By linking transparency and reliability to public trust, the article reframes performance assessment as a governance mechanism rather than a narrowly managerial tool, offering theoretical and practical insights for digitally mediated public administration.
How to Cite
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public sector performance measurement; digital data ecosystems; citizen-oriented platforms; transparency; reliability; public trust
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