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Industry Showcase (Papers)
Thu 14 Sep 2023 14:30 - 14:42 at Room D - Mobile Development 2 Chair(s): Jordan SamhiGovernments worldwide are increasingly embracing digital transformation initiatives to improve service delivery, enhance citizen engagement and participation, and achieve better outcomes. However, obtaining continuous feedback on these initiatives presents a significant challenge. This paper investigates the feasibility of leveraging mobile app reviews as a valuable source of citizen feedback on government digital services. Through an analysis of 100146 app reviews from 129 government mobile apps in Australia, we identify several functional and usability issues such as authentication, inaccuracy, integration, instability, and verification. Moreover, we uncover several factors influencing user satisfaction, including accuracy, convenience, dependability, efficiency and reliability. Our research demonstrates a close alignment between user feedback and government digital transformation strategy, emphasising the potential of mobile app reviews as a cost-effective source of ongoing citizen feedback