Governments 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

Tooba Aamir

Data61 at CSIRO, Australia

Australia

Mohan Baruwal Chhetri

CSIRO’s Data61

Australia

M.A.P. Chamikara

Data61 CSIRO Australia

Marthie Grobler

CSIRO's Data61