Technology and Trust in Governance: Transforming Public Service for the Digital Era

As governments embrace digital transformation, the drive to deliver efficient, citizen-centric public services through digital platforms has become a central concern in public administration. Understanding the key drivers of digital platform adoption and efficiency is vital for informing future policy and practice. This study aims to evaluate the efficiency and usability of digital platforms in public administration from the perspective of citizens. Specifically, it examines which factors most significantly influence the adoption of digital government platforms and explores demographic differences in user experience and engagement. A cross-sectional survey design was employed, collecting responses from 2,500 citizens across diverse demographic and geographic backgrounds. Data were analyzed using descriptive statistics, multivariate logistic regression, and subgroup analysis to identify key predictors of platform use and perceived efficiency. Findings reveal that ease of use (β = -1.08, OR = 0.34), speed of service delivery (β = 0.46, OR = 1.59), and cross-device compatibility (β = 0.27, OR = 1.31) are the most influential factors in the adoption of digital platforms by citizens. Other variables, such as trust in government data security, transparency, and inclusivity, were not significant predictors when usability and efficiency were taken into account. Subgroup analysis shows that younger users prioritize convenience and mobile compatibility, while older adults emphasize trust and data security, and rural respondents value clarity and accessibility. These results underscore the importance of designing digital services that are not only secure and transparent, but also user-friendly and operationally efficient. The study demonstrates that the success of digital platforms in revolutionizing public administration is contingent upon usability, operational efficiency, and flexibility. Policymakers and practitioners should prioritize user-centered design and cross-device access to maximize the adoption and effectiveness of digital government services, ensuring equitable benefits across diverse populations.