Understanding the Impact of E-Government Service Delivery on User Coproduction: The Case of Administrative Service Reform

This article examines the impact of e-government service delivery on user coproduction through a case study of administrative reform in Nanjing, China. Based on interviews conducted between 2019 and 2021, it analyzes why the government applied e-government tools to deliver public services and its impact on user coproduction in the full life-cycle service delivery. The finding suggests that user coproduction has been primarily shaped by information transformation and value creation. The case further reveals a profound change in e-government service provision in which a needs-based approach merged representing a major theme of the on-going administrative service reform in China. Implications for future service reforms and coproduction of public services are discussed in conclusion.