A Framework for Implanting Citizen-Sourcing Platforms in Municipal Ombudsman Offices

Governments globally are increasingly leveraging digital platforms to enhance citizen engagement amidst the ongoing digital transformation. In this context, municipal Ombudsman offices play a crucial role in mediating the government-citizen relationship. However, the implementation of Citizen-Sourcing platforms in these offices faces significant challenges. To address this gap, this research proposes a comprehensive framework for the successful implantation of Citizen-Sourcing in municipal Ombudsman services. The methodology employed in validating the framework involved creating a simulated scenario and generating competency questions. By answering these questions, we assessed how the framework performs in specific situations. The application of this technique revealed promising results, indicating that the framework is well-suited for implanting Citizen-Sourcing platforms in Ombudsman offices. The contributions of the framework are twofold. Firstly, it provides practical guidelines for public managers tasked with implanting Citizen-Sourcing platforms within Ombudsman offices, offering step-by-step instructions for overcoming technological, social, and cultural barriers. Secondly, it enhances citizen participation by equipping citizens with the necessary knowledge about the platforms implemented by the Ombudsman offices, Ombudsman services, and fostering confidence for increased interaction with the deployed Ombudsman services. This promotes transparency and responsiveness in government-citizen interactions. The results of the validation process highlight the efficacy of the framework in addressing the identified challenges and fostering effective government-citizen engagement. By facilitating the adoption of Citizen-Sourcing platforms, the framework empowers Ombudsman offices to adapt to the digital era and enhances e-participation, enabling citizens to play an active role in shaping public policies.