2020 Theses Master's

Enhancing New York City's Online Service Capacity: Citizen-Centric Service Experience

Kim, Kevin

New York City in the past decade has been expanding its e-government capacities to provide better and more accessible services to its citizens. Its effort has been widely recognized by multiple indexes and rankings, allowing New York City to become one of the top cities with e-government performance. However, citizens’ perception of the city’s online service contradicts the popular belief. The user satisfaction rate based on resident feedback survey states that only 64% of the users who use the city’s online service (nyc.gov) is satisfied with their experience. To validate the satisfaction rate of the feedback report, a new survey that measures user experience in accessibility, service availability, navigability, and security was conducted to assess the user experience satisfaction. The result of the new survey confirms the sub-par satisfaction level of residents of New York. New York City’s effort in developing better online services needs to put more emphasis on enhancing user experiences to ensure citizens can harness digital initiatives implemented by the city.