Designing A Model of E-Government Citizen Services Innovation in Iran

This qualitative research seeks to model the innovation process of e-government citizen services in Iran using Strauss and Corbin's approach to the Grounded Theory. In this regard, due to the lack of a codified model in the field of innovation in e-government citizen services, based on national studies and experiences, 15 specialized semi-structured interviews with scientific and executive experts have been conducted to answer the research question. Analysis of data in the open coding process led to emergence of 145 abstract concepts in the form of 19 main categories. Then these categories were linked together in the pivotal coding process. Finally, five theorems were obtained as a result of selective coding. Data analysis, based on Grounded Theory, suggests that "Unfulfilled Expectations of Citizens" and "New Expectations of Citizens" and "Technological Possibilities" are considered as the causal conditions, through the strategies of interaction of "Need to Service Discovery", "Service Design", "Provision of the Service" and "Re-continuation of the Innovation Process in Service" transform the "Innovation Opportunity" into the triple effects of "Innovative Citizen Services", "Service Experience" and "Public Services Productivity".