Professor Naomi Aoki‘s paper entitled “En Route to ‘Zero Bureaucracy and Invisible Government’: A Conjoint Analysis of the Effects of Transforming the State-Citizen Interface on the Favourability of Public Administration in the Digital Era” was accepted and published by the journal Asia Pacific Journal of Public Administration.
The paper is introduced in the GraSPP Blog.
Abstract
Amidst the global move to promote the digital transformation of administrative services, governments around the world have introduced, or are considering introducing, one-stop service, proactive service, virtual service, and service based on the once-only principle (hereafter referred to as “digital-era services”). If adopted all together, these services would transform state-citizen interactions and move toward “zero bureaucracy and invisible government”, a condition where citizens do not have to do anything to receive administrative services and have no physical point of contact with the state.
Would citizens welcome digital-era services? This is an important question to ask in the endeavour to achieve a user-centric design for administrative services. The author’s study, published this month in the Asia Pacific Journal of Public Administration, addresses this question by examining the effects of a transition from traditional administrative services to digital-era services on the favourability of public administration, as perceived by citizens and other users of government services, based on a choice-based conjoint analysis of data collected from people living in Japan.
Publication information
Aoki, N. (2025). En Route to “Zero Bureaucracy and Invisible Government”: A Conjoint Analysis of the Effects of Transforming the State-Citizen Interface on the Favourability of Public Administration in the Digital Era. Asia Pacific Journal of Public Administration https://doi.org/10.1080/23276665.2025.2478554