HUMAN CENTERED DESIGN FOR STRONGER CO-PRODUCTION IN E-GOVERNMENT

Abstract

Digital transformation in the public sector is not only about technology, but about ensuring that every innovation truly serves people. Human Centered Design (HCD) offers a way to put citizens at the heart of digital services, making them not just use but active partners in co-production. This study explores how HCD strengthens IT enabled dynamic capabilities (ITDC) in e-government, with evidence from Southeast Sulawesi Province, Indonesia. Using a quantitative approach with Partial Least Square Structural Equation Modeling (PLS-SEM), date ware collected from 70 civil servant involved in policy, system development, and service delivery. The findings reveal that applying HCD principles continuous feedback, multi stakeholder collaboration, modular architecture and data driven adaption, significantly enhances the ability of organizations to sense needs, seize opportunities and reconfigure processes. Statistical results (outer loading 0.832-0.918; R² = 0.624; β = 0,541, p < 0.01) confirms that HCD driven ITDC improves e-government performance and legitimacy. More importantly, HCD builds transparency and public trust, ensure that digital services reflect real community needs. The study shows that when governments integrate HCD with ITDC, digital transformation becomes more inclusive, resilient and sustainable creating public value that matters in people’s everyday lives.