Leveraging Social Media in Mobile Government: Enhancing Citizen Engagement and Service Delivery

This paper explores the benefits, challenges, and implications of integrating social media platforms into mobile government and examines its impact on enhancing citizen engagement and improving service delivery. Social media can incorporate citizen-government interactions by enabling the realtime communication, fostering transparency, and promoting public participation. Government agencies can leverage social media platforms to reach citizens directly, with different demographic characteristics, disseminate information efficiently, and get valuable feedback. Different successful use cases discussed, where social media has been employed in mobile government initiatives, such as during emergencies cases, policy formulation, and service promotion. Using the Systematic Literature Review, the results show one key benefit of leveraging social media in mobile government platforms is enhanced citizen engagement and increase the user satisfaction. Social media creates interactive spaces where citizens can voice opinions, express concerns, and participate in decision-making processes. It facilitates the formation of virtual communities and encourages collaboration between the user and the service provider.