Digital Public Services for Sustainable Public-Sector Transformation: The Roles of Trust, User Experience, and Resource Efficiency in Slovenia

Abstract

Digital public services are increasingly recognised as important instruments of digital public governance, supporting administrative efficiency, citizen-centred service delivery, and broader sustainability transitions in the public sector. This study examines how authentication mechanisms, data protection, perceived sustainability benefits, and user experience influence trust and satisfaction with digital public services in Slovenia. A mixed-methods research design was applied, combining quantitative survey data (N = 96) with qualitative insights from 12 anonymous interviews involving users, public-sector employees, and managerial representatives. Quantitative data were analysed using independent-samples t-tests, Spearman correlation analysis, and multiple linear regression, while qualitative data were analysed thematically. The findings support all five hypotheses. Users of services requiring SI-PASS or qualified digital certificates reported significantly higher perceived security. GDPR compliance was positively associated with trust and more favourable service evaluations. Perceived sustainability benefits, particularly reduced paper-based documentation, were strongly linked to positive evaluations of digital public services. User satisfaction was positively associated with accessibility, ease of use, and time savings, while user experience emerged as the strongest predictor of overall satisfaction. The study extends digital governance literature by demonstrating that digital public services function as strategic enablers of sustainable, resource-efficient, and citizen-centred public-sector transformation.