TITLE:
Enhancing Citizen Satisfaction in Developing Countries through Process Digitalization and ISO 20000: A Case Study from Cameroon
AUTHORS:
Alexis Abosson Koll, Leandre Nneme Nneme, Abdou Wahabou, Justin Moskolai
KEYWORDS:
Digital Transformation, Process Digitalization, ISO 20000-1, User Experience, User-Centric Design, Design Science Research
JOURNAL NAME:
Journal of Computer and Communications,
Vol.13 No.11,
November
26,
2025
ABSTRACT: This research examines the difficulties associated with improving user experience in public services in developing countries in general and Cameroon in particular, with a focus on the digitalization of activities and the implementation of the ISO 20000 standard. The study intends to develop an operational framework that is methodologically sufficient to enable public services organizations to move toward digital transformation and achieve user satisfaction as a primary service quality objective. To achieve this, we used the Design Science Research methodology to prescribe and verify the framework. The case study of the Criminal Records Request process helps to evaluate our framework and compare citizen satisfaction before and after. This study has contributed to filling the knowledge gap by developing a contextual and practical framework model aimed at the public service digital transformation in Cameroon. The framework focuses on concrete steps to be taken by decision-makers and public service organizations for them to achieve desired outcomes in digital transformation and adoption of the ISO 20000 standard.