Building the Future of Public Services: Introducing the Digital Government Services Acceptance Model (DGSAM)

Adopting digital government services is essential for public sector digitization, yet low adoption rates persist. Traditional models like TAM, TRA, TPB, and UTAUT, designed for commercial use, often overlook key factors in digital government adoption, such as public engagement, transparency, and trust. This paper reviews these models, analyzing their strengths and limitations in the public sector context, highlighting gaps related to user experience, trust, and emerging technologies like AI. These insights lay the groundwork for proposing a new model tailored to digital government adoption.