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e-Government, as defined by the United Nations Division for Public Economics and Public Administration, involves “utilizing the internet and the world wide web for delivering government information and services to citizens” (Al-Adawi, et al., 2005, p. 1). In Baltimore City, nearly four hundred thousand (400,000) receive services from one or more DHS programs (U.S. Census, 2021). The State of Maryland’s self-serve e-Government platform, MyMDThink, plays a crucial role. The primary purpose of this research was to explore how Baltimore City Department of Social Services (BCDSS) customers perceived and experienced the MyMDThink e-Government self-service user portal. The secondary purpose of my research was to explore how the MyMDThink self-service user portal can add greater or improved value for BCDSS customers as they attempt to access public benefit entitlements. Public value theory (Moore, 1995, 2003), new public service theory (Denhardt & Denhardt, 2000), and critical theory (Deetz, 1996, 2004) provided the theoretical framework for this study. The study used a mixed methods convergent parallel design. Quantitative data were collected using a survey developed from an adapted version of Li and Shang’s (2020) e-Government scale. Qualitative data were collected through semi-structured interviews. This study highlights system fallacies and systemic barriers—both internal and external to BCDSS—that hinder MyMDThink (and the public benefit entitlement award process) service quality, transparency, efficiency, accountability, and social and service equity (Li & Shang, 2020). It proposes actionable recommendations aimed at addressing shortcomings that include enhanced MyMDThink service function and technical function qualities to improve overall user satisfaction. This research also underscores the significance of integrating user feedback and enabling co-creation, as a means for building trust and ensuring more equitable access to public benefit entitlements. If operationalized, the system will be a more supportive and legitimate tool for accessing public benefits. This study has implications for examining power imbalances within the human service system and emphasizing inclusivity, equity, and the need for more responsive e-Government systems that more proportionately benefit and address the needs of marginalized communities.
