Digital Transformation and Public Value in Sustainable Governance: The Role of Taiwan’s Smart City Mobile Payment Platform in Development, Digital Service, and Citizen Engagement

This study explores the digital transformation and public value created through Taiwan’s smart city Mobile Payment APP and digital city token system within the context of sustainable governance. Using a mixed-methods approach, the research integrates Importance-Performance Analysis (IPA) surveys of users with in-depth stakeholder interviews to assess service quality, user satisfaction, and cross-sector collaboration effects. The findings reveal that the mobile payment platform significantly enhances digital service delivery, fosters user engagement, and supports sustainable urban development goals, including net-zero carbon emissions. Key challenges identified include limited merchant acceptance and technical usability issues, which suggest areas for policy and technological improvement. This study contributes empirical evidence on the integration of financial technology and public service innovation as a means to advance smart governance and sustainable urban ecosystems. The results provide actionable insights for policymakers, city planners, and service designers focused on promoting digital public services that facilitate economic vitality, environmental sustainability, and collaborative governance.