The Macao Special Administrative Region government officially launched the Macao One Account (MOA) e- government platform in 2019, aiming to integrate cross-departmental services, improve administrative efficiency, and enhance citizen experience. However, whether MOA has been successfully implemented from the perspective of legal compliance and citizen trust remains a subject of debate. Currently, a comprehensive analysis of how integrated e-government achieve compliance at the micro-level remains limited. Extant literature primarily focuses on broad description and policy introductions. Legal compliance and citizen trust are typically treated as independent domains, and the interplay between them has received little scholarly attention. This study employs a two-stage qualitative methodology to address this question. First, the paper conducts a legal compliance analysis of Macao 《 Civil Code 》 and legal documents of digital governance, exploring MOA's adaptability and practical operation within the legal framework. The second stage draws upon the three dimensions of trust theory – benevolence, integrity, and competence – to explore the services and innovations of integrated e-government, and conduct a critical analysis. The findings indicate that MOA's implementation has achieved a degree of success, demonstrating significant flexibility and adaptability in conforming to Macao's legal environment and establishing trust. MOA balances the needs of regulatory and functional equivalence, laying the foundation for a medium- to long-term development strategy. In the future, Macao still needs to strengthen legal flexibility, enhance technological resilience, and prioritize citizen needs to ensure continued success.
DOI: https://doi.org/10.31893/multiscience.2025xxx
Publish Year: 2026
