Digital Transformation in Public Policy: A Systematic Literature Review of E-Government Implementation and Its Impact on Public Services
Abstract
Purpose: The purpose of this study is to systematically identify, analyze, and synthesize scientific literature on the implementation of e-government and its impact on public service quality. By employing a Systematic Literature Review (SLR) approach guided by PRISMA standards, the research seeks to clarify how digital transformation in governance contributes to efficiency, transparency, and citizen satisfaction in public service delivery.
Method: The study adopts a Systematic Literature Review (SLR) methodology, strictly following the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) guidelines. The selection process screened scientific databases and identified 10 articles published between 2015 and 2025 that met the inclusion criteria. These articles were then analyzed to extract insights on e-government implementation and its outcomes for public service quality.
Findings: The findings reveal that e-government initiatives significantly enhance public service efficiency, transparency, and citizen satisfaction, provided they are supported by institutional reform, digital competency development, and inclusive access strategies. However, several challenges persist, including gaps in digital infrastructure, limited digital literacy among bureaucrats, institutional resistance to change, and risks of digital exclusion among marginalized groups.
Implications: This study highlight the necessity of a holistic approach to e-government implementation. Sustainable improvements in public service delivery require not only technological investment but also capacity building in human resources, strengthening of legal frameworks, and genuine citizen engagement. Policymakers and practitioners must therefore integrate digital transformation with broader governance reforms to ensure inclusivity and long-term impact.
Originality: This study contributes originality by synthesizing recent literature on e-government within the 2015–2025 timeframe, offering a comprehensive overview of both benefits and challenges. Its emphasis on integrating technological, institutional, and social dimensions provides a nuanced perspective that goes beyond technical efficiency, underscoring the importance of inclusive and reform-oriented strategies in digital governance.
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References
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