Transforming Public Service Delivery: A Comprehensive Review of Digitization Initiatives

Jonathan Jacob Paul Latupeirissa (), Ni Luh Yulyana Dewi, I Kadek Rian Prayana, Melati Budi Srikandi, Sahri Aflah Ramadiansyah and Ida Bagus Gde Agung Yoga Pramana
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Jonathan Jacob Paul Latupeirissa: Faculty of Social Sciences and Humanities, Universitas Pendidikan Nasional, Kota Denpasar 80225, Indonesia
Ni Luh Yulyana Dewi: Faculty of Social Sciences and Humanities, Universitas Pendidikan Nasional, Kota Denpasar 80225, Indonesia
I Kadek Rian Prayana: Faculty of Social Sciences and Humanities, Universitas Pendidikan Nasional, Kota Denpasar 80225, Indonesia
Melati Budi Srikandi: Faculty of Social Sciences and Humanities, Universitas Pendidikan Nasional, Kota Denpasar 80225, Indonesia
Sahri Aflah Ramadiansyah: Faculty of Social Sciences and Humanities, Universitas Pendidikan Nasional, Kota Denpasar 80225, Indonesia
Ida Bagus Gde Agung Yoga Pramana: Faculty of Social Sciences and Humanities, Universitas Pendidikan Nasional, Kota Denpasar 80225, Indonesia

Sustainability, 2024, vol. 16, issue 7, 1-23

Abstract: Digital transformation improves public services by integrating digital technology. The rapid use of digital technology in the public sector may marginalize groups without access to or familiarity with digital platforms. This can create a digital divide, worsening inequities by leaving people who cannot access digital services behind. This research will examine public service delivery digital transformation projects and their effects on local governments. The study uses a thorough literature evaluation and case studies of digital transformation projects in different nations. Scopus was used to find relevant content and current public sector digitization research, papers, and publications and they were examined. The study included a variety of opinions on the issue. The assessment found that digital transformation improves efficiency, citizen involvement, and government accountability in public service delivery. Digital transformation may face obstacles that must be overcome. This research demonstrated that improving organizational efficiency, meeting citizen expectations, and responding to superior demands from higher authorities drive digital change in public service delivery. This study stresses technological readiness as a critical driver of local government digital transformation. Opponents’ concerns should be addressed in future research and practice, such as digital service delivery inclusivity and accessibility, cost and resource management, and data security and privacy.

Keywords: artificial intelligent; digital transformation; digital government; e-government; public services (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2024
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