Public Service Delivery in the Digital Era: A Bibliometric Review

Francesco Bellini (), Laura Leonori () and Pina Murè ()
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Francesco Bellini: Sapienza University of Rome
Laura Leonori: Sapienza University of Rome
Pina Murè: Sapienza University of Rome

Chapter Chapter 13 in Advanced Perspectives and Trends in Digital Transformation of Firms, Networks, and Society, 2025, pp 159-175 from Springer

Abstract: Abstract The study aims to understand through the review of the literature the areas of study and competence related to digital transformation in the public sector, adopting a specific focus on the user perspective. To achieve this, we conducted a bibliometric review which provides an overview of the literature published on Scopus, from 2009 to 2024, and we highlight key trends, influential authors, and potential areas for future research. The inclusion criteria for the study encompass open-access, peer-reviewed documents in English and listed as 2 stars or more in the ABS list 2021. The findings reveal a significant increase in research on digital transformation and user interaction in public administration since 2009, with a particular emphasis on the period following the Tallinn Declaration of 2017. We perform a co-authorship network and co-occurrence keywords analysis to identify productive authors and research themes. The Journal of Business Research was found to be the most productive source, with a focus on digitalization, smart cities, and customer engagement. The analysis also revealed the dominance of male authors and UK institutions in the dataset. The co-authorship analysis identified collaboration patterns and clusters of authors mainly focused on European institutions. Finally, the study presented the most cited articles on user orientation in the public sector, emphasizing the importance of understanding digital technologies and their impact on public service delivery.

Keywords: Bibliometric analysis; Public service delivery; User orientation; Digital transformation (search for similar items in EconPapers)
Date: 2025
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Persistent link: https://EconPapers.repec.org/RePEc:spr:prbchp:978-3-031-80692-6_13

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DOI: 10.1007/978-3-031-80692-6_13

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