sustainability

Systematic Review
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

Faculty of Social Sciences and Humanities, Universitas Pendidikan Nasional, Kota Denpasar 80225, Indonesia;
[email protected] (N.L.Y.D.); [email protected] (I.K.R.P.); [email protected] (M.B.S.);
[email protected] (S.A.R.); [email protected] (I.B.G.A.Y.P.)
* Correspondence: [email protected]; Tel.: +62-81999842558

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

Citation: Latupeirissa, J.J.P.; Dewi,
services
N.L.Y.; Prayana, I.K.R.; Srikandi, M.B.;
Ramadiansyah, S.A.; Pramana,
I.B.G.A.Y. Transforming Public Service
Delivery: A Comprehensive Review
1. Introduction
of Digitization Initiatives.
Sustainability 2024, 16, 2818. https:// In today’s rapidly evolving digital landscape, transforming public service delivery has
doi.org/10.3390/su16072818 become an important agenda for governments around the world. Integrating new technolo-
gies and disruptive models have enabled public management bodies to efficiently manage
Received: 8 February 2024
a wide range of governance, from transportation and public services to urban security
Revised: 3 March 2024
and health control. This transformative process is driven by political, economic, cultural,
Accepted: 18 March 2024
Published: 28 March 2024
and social dimensions as well as spatial planning considerations. Digital technologies
and advances in artificial intelligence are at the forefront of this ongoing transformation.
Maintaining a neutral stance regarding digitalization is essential, as it is not without risks.
Without adequate attention to the role of citizens in the digitization of the public sector, such
Copyright: © 2024 by the authors. efforts may cause more problems than they solve [1]. Recently, there has been increasing
Licensee MDPI, Basel, Switzerland. interest in engaging citizens as additional resources or participants in policymaking.
This article is an open access article This shift towards digitization aims to improve public service delivery by harnessing
distributed under the terms and the power of technology, data, and connectivity. By embracing digitization, governments
conditions of the Creative Commons can simplify and automate processes, improve efficiency and effectiveness, and enhance
Attribution (CC BY) license (https://
the overall citizen experience. In addition to these benefits, digital transformation in the
creativecommons.org/licenses/by/
public sector requires governments to manage citizen expectations and create value in
4.0/).

Sustainability 2024, 16, 2818. https://doi.org/10.3390/su16072818 https://www.mdpi.com/journal/sustainability

Sustainability 2024, 16, 2818 2 of 23

digital services [2]. Digital government strategies are fundamental in modernizing the
public sector [3]. These strategies help identify and develop the organizational structures
needed to support digitization efforts, build effective ways to interact with citizens and
businesses, and reduce costs and layers of organizational business processes. Digital
government projects can only be implemented with the right digital government strategy
that matches the on-the-ground realities of a particular jurisdiction. Digitization programs
in the public sector cover a diverse array of operations with the goal of enhancing service
delivery, efficiency, and design to attain transparency and citizen satisfaction [2]. To achieve
successful digitization initiatives, governments must adopt new ways of working with
stakeholders, implement new service delivery practices, and create effective strategies to
engage with the market [4,5].
While digitization in the public sector promises many benefits, it is important to
consider the potential drawbacks and challenges that may arise from involving citizens
in this process. One of the main concerns is the potential for increased problems and
complications. Involving citizens as additional resources or participants in policymaking
can open the door to conflicting opinions, differing priorities, and potential power struggles.
In addition, reliance on digital technologies can raise concerns about privacy and security.
When governments collect and store large amounts of citizen data, there is an increased
risk of data breaches and unauthorized access. Protecting citizens’ personal information
is an important responsibility for governments. In addition, the development of digital
technologies and advancements in artificial intelligence have brought about significant
transformations in contemporary society [6]. These transformations have also impacted the
public sector, leading to the integration of digital technologies into public administration.
This shift towards digitization in the public sector has enabled a more citizen-centric
approach to service delivery. It has improved efficiency by implementing digital services
and reorganizing workflows [7].
The ever-increasing application and use of digital technologies in the public sector
requires public officials to have appropriate digitalization competencies. This includes
effectively utilizing digital tools, navigating digital platforms, and understanding data
analytics. In addition, public officials must also be equipped with the necessary skills and
knowledge to effectively engage citizens in the digital landscape. This includes understand-
ing how to communicate and interact with citizens through various digital channels and
addressing their needs and concerns [8–10]. However, governments need help to imple-
ment digitization initiatives in the public sector. Although many e-government projects
have been initiated, many still need to evolve beyond simply creating a web presence. This
reflects the difficulty in recreating such a large enterprise and resources to embrace digital
transformation. To overcome these challenges, a neutral stance towards digitalization must
be maintained, acknowledging its potential benefits and risks [6].
Digital transformation in the public sector has become a focal point for governments
around the world. Integrating digital technologies and reforming processes have been
identified as critical to improving public service delivery and governance [11]. The digital
government literature has provided insights into the correlation between digital transforma-
tion and knowledge management in the public sector [11]. This highlights the importance
of understanding how digitalization impacts knowledge management within government
organizations. In addition, there is a growing emphasis on integrating artificial intelligence
(AI) in public services to facilitate efficient and intelligent public administration [12]. This
underscores the importance of utilizing advanced technologies to drive digital transfor-
mation and improve the overall effectiveness of public sector operations. The impact of
digital transformation on urban cities has also been studied, which revealed that digital
maturity is influenced by the size of the city’s population [13]. This highlights the need for
a customized approach to digital transformation based on the specific characteristics and
requirements of different urban areas.
The digitization of the public sector presents various challenges that must be overcome
to ensure successful implementation. These encompass knowledge management, prioritiz-
Sustainability 2024, 16, 2818 3 of 23

ing citizen needs, implementing institutional changes, governing big data, and utilizing
artificial intelligence (AI) in public administration. According to ref. [11] stressed the need
of comprehending the influence of digital transformation in the public sector and its connec-
tion with knowledge management. They underscored the intricate nature of this process.
In addition, ref. [14] provides a comprehensive analysis of the digital transformation of
public services, specifically emphasizing the importance of considering citizens in order
to effectively tackle the obstacles associated with digitizing the public sector. Refs. [14,15]
also underscore the challenges for governments to fully utilize technology to improve
public services and government administration, reflecting the practical hurdles in digital
transformation [15].
In addition, digital transformation in public service delivery involves institutional
change, as discussed by [16] who highlight the process of institutional change in public
organizations as an important aspect of digital transformation [16,17]. Explores big data
governance in public administration, highlighting the challenges and complexities associ-
ated with the management and governance of big data in the public sector, which is critical
for digitalization [17]. Furthermore, ref. [18] outlines the challenges of applying AI in public
administration, including issues related to accuracy, bias, legality, responsibility, and power,
emphasizing the multifaceted challenges of integrating advanced technologies in the public
sector [18]. The challenges in digitizing the public sector are multifaceted and include
knowledge management, citizen centricity, institutional change, big data governance, and
responsible application of AI. Addressing these challenges is critical to the success of public
sector digital transformation, which will ultimately lead to improved service delivery and
governance. The challenges in digitizing the public sector are multifaceted and cover
areas such as knowledge management, citizen centricity, institutional change, big data
governance, and responsible AI adoption.
While digital transformation in the public sector is often touted as a solution to improve
service delivery and governance, it is important to consider some of the problematic
imbalances. Several gaps suggest that the implementation of digitization initiatives in the
public sector may pose its own challenges and risks. One of the main concerns raised is
the potential for digital transformation to widen existing digital divides. While advanced
technologies have the potential to improve public services, they can also exclude certain
segments of the population that do not have access to or are not proficient in using digital
platforms. This raises questions about equity and inclusiveness in public service delivery.
Skeptics of digital transformation in the public sector warn of the potential loss of the
human touch and personalized interactions with citizens. Reliance on digital channels for
communication and service delivery can lead to a decrease in empathy and understanding
of individual needs, which are often better addressed through human interaction. In line
with other challenges, the integration of artificial intelligence in public services has sparked
concerns about privacy, data security and ethical implications of using AI algorithms in
decision-making processes. Critics argue that the use of AI in public administration can
lead to biased outcomes and potentially reinforce existing social inequalities. Based on
such inequalities, it is important to approach digital transformation in the public sector
with a critical mindset and consider the potential drawbacks and unintended consequences
that may accompany the pursuit of technological advancement. Balancing the promise
of digital transformation with the need to address its challenges and potential negative
impacts is critical to ensure proper and inclusive implementation in the public sector.
This research aims to explore the benefits of digitization in public service delivery
and provide a comprehensive review of digitization initiatives to understand their impact
on improving efficiency and effectiveness in public service delivery; and to provide tech-
nology and governance solutions to address challenges in AI implementation and ensure
equitable and inclusive access to digital services for all citizens as well as to analyze citizen
engagement in the design and implementation of digital initiatives as a means to address
their needs and preferences, fostering a sense of ownership and participation. This research
is critical as it highlights the current state of digitization in the public sector and provides
Sustainability 2024, 16, 2818 4 of 23

insights into the potential benefits, challenges and required competencies. It also highlights
the importance of citizen engagement in digitization initiatives and emphasizes the need
for a balanced approach that considers potential benefits and risks. Digitization initiatives
in public service delivery have the potential to revolutionize the way governments inter-
act with citizens and improve their access to services. However, it is crucial to carefully
consider ethical and privacy issues, as well as the potential for bias or exclusion in the
application of artificial intelligence.

2. Materials and Methods

This research uses a systematic literature review methodology to comprehensively
examine digitization initiatives in the public sector. We conduct a comprehensive review
of the existing literature on digital transformation in public service delivery to identify
the critical challenges and barriers to adoption, as well as the potential opportunities and
best practices, in order to guide effective digitalization efforts and enhance public service
delivery outcomes. The search strategy involved identifying the relevant literature using
the Scopus database and thoroughly reviewing existing studies, reports and publications
related to digitization in the public sector [19].
Using a systematic approach, this research aimed to ensure the inclusion of a wide
range of studies that offer diverse perspectives on the subject matter. The selected publi-
cations were then analyzed and categorized based on their theories, methodologies, and
research topics. The analysis of the literature revealed several key findings regarding
digitalization initiatives in public service delivery. One key finding is that digital trans-
formation has significantly changed the way public organizations carry out knowledge
management processes. Additionally, the literature review highlighted the importance of
knowledge management practices in the success of digital transformation. Furthermore,
the literature review revealed that there is still a lack of consensus and clarity in defining
digital transformation in the context of public administration. Therefore, further empirical
investigation is needed to understand how public administrators interpret the term “digital
transformation” and its implications for public service delivery. Key search terms included
“electronic” “government” “digital” “transformation” “public” “service” and “services”
and 114 documents were found. These keywords offer a broader scope of relevant literature,
allowing for a comprehensive review of the topic. This search was conducted in January
2024 and analyzed papers from 2018 to 2023 and found a total of 83 publications. After
subject area was filtered to “Computer Science”, “Social Sciences”, “Economics, Econo-
metrics and Finance”, “Business, Management and Accounting”, and “Environmental
Science”, 74 publications were selected. After screening the relevant papers’ criteria such
as document type, 27 publications were selected for detailed analysis and synthesis. After
evaluating the title, abstract, and keywords of each document to assess its relevance to our
research problem and reading the full text, we identified 13 articles that met our criteria.
Data was extracted and synthesized from these publications to identify key themes and
findings relating to the impact of digitization on public service delivery. After thoroughly
examining the texts, 13 articles were selected for in-depth analysis. These articles are
very limited compared to the number of publications that focus solely on technological
advancements in the public sector (Figure 1).
Indonesia, Brazil, China, Czech Republic, Slovenia, Russian, Switzerland, United King-
dom and Uni Europe are included in this analysis, as they have actively implemented digi-
tization initiatives in their respective public sectors. The analysis revealed that digital tools
and platforms have the potential to bring about significant transformative change in the
public sector and improve governance practices [20]. A structured data extraction form was
developed in Excel 2019, based on the PRISMA guidelines (see Supplementary Materials)
for systematic reviews [21]. The structured data extraction form helped capture relevant
information from the selected publications, enabling a comprehensive analysis of the re-
search objectives, methodology, results, and outcomes of each study [22]. The rigorous
data extraction process, guided by the PRISMA guidelines for systematic reviews, ensured
Sustainability 2024, 16, 2818 5 of 23

that all relevant information from the selected publications was captured and analyzed,
contributing to a comprehensive understanding of the impact of digitalization on public
service delivery. The evaluation of the studies considered their validity, reflexivity, rele-
vance, and the quality of reporting, enhancing the overall reliability and credibility of the
findings. The involvement of multiple researchers in validating and synthesizing the find-
ings further strengthened the robustness of the research outcomes. A thorough assessment
was performed on the studies, encompassing their validity, reflexivity, relevance, and the
caliber of reporting on study design and implementation. Validity relates to the suitability
and precision of the study’s design, methodology, instruments, and procedures. Reactivity
pertains to how the data collection procedure and the researchers themselves impacted
the acquired information. A study’s relevance is determined by its contribution to existing
knowledge. Enhancing the reporting of the study design and conduct is crucial in main-
taining the overall credibility and dependability of the findings. In order to evaluate the
data extraction form’s validity, researchers conducted a pre-test to ascertain its clarity and
efficacy in retrieving pertinent information from thirteen studies. Following this, a refined
form variant was utilized to evaluate every article. The initial author assumed primary
responsibility for consolidating findings pertaining to each category, while the remaining
Sustainability 2024, 16, x FOR PEER REVIEW 5 of 23
authors verified and endorsed the outcomes. Divergences in personal assessments were
emphasized and deliberated upon until a consensus was achieved.

Figure 1. PRISMA flowchart of identification and selected studies.

Figure 1. PRISMA flowchart of identification and selected studies.

Indonesia, Brazil, China, Czech Republic, Slovenia, Russian, Swi erland, United
Kingdom and Uni Europe are included in this analysis, as they have actively implemented
digitization initiatives in their respective public sectors. The analysis revealed that digital
tools and platforms have the potential to bring about significant transformative change in
the public sector and improve governance practices [20]. A structured data extraction form
Sustainability 2024, 16, 2818 6 of 23

3. Results and Discussion

The research result encapsulates and elucidates the findings in the meticulously con-
ducted data extraction and analysis. These findings, unveiled within the report, serve as
a comprehensive exploration of digitization’s impact on the landscape of public service
delivery. By distilling and highlighting the prominent trends, intricate patterns, and over-
arching themes derived from the scrutinized studies, the report offers valuable insights
into the transformative influence of digitization in public services. This illuminative ap-
proach extends to encompass a diverse array of topics, including the discernible benefits of
digitalization in public service delivery, the formulation of technological and governance
solutions designed to navigate challenges arising from the integration of artificial intelli-
gence effectively, and an exploration of citizen involvement in the transformative journey of
digitalization. The study’s discussion section on local government digital transformation’s
far-reaching implications emphasizes its importance. This critical investigation delves
further into the practical ramifications and issues local governments must face as they
manage digital change. Thus, the paper is a crucial resource on digitalization and public
service delivery, helping to grasp the complex dynamics of the digital age.
The research findings summary discussed in this report are supported by a compre-
hensive analysis of studies examining the impact of digitization on public service delivery,
as shown in the (Table 1) below.
Sustainability 2024, 16, 2818 7 of 23

Table 1. Summary of studies reviewed.

Paper Study Objectives Methodology Result Outcome

The paper’s technique entails examining The study’s findings indicate that AI may enhance public service, decision
The objective of this study is to investigate the utilization of artificial intelligence in enhancing public services using artificial making, and efficiency; AI’s public
the utilization of artificial intelligence in the public sector, delineating technological intelligence involves understanding the administration limitations, including
Improving public services using the public sector for automated decision and governance advancements, and advantages of AI in public administration, accuracy, prejudice, legality, accountability,
artificial intelligence: making, chatbots, and public governance. deliberating on the corresponding including improved efficiency, decision and control; studying technology and
Possibilities, pitfalls, governance Furthermore, the study will examine the difficulties and prospects. Additionally, it making, and service delivery. The research governance solutions to address public
[18] possible benefits, challenges, and strategies seeks to offer a comprehensive may also emphasize certain obstacles and sector AI implementation concerns; and
to enhance the regulation and governance examination of the present condition of risks linked to AI integration in the public improving AI-based public administration
of AI-driven public administration. artificial intelligence in governance and sector, such as those of data protection, regulation and monitoring to maximize
its ramifications. bias, accountability, and transparency. benefits and minimize harm.
A quantitative study analyzed The study found that metropolitan WiFi, services, and open data showed
This study studies municipality
municipality population size and digital municipalities need digital transformation Slovenia’s urban digital growth. Contrary
population size and digital maturity to
Digital Transformation of maturity. Municipal websites and official plans based on quantitative indicators and to expectations, the study found a complex
find urban digital progress indicators. It
Slovenian Urban sources supplied demographics, digital a deep understanding of the complex link municipal population–digital growth
evaluates Slovenian digital readiness and
Municipalities: A Quantitative services, Wi-Fi, and open data. Tractable between population size and digital connection. Statistics show that municipal
adoption by studying how digital
Report on the Impact of 360 City Assessment Tool studies assessed readiness. Examining each municipality’s population growth affects digital maturity
transformation affects metropolitan town
Municipality Population Size on data-sharing and digital maturity. City unique environment and the various demands such as open data sharing and
public services and connections. This
Digital Maturity leaders addressed digitization. The impact factors that determine digital maturity security. Urban digital transformation
detailed analysis offers ideas to increase
[13] of population size on municipal digital might help urban regions achieve digital requires extensive research and digital
urban digital maturity, delivery, res, and
development and maturity was examined transformation and sustain maturity indicators. Maturity and
digital connection.
using statistical approaches. digital development. population size affect strategy.
Research shows that citizen-centric
Citizens’ life events are studied using a
The study found recurring pain spots in government services improve satisfaction
case study methodology to assess public
citizen trips to public services, underlining and facilitate digital transformation. The
Discover the digital transformation of service interactions. Interviews with recent
the necessity for citizen-centric design and paper offers SEO and chatbots for citizen
public services from a citizen perspective. service users are used to identify pain
From Bureaucracy to technologies like SEO, chatbots, and service and trips. The report recommends
Finding the biggest challenges individuals points and opportunities for improvement.
Citizen-Centricity: How the smartphone applications. Improving public service providers prioritize citizen
have while using e-government services. The study examines how individuals
Citizen-Journey Should Inform services and simplifying procedures to be demands and deliver user-centered
Analyze and recommend solutions to access government services, the
the Digital Transformation of citizen centric requires understanding services. The study indicates a cultural
identified issues. Complete a citizen trip procedures, the problems, and
Public Services citizen journeys and pain spots. The change toward citizen-centric service
and government service interaction improvements, including website design.
[14] research emphasizes the need for a culture design and marketing insights for
analysis. Consider citizen input to close To improve the e-government citizen
shift in public services to sympathize with high-quality, user-centric public services.
the digitization gap in public services. experience, non-probability sampling
citizens, address their concerns, and The research focuses on citizen pain points
selects a varied sample size
innovate to improve service. for digital transformation and
by demographics.
citizen-centric government.
Sustainability 2024, 16, 2818 8 of 23

Table 1. Cont.

Paper Study Objectives Methodology Result Outcome

Critical smart city data governance
Intelligent city data policy and governance Deeper grasp of smart city data
The study analyzes data-driven policy for challenges and potential.
theory using qualitative research. Assess governance issues. Framework for
intelligent cities, explores the societal Creating a framework for urban data policy
Designing data policy and data governance, intelligent city, effective data policies that handle
implications of datafication and emerging and governance analysis. Data governance
governance for smart cities: institutional analysis, and policy design collective action issues. Impact of
collective action dilemmas, provides an decisions are influenced by collective action
Theoretical essay using the literature. Development with IAD. institutional dynamics on urban data
overview of the IAD framework, analyzes issues and institutional dynamics. Case
IAD framework to analyze Collective action and institutional governance decisions. Practical advice for
smart city data policy and governance studies illustrate the theoretical framework’s
data-driven Policy dynamics in smart city data governance. A smart city data governance policymakers
components, and provides an analytical real-world application. Critical analysis of
[20] case study: Making use of theory. Critical and stakeholders. Academic research on
perspective for designing smart city data the IAD framework’s strengths and
Analysis: IAD framework flaws and smart data policy design, institutional analysis,
policy and governance. weaknesses in solving complicated smart city
city data governance. and smart city development.
policy issues.
Czech and Russian internet surveys were During COVID-19, e-government technology
E-government drives post-COVID-19
The project will explore how e-government utilized from September 2020 to March increased productivity, lowered transaction
development, leveraging digital platforms
E-Government as a Key to the affects economic development 2021. To reach internet users, snowball, costs, and made the Czech Republic and
for better governance, transparency, and
Economic Prosperity and post-COVID-19. It promotes e-government opportunity, and convenience sampling Russia more business-friendly.
services. In emerging nations, it focuses on
Sustainable Development in as a crucial framework for public were used. Survey topics included Accountability and transparency decreased
citizens, channels, and technology,
the Post-COVID Era administration and as a strong tool to boost e-government, economic performance, government corruption. After COVID-19,
boosting government efficiency and
[23] economic growth, fight corruption, reduce anti-corruption, and human capital low-adoption nations like Russia required
socioeconomic growth amidst digital shifts,
uncertainty, and boost human capital. development. Ethics, anonymity, and IRB e-government for development,
COVID-19, and climate issues.
approval were used to collect data. transparency, and modernization.
The study uses literature review, case Studies on AI and digital transformation in
Digital transformation and AI effect public studies, and qualitative analysis. The study on public administration digital public administration should prove its
administration efficiency, accessibility, and Academic papers, reports, and transformation and AI may show European influence on European public services.
The new trends of digital
transparency, according to the research. It government documents may have been trends, challenges, and opportunities. It may With insights regarding technology
transformation and artificial
also calls for structural reforms to decrease used to study public administration digital uncover digital best practices, public service integration advantages, downsides, and
intelligence in public
bureaucracy and raise public spending and transformation and AI. Case studies may delivery improvements, and successful ways. best practices, policymakers,
administration
AI investments to make EU public provide European examples. Thematic The study may help governments use digital administrators, and stakeholders may
[12]
administrations smarter and more coding and expert interviews may have transformation and AI to improve efficiency, enhance services, procedures, and
successful by 2030. yielded crucial information. The study transparency, and citizen happiness. governance, improving government
seeks a complete understanding. efficiency and citizen centricity.
Sustainability 2024, 16, 2818 9 of 23

Table 1. Cont.

Paper Study Objectives Methodology Result Outcome

The study utilized a questionnaire survey Chinese local governments’ digital
The report covers local government digital The promising Chinese local government
to gather data from public servants in local transformation was driven by technical
transformation drivers. It also needs a and digital transformation drivers ToE
governments, followed by structural preparedness, organizational efficiency,
research model to explore these drivers in framework research: competence,
Exploring Driving Factors of equation modeling (SEM) to assess the public service delivery, people’s
other public and private sectors. The efficiency, public service, and pressure
Digital Transformation among conceptual model and hypotheses. expectations, and superior pressure,
article also notes the lack of local matter. Digital and smart cities need these
Local Governments: Professionals and academics evaluated the according to TOE. Smart cities and digital
government digital transformation studies. insights. The poll indicates expectations
Foundations for Smart City questionnaire before its usage in the study. revolution were driven by tech readiness.
It investigates factors and creates digital and superior pressure improve digital
Construction in China Data collection included sending Addressing public needs and government
transformation strategies for industries government. Studies suggest that these
[24] questionnaires via a specialized website impacts is crucial to digital government
and departments. Research aims to traits match the digital transformation in
and gathering 311 electronic responses development, according to the poll.
increase digital Chinese local administrations. Digitization
within a month. CFA was employed to Discoveries can help digitally transform
transformation understanding. may help cities survive.
investigate the idea. cities for sustainable growth.
The paper employs a meticulous The findings of the study highlight the Big data and software affect public
The study’s objectives are unclear, but they
examination of big data governance in significant impact that big data administration’s digital transformation.
are to examine big data governance in
Digital Transformation: public administration, specifically focusing technologies can have on restructuring The article stresses big data and software
public administration and draw
Exploring Big Data Governance on the era following the COVID-19 public administration processes and to govern technology and enhance public
conclusions on data use. Assess the effects
in Public Administration pandemic. In conclusion, the study utilizes services. This emphasizes the crucial role services. The essay highlights data
of data-driven public administration on
[17] empirical and comparative analysis, expert of data governance, technological management, a unified digital
governments and organizations. Wrap up
assessments, synthesis, deduction, and advancements, and strategic decision infrastructure for huge data, and fast data
with conclusions and research ideas.
induction methods. making in the modern digital age. exchange networks.
The National School of Public Service to society Institutional limits and The examination found that few Brazilian
This research addresses digital
Administration (ENAP) surveyed Brazilian autonomy may make digitalization for government functions are fully digitalized.
transformation in Brazilian federal
federal government public service digital efficiency and citizens challenging for the The logistic regression model used to
government public services. It emphasizes
Digital Transformation and transformation. The survey found Brazilian federal government. Few public uncover service digitization determinants
digital transformation governance for
Public Service Delivery in Brazil 1740 public services from 85 enterprises services are self-service; thus, Brazil’s showed the Brazilian federal government’s
uniform digital policies to improve public
[16] implemented by public managers. A digital revolution varies. Logistic digital transformation challenge. The
services. The report also examines factors
logistic regression model with a regression in FGASS public manager study emphasizes knowing service
impacting Brazil’s public service
Nagelkerke R-squared of 0.474 analyzed 16 surveys quantified digitalization. Public digitization’s many characteristics
digital transformation.
March–30 November 2017 data. sector digitization in Brazil. and preferences.
ICT adoption, digital divide, and data
UN e-government surveys (2010–2020), Indonesia’s cultural barriers limit ICT
integration impede Indonesia’s
One goal of the research is to examine IMD World Digital Competitiveness regulation, data integration, and
e-government. India’s digital
Digital Transformation of the Indonesia’s e-government development. surveys (2015–2019), and the Ministry of e-government adoption. Digitizing laws,
competitiveness. Solutions were identified
Government: A Case Study Identifying hurdles to e-government State Apparatus and Bureaucratic Reforms’ processes, and infrastructure can boost
by government focus groups. Indonesia
in Indonesia implementation and suggesting a E-government Index Evaluation were government performance. Indonesia’s
used global E-Government Development
[15] transition to digital government are the secondary sources. Government agency government may become more business
Index data to develop a digital
other goals. representatives attended May 2019 friendly with digital leadership and
transformation plan to
Ministry of Home Affairs focus groups. stakeholder engagement.
improve e-government.
Sustainability 2024, 16, 2818 10 of 23

Table 1. Cont.

Paper Study Objectives Methodology Result Outcome

Online distribution does not affect UK
From panel data, online government use Performance and expenses did not
Web-focused digital government initiatives local government spending or
affects English local government efficiency improve with English local government
improve English local government quality performance. Despite enhanced online
Local Government Performance, and cost-effectiveness. Web performance internet. Better online public services are
and cost. It evaluates government online service quality, the results challenge the
Cost-Effectiveness, and Use of impacts 2002–2008 dynamic regression needed despite achievements. MCR may
and digital activities for cost savings or premise that web-based public services
the Web: An Empirical Analysis council cost and quality. Council and deter government activities. Web
efficiency gains. Local government public improve outcomes. Dynamic regression
[25] historic variations test government online development did not impair service
service web-based technology efficiency is helps digital governance. Bad web
service quality and cost. Examining local delivery, prompting government service
examined. construction inhibits government
government online. digitalization research.
digitization.
The study indicated data security
The researchers sought to uncover factors ACBC, conjoint analysis, and Secure data influences user choices.
constraints influenced digital public
affecting satisfaction and willingness to quasi-experimental design were used. Two Comparing digital and non-digital data
service choices. After digital services
use computerized public services. To public service surveys randomly selected security helped people understand its
Government Information undermined data security, non-digital
improve electronic public service design 899 Swiss, who completed online surveys. relevance. Data security, protection, price,
Quarterly services gained popularity. Protect tax
and execution based on end-user Online surveys and user satisfaction and and efficiency were assessed for tax
[26] declaration data. Data security, protection,
preferences, they used conjoint analysis to use analysis shaped electronic public declaration services. To integrate public
cost, and efficiency were evaluated in
evaluate data security, protection, pricing, service design and distribution. Assessed e-services in the digital era, consider client
public service. Digital change affects
and efficiency. data security, cost, and efficiency. preferences and quality.
public e-services.
Studies show that digital interfaces,
The study uses Chinese municipal Study: mobile apps, especially government
The study objectives are to analyze the especially mobile apps, boost public
Government Service Evaluation System ones, boost citizen happiness more than
influence of digital transformation on the service satisfaction and review.
(GSES) data to let citizens assess services offline alternatives. New tech improves
Digital transformation of quantity and patterns of evaluations Government services may be more
online. Researchers use descriptive public service feedback. Government
citizens’ evaluations of public conducted by citizens. It also seeks to engaging with mobile apps. For
statistics and regression analysis to services and citizen engagement enhance
service delivery: evidence from explore how digital interfaces facilitate the administrative savings and customer
evaluate three hypotheses using GSES with simple applications. Public service
China process of evaluations. Additionally, the delight, governments should prioritize
panel data. The study uses quantitative performance evaluation and e-government
[27] study aims to evaluate the extent to which mobile app development. Digitalization
and qualitative survey data to examine literature guide digital transformation.
digital citizen–state interactions enhance enhances citizen–state engagement
how digitization affects citizen public Technology influences public sector
citizen satisfaction. discourse in e-government and public
service ratings. involvement by improving evaluation.
sector performance monitoring.
Sustainability 2024, 16, 2818 11 of 23

3.1. Benefits of Digitalization in Public Service Delivery

Digitalization in public service delivery offers many benefits that have the potential to
significantly improve governance and public satisfaction. Integrating digital technologies
and transforming processes in the public sector has been shown to improve service delivery
and governance [11]. This is particularly evident in citizen-centric matters, where digital
transformation aims to support and promote user-friendly and citizen-centric services,
ultimately leading to an improved quality of life and a better business environment [13].
Furthermore, research has demonstrated that digital transformation has a favorable effect
on how individuals assess the delivery of public services. This has significant implications
for understanding the relationship between digital transformation and public service
ratings [27].
Artificial intelligence (AI) in public administration as part of digital transformation
initiatives can drive efficiency and intelligence in public service delivery [12]. In addition,
the shift from bureaucracy to citizen centricity, facilitated by digital transformation, has
led to the deployment of digital capabilities to improve customer experience in public
service organizations [14]. Research has demonstrated that implementing collaborative
governance in digital transformation may enhance the public value of services by altering
the ways in which the government and society interact. This eventually leads to improved
service quality and streamlined processes for users [16].
Big data technologies contribute to improved efficiency in public service delivery
through several direct mechanisms [27]:
1. Improved Decision Making: Big data facilitates more informed and evidence-based
decision making by providing access to larger amounts of information and deeper
insights into patterns and trends.
2. Predictive Analytics: By analyzing past and current data, predictive models can
forecast future trends and needs, which allows public administration to allocate
resources more efficiently and prepare for upcoming demands.
3. Real-time Operations Management: Big data technologies enable the monitoring and
managing of operations in real time, which allows for immediate adjustments and
optimizations that reduce waste and improve response times.
4. Enhanced Resource Allocation: With the proper use of big data, public organizations
can better understand the distribution of resources and thus optimize their allocation
to match the actual needs of citizens.
5. Process Automation: Big data can identify areas where processes can be automated,
leading to reduced processing times and lower costs.
6. Customized Service Delivery: Big data analysis can help tailor public services to
individual needs, which increases effectiveness and user satisfaction.
7. Fraud Detection and Compliance: Big data enables more effective detection of fraud
and non-compliance in real-time, potentially saving significant public resources.
8. Collaboration and Transparency: Big data can foster greater collaboration between
government entities and enhance transparency, both of which can improve efficiency
and trust in public service delivery.
These mechanisms demonstrate how big data management not only supports but
catalyzes more efficient public service delivery by transforming the operation and adminis-
tration of public services.
Studies on big data governance in public administration have highlighted the signif-
icant importance of big data technology and software products as essential instruments
for efficiently overseeing real-time technological activities. Consequently, this results in
the enhanced provision of public services to individuals [17]. In addition, web-based
public service delivery has been associated with better outcomes and challenging assump-
tions prevalent in government, which assume that digital service delivery may not lead to
improved performance and cost effectiveness [25].
Big data technologies are indeed instrumental in managing real-time technological
operations in public administration by providing enhanced insight and decision-making
Sustainability 2024, 16, 2818 12 of 23

capabilities. The implementation of big data allows for a more efficient delivery of pub-
lic services to citizens as it supports managing technological processes in real time [17].
Furthermore, the use of big data has been shown to significantly improve the accuracy of
decision making, accelerate the performance of internal ‘information tasks’, and reduce
operating costs related to the decision-making process [28]. These advancements are in-
tegral to modernizing public administration and adapting to the evolving expectations
citizens have in relation to public service delivery [17]. Adopting big data technologies
also aligns with the broader movement towards digital transformation in public admin-
istration, which emphasizes the importance of a unified state digital ecosystem that is
data centered [17]. This ensures a smooth transition to a digitally adept state, ultimately
benefiting the population through more responsive and tailored services.
In certain case study contexts, such as in Indonesia, the challenge for governments is to
fully utilize digital technologies to improve public services and government administration,
which shows significant potential for improvement through digital transformation [15].
Nevertheless, it is crucial to thoroughly evaluate the possible obstacles and drawbacks
linked to the utilization of AI in public administration, encompassing factors such as preci-
sion, prejudice, legality, obligation, liability, transparency, elucidation, authority, adherence,
and regulation [18].
Digitalization in public service delivery offers many benefits, including improved
citizen-centric services, better customer experience, improved governance, and more effi-
cient public service delivery. However, addressing the potential challenges and pitfalls is
critical in ensuring the responsible and effective application of digital technologies in the
public sector. Digital transformation in public service delivery has resulted in a shift from
bureaucratic to citizen centric, with digital capabilities improving customer experience and
addressing common issues identified in the citizen journey [14].
Furthermore, the integration of artificial intelligence in the provision of public services
has the capacity to transform administrative procedures and the act of making decisions.
Through the utilization of AI technology, public administrations may streamline repetitive
processes, scrutinize vast quantities of data to guide policy making, and provide tailored
and effective services to citizens. Implementing digital transformation initiatives in public
service delivery requires a change in organizational culture and the establishment of a
regulatory sandbox to test new technologies, such as artificial intelligence, in a controlled
and ethical manner. Governments must overcome barriers such as inadequate regulations,
limited data integration, gaps in ICT infrastructure availability, limited ICT competencies,
and bureaucratic culture to fully leverage the potential of digitization in public service
delivery. Successful implementation of digitization initiatives in public service delivery
requires a comprehensive understanding of the potential benefits, challenges, and solutions
associated with the application of digital technologies and AI in the public sector.
The integration of digital technologies has significantly improved governance prac-
tices and service delivery in countries such as Indonesia, Brazil, China, Czech Republic,
Ukraine, Estonia, Kazakhstan, and the UK. These countries have actively implemented
digitization initiatives in their public sectors, leading to transformative change and im-
proved governance practices through the use of digital tools and platforms. Through the
implementation of digital capabilities, these countries have been able to improve citizen
experience, increase transparency and accountability, streamline administrative processes,
and improve service delivery efficiency. For example, the creation of government websites,
apps and other digital tools has made it easier for citizens to access public services. In
addition, the use of digital platforms has enabled the automation of routine tasks, reducing
the administrative burden for both government agencies and citizens.
The benefits of digitization in public service delivery are evident in various aspects.
Digital transformation not only enhances citizen-centered services, but also improves
customer experience and contributes to better governance. The utilization of artificial intel-
ligence in public administration, as part of digital transformation initiatives, has increased
efficiency and intelligence in public service delivery. It has paved the way for automated
Sustainability 2024, 16, 2818 13 of 23

routine tasks, data analysis for informed policy decisions, and the provision of personalized
services to citizens. However, along with its benefits come challenges and potential pitfalls.
It is important to critically assess the application of AI in public administration, considering
factors such as accuracy, bias, legality, responsibility, accountability, transparency, explana-
tion, and control. Addressing these challenges requires a comprehensive understanding
of the potential benefits, barriers, and solutions associated with the application of digital
technologies and AI in the public sector.
Successful implementation of digitization initiatives in public service delivery requires
a shift in organizational culture, establishment of a regulatory sandbox to test new tech-
nologies in a controlled and ethical manner, and overcoming barriers such as inadequate
regulations, limited data integration, gaps in ICT infrastructure availability, limited ICT
competencies, and bureaucratic culture. In-depth analysis of digitization initiatives in
the public sector has revealed the significant impact of digital tools and platforms on
governance practices and service delivery. While the benefits are enormous, it is imper-
ative to address the potential challenges and pitfalls to ensure responsible and effective
implementation of digital technologies in the public sector. This requires a comprehen-
sive understanding of the potential benefits, challenges and solutions associated with the
application of digital technologies and AI in public service delivery.
The elements of digitalization are categorized into three main sections: benefits,
Sustainability 2024, 16, x FOR PEER REVIEW
challenges, and success factors. This mapping provides a visual representation 14 of 23of the
various aspects associated with digitalization and highlights the need to address challenges
while leveraging opportunities for success (Figure 2).

Figure 2. Digitalization in public service delivery map.

Figure 2. Digitalization in public service delivery map.

3.2. Technology and Governance Solutions to Address Challenges in AI Implementation

To address the challenges associated with AI implementation in public administra-
tion, technological and governance solutions are being developed. Technological solutions
include improving the quality and diversity of training data, developing more accurate
AI algorithms, and implementing robust testing and validation processes. Technology and
Sustainability 2024, 16, 2818 14 of 23

3.2. Technology and Governance Solutions to Address Challenges in AI Implementation

To address the challenges associated with AI implementation in public administration,
technological and governance solutions are being developed. Technological solutions
include improving the quality and diversity of training data, developing more accurate AI
algorithms, and implementing robust testing and validation processes. Technology and
governance solutions play an important role in addressing the challenges of implementing
artificial intelligence (AI) in public service delivery. The successful integration of AI in pub-
lic services requires a comprehensive approach that encompasses the principles of legality,
accountability, and transparency [18]. This involves developing governance innovations to
ensure that AI implementations comply with legal frameworks, are accountable to stake-
holders, and operate transparently. In addition, the use of AI in public service delivery
requires a robust digital transformation strategy, as highlighted in research focusing on the
impact of digital transformation in the public sector and its relationship with knowledge
management practices [11].
To overcome the difficulties related to the integration of AI, it is crucial to examine
the management of large-scale data in public administration, given the ongoing expansion
of the data-driven economy [17]. Efficient management of big data technologies and soft-
ware products is crucial for effectively overseeing technological operations in real time,
thereby enhancing the efficiency of delivering public services to society. Furthermore, the
implementation of digital transformation in major urban areas is crucial for achieving the
advantages of user-friendly and citizen-centric services, eventually leading to an enhanced
quality of life and a more favorable business climate [13]. In addition, the shift from bureau-
cracy to citizen centeredness through digital transformation strategies is instrumental in
enhancing customer experience and improving public service delivery [14]. This transfor-
mation requires the government to fully utilize technological advances to improve public
services and government administration, thus emphasizing the need for a comprehensive
approach to digital transformation [15]. However, it is important to note that the impact of
e-government on the transformation of public administration organizations may require
further definition and refinement in order to effectively address challenges [16].
The intersection of technology and governance in addressing the challenges of AI
implementation in public administration is a multi-faceted and constantly evolving land-
scape. As technological advancements continue to shape the public sector, the development
of robust solutions has become imperative to ensure responsible, ethical, and effective
application of AI in public service delivery. Improving the quality and diversity of training
data is a foundational technological solution that has significant potential in minimizing
bias and improving the accuracy of AI algorithms. By using diverse and representative data
sets, public administrators can reduce the risk of algorithmic bias and promote fairness in
the decision-making process. In addition, the development of more accurate AI algorithms
and the implementation of rigorous testing and validation processes are important steps in
improving the reliability and performance of AI systems.
Alongside technological solutions, governance innovations are needed to guide the
ethical and legal frameworks governing the implementation of AI in public services. This
includes establishing accountability mechanisms to ensure that AI systems operate transpar-
ently and can be held accountable for results. In addition, a robust digital transformation
strategy is essential in linking AI implementation with broader digitization initiatives,
thereby promoting coherence and synergy in advancing public service delivery. Big data
governance in public administration is emerging as an important area of focus, especially
in an era where data-driven decision-making is increasingly prevalent. Effective big data
governance not only facilitates real-time management of technological processes, but also
supports the efficiency and responsiveness of public service delivery to the public. In
addition, digital transformation in big cities represents a significant opportunity to enhance
user-friendly services and develop citizen-centered governance, which will ultimately
improve the quality of life and business environment.
Sustainability 2024, 16, 2818 15 of 23

The shift from traditional bureaucratic models to citizen-centered digital transforma-

tion strategies demands a comprehensive and forward-looking approach. Governments
must leverage technological advancements to improve public services and government
administration, underscoring the importance of a holistic and agile digital transformation
framework. It should be noted that while the transformative potential of e-government
on organizational dynamics in public administration is clear, continuous refinement and
definition of such impact is essential to effectively address evolving challenges. The in-
tegration of technology and governance solutions plays a critical role in addressing the
challenges associated with the application of artificial intelligence in public service delivery.
The successful implementation of AI in public services requires a comprehensive approach
that upholds the principles of legality, accountability, and transparency.
An important technological solution in the application of AI is improving the quality
and diversity of training data. By utilizing diverse and representative data sets, public
administrators can reduce the risk of algorithmic bias, thereby promoting fairness in the
decision-making process. In addition, the development of more accurate AI algorithms
and the implementation of rigorous testing and validation processes are important steps
in improving the reliability and performance of AI systems. Complementing these tech-
nological initiatives, governance innovations are indispensable in establishing ethical and
legal frameworks that govern the implementation of AI in public services. It is critical to
establish accountability mechanisms that ensure transparency and responsibility in the
operation of AI systems, thereby fostering trust and confidence among stakeholders.
Moreover, in today’s era where data-driven decision making is increasingly preva-
lent, effective big data governance in public administration is crucial. Efficient big data
governance not only facilitates real-time management of technological processes, but also
supports the agility and responsiveness of public service delivery to citizens. Digital
transformation in big cities represents a significant opportunity to enhance user-friendly
services and foster citizen-centered governance, thereby contributing to improved quality
of life and a conducive business environment. The shift from traditional bureaucratic
models to citizen-centered digital transformation strategies demands a comprehensive and
forward-looking approach. Governments should leverage technological advancements
to improve public services and government administration, emphasizing the need for a
thorough and agile digital transformation framework.
While the transformative potential of e-government on organizational dynamics in
public administration is clear, it is imperative to continue to refine and define those impacts
in order to effectively address evolving challenges and ensure responsible and effective
application of digital technologies in the public sector.

3.3. Citizen Engagement in Digitalization Transformation

Citizen engagement is critical to the success of digital transformation in the public
sector. Digitization initiatives should aim to meaningfully engage citizens and end users
to ensure that public e-services meet their needs and expectations. Some key aspects of
citizen engagement in digitization are:
1. A city should provide user-friendly and citizen-centered digital services that improve
the quality of life and business environment [11,13]. This requires understanding the
needs and preferences of citizens through conjoint analysis and other methods [13,26].
2. Digital transformation enhances citizen participation in public service delivery and
governance through digital channels [14,24,27]. This can improve citizens’ evaluation
of public services and encourage broader participation.
3. Digital transformation leverages big data and digital technologies to meet shifting
societal expectations and create value for the public [17]. However, this requires a
robust big data governance framework.
4. Other research addresses the challenges of implementing artificial intelligence and
other technologies, including accuracy, bias, legality, responsibility, accountability,
transparency, and explanation [12,18]. This is to ensure technology serves public interest.
Sustainability 2024, 16, 2818 16 of 23

5. Governments should implement citizen-focused digital transformation and user

experience [14,16]. This involves institutional change within public organizations.
6. Digital transformation utilizes e-government to improve economic prosperity, sus-
tainable development, and citizens’ living standards [15,23]. However, governments
must overcome various transformation challenges.
7. Researchers are skeptical of claims that digitization alone will improve public services
and performance without meaningful citizen engagement [25,28]. Empirical data
does not always support this.
Citizen engagement is essential to benefit from digitization in the public sector. Gov-
ernments should put citizens and end-users at the center of digital transformation initiatives
to ensure public e-services and technologies truly serve public interest. Citizen engage-
ment is essential to ensure that digitization initiatives in the public sector are practical and
beneficial. This includes understanding citizens’ needs and preferences, increasing their
participation in service delivery and governance, leveraging big data and digital technolo-
gies, addressing challenges associated with artificial intelligence and other technologies,
implementing citizen-centric digital transformation, leveraging e-government, and being
cautious about relying on digitization without meaningful citizen engagement. Digitization
initiatives in the public sector should prioritize citizen engagement to ensure effective and
beneficial outcomes.
One way to engage citizens in the digital transformation of the public sector is to apply
user-centered design principles. By involving citizens and policymakers in the creation
of digital public services, governments can ensure that they meet users’ specific needs
and preferences. This not only improves the effectiveness and quality of services, but also
increases the adoption of policies and decisions that address complex global and local
challenges, such as education, sustainability, and the redesign of public service delivery.
The shift from bureaucracy to citizen centeredness within public administrations can
be defined and measured, although it might present some challenges due to its quali-
tative nature. This shift is generally about changing the focus of service delivery from
internal processes to the needs and satisfaction of citizens. Measuring it would typically
involve indicators such as service accessibility, response times, citizen satisfaction rates,
and transparency levels. Quantitative data like the number of online services, digital
transaction volumes, or user feedback scores could be used alongside qualitative assess-
ments of customer service and policy effectiveness. Continuous monitoring and evaluation
would be key to assess whether internal changes in bureaucratic culture are leading to
improved citizen-centric services. Citizen feedback mechanisms, surveys, and participatory
evaluations can all contribute to a comprehensive measurement of this shift.
Digital transformation strategies are increasingly being adopted by organizations,
including public service entities, to enhance customer experience. To ensure that these
strategies lead to genuine improvements in customer experience, several mechanisms
can be implemented based on insights from reputable sources. One critical aspect is
the shift towards citizen centricity in digital transformation efforts [14]. By focusing on
citizen needs and providing user-friendly services, organizations can enhance customer
experience significantly. This approach aligns with the goal of realizing benefits such as
increased quality of life and improved business environments [13]. Technological readiness
is another key factor influencing the success of digital transformation initiatives [23].
Ensuring that organizations have the necessary technological infrastructure and capabilities
is essential for driving genuine improvements in customer experience. Additionally, the
incorporation of artificial intelligence and big data governance plays a crucial role in
the digital transformation process [17]. These technologies can enhance service delivery,
transparency, and security, ultimately leading to a better customer experience.
The transition from e-government to digital government is vital for achieving mean-
ingful improvements in customer experience [15]. This transformation involves rethinking
public administration principles and governance structures to adapt to the digital era
effectively. By leveraging data policy and governance frameworks, such as the IAD frame-
Sustainability 2024, 16, 2818 17 of 23

work, organizations can design strategies that support smart city initiatives and guide
data governance in complex digital transformation scenarios [19]. In the context of public
service delivery, understanding citizens’ evaluations and preferences is essential for driv-
ing customer experience improvements [25,26]. By analyzing user preferences through
conjoint analysis and evaluating public service ratings, organizations can tailor their dig-
ital transformation strategies to meet customer expectations effectively. To ensure that
digital transformation strategies lead to genuine improvements in customer experience,
organizations should prioritize citizen centricity, technological readiness, the integration of
advanced technologies, the transition to digital government, and a deep understanding
of user preferences. By incorporating these mechanisms into their digital transformation
initiatives, organizations can enhance customer experience and achieve sustainable growth
in the digital domain.
Improvements in the quality of life and business climate are often measured in the
context of user-friendly and citizen-centric services by evaluating several key factors:
1. Service Accessibility and Inclusiveness: Assessing how broadly and equitably services
are available to different population groups, including those with disabilities or those
living in remote areas [14].
2. Efficiency and Response Times: Measuring the time it takes to deliver services to
citizens and businesses, and how digital transformation has reduced these times [23].
3. Customer Satisfaction: Using surveys, feedback forms, and social media analytics to
gauge citizen satisfaction with digital services [25].
4. Digital Skills and Literacy: Evaluating the impact of digital services on citizens’ digital
literacy and skills development, which can lead to a better quality of life [11].
5. Economic Indicators: Analyzing economic data such as employment rates, busi-
ness start-ups, and growth in the digital economy as measures of business climate
improvement [23].
6. Quality and Relevance of Services: Assessing the fit between the services provided
and the actual needs and preferences of citizens and businesses [26].
7. Transparency and Trust: Evaluating how digital transformation has improved trans-
parency in government operations and how this affects trust in public institutions [13].
8. Health and Social Outcomes: Analyzing the impact of digital services on health,
education, and social inclusion, which are direct indicators of quality of life improve-
ments [17].
9. Innovation and Competitiveness: Measuring the extent to which digital transforma-
tion has fostered innovation, both in the public sector and in the wider marketplace,
thereby impacting the business climate.
10. Data Utilization: Evaluating how effectively data is being used to continuously
improve services and make evidence-based decisions [18].
In addition, citizen engagement can also help address issues of public trust and engage-
ment with digitized public services. Governments can foster greater trust and confidence
in the services provided by actively involving citizens in the design and implementation
of digitization initiatives. This will increase citizen engagement and participation, which
will result in better public service delivery and performance. In summary, citizen engage-
ment is critical to the successful implementation of digital transformation initiatives in the
public sector. Governments can ensure that the services provided meet their needs and
preferences by actively involving citizens in the design and implementation of digitization
initiatives. This will ultimately lead to improved public service delivery, increased trust
and engagement with digital services, and overall better outcomes for society. Thus, citizen
engagement is critical to the success of digital transformation in the public sector. It ensures
that digital initiatives are designed with citizens in mind, addressing their concerns and
improving the overall customer experience. Moreover, citizen engagement also promotes
transparency and accountability in government.
To ensure that digital transformation strategies lead to genuine improvements in
customer experience, several mechanisms can be put into practice:
Sustainability 2024, 16, 2818 18 of 23

1. Customer Feedback and Engagement: Actively soliciting and responding to customer

feedback can help tailor services to meet user needs effectively.
2. User-Centric Design: Designing digital services with the user experience in mind,
including ease of use, accessibility, and intuitiveness, prioritizes customer satisfaction.
3. Analytics and Data-Driven Insights: Using data analytics to understand customer
behaviors and preferences allows for the optimization of services and personalization
of customer interactions.
4. Continuous Improvement: Implementing a cycle of ongoing evaluation and improve-
ment ensures that services remain relevant and effective over time.
5. Cross-Functional Teams: Collaboration between IT, customer service, and other de-
partments helps align digital initiatives with customer expectations.
6. Training and Support: Providing adequate training and support to customers when new
systems or services are introduced helps ease the transition and improves adoption.
7. Change Management: Strategic change management practices that address the cul-
tural and organizational aspects of transformation can facilitate smoother integration
of digital initiatives.
8. Performance Metrics: Setting and tracking key performance indicators related to
customer experience helps measure the impact of digital strategies and identify areas
for improvement.
9. Transparency: Being transparent about how customer data is used and giving cus-
tomers control over their information can enhance trust and satisfaction.
10. Regulatory Compliance and Security: Ensuring that digital solutions comply with
regulations and provide robust security for customer data is crucial for maintaining
trust and a positive experience.
11. Technological Investment: Investing in up-to-date and scalable technologies can
support efficient and responsive customer service.
By leveraging these mechanisms, governments and organizations can drive digital
transformation efforts that genuinely enhance the customer experience.
In addition, citizen engagement also promotes transparency and accountability in
government. When citizens are actively involved in the decision-making process and have
a say in the design and implementation of digital public services, it creates a sense of
openness and trust. Citizens feel that their voices are heard and their opinions matter, thus
strengthening their trust in government. In addition, citizen engagement can help bridge
the digital divide by ensuring that digital services are accessible to everyone. By actively
involving citizens in the design process, the government can identify and address barriers
to digital access, such as language barriers, digital literacy and connectivity issues.

3.4. Implications for Digital Transformation Practices among Local Governments

To address the implications of digital transformation among local governments, it is
important to consider the potential benefits and challenges of this process. The following
data provides valuable insights into various aspects of digital transformation and its impact
on local government practices:
1. Ref. [11] emphasizes the importance of a data-driven discussion on the impact of digi-
tal transformation in the public sector and its relationship to knowledge management
practices. This underscores the significance of utilizing knowledge management to
drive effective digital transformation initiatives in local governments.
2. Ref. [24] examines the factors driving digital transformation among local governments,
providing valuable insights for smart city development in China. Understanding
these drivers is crucial for local governments to plan and implement digital initia-
tives effectively.
3. Ref. [13] presents a quantitative report on the influence of municipality population
size on digital maturity in urban municipalities in Slovenia. This study offers valuable
insights into the digital maturity of local governments and provides implications for
digital transformation practices based on population dynamics.
Sustainability 2024, 16, 2818 19 of 23

4. Ref. [27] provides evidence of digital transformation based on citizen evaluations of

public service delivery in China. This study offers theoretical and practical implica-
tions for understanding the impact of digital transformation on public service ratings.
Local governments can use this information to improve their service delivery based
on citizen evaluations.
5. Ref. [12] discusses the emerging trends of digital transformation and artificial intelli-
gence in public administration. The author emphasizes the need for significant struc-
tural changes to reduce bureaucracy and enhance the quality, productivity, accessibility,
and transparency of public institutions. This highlights the potential for local govern-
ments to incorporate artificial intelligence into their digital transformation initiatives.
6. Ref. [23] explores e-government as a key driver of economic prosperity and sustainable
development. Their research offers insights into how digital technologies can enhance
the efficiency of public services and contribute to economic prosperity. This study
provides implications for local governments to leverage the e-government in order to
achieve sustainable development goals.
7. Ref. [17] explores big data governance in public administration, highlighting the
role of big data technologies in managing technological processes to deliver more
efficient public services to citizens. This provides implications for local governments
to effectively govern and utilize big data in their digital transformation efforts.
8. Ref. [14] focuses on shifting from bureaucracy to citizen centricity, with emphasis
on adopting digital capabilities to improve customer experience in public service
organizations. This provides implications for local governments to prioritize citizen-
centric digital transformation strategies.
9. Ref. [18] outlines the possibilities, pitfalls and governance considerations associated
with improving public services using artificial intelligence, offering insights into the
responsible application of AI in public administration. It provides implications for
local governments to address the challenges and governance aspects of integrating AI
into their digital transformation initiatives.
As such, the selected references offer valuable insights into the implications of digi-
tal transformation practices among local governments, covering aspects such as knowl-
edge management, drivers, digital maturity, citizen evaluation, artificial intelligence, e-
government, big data governance, and citizen centeredness. These insights can guide local
governments in effectively planning and implementing digital transformation initiatives to
improve public service delivery and governance. In addition, as local governments embark
on their digital transformation journey, it is imperative to consider the potential utilization
of artificial intelligence in these initiatives. AI can revolutionize the way public services
are delivered and streamline processes for more efficient and effective governance. AI can
be used in data analysis, decision making, and personalized service delivery, improving
efficiency and outcomes for citizens. However, local governments need to approach AI
adoption with caution and ensure that ethical considerations and governance frameworks
are in place to mitigate potential risks or biases.
Integrating big data governance in digital transformation efforts can enhance local
government capabilities. By effectively managing and utilizing big data, governments can
gain valuable insights, make informed decisions, and optimize public service delivery. In
addition, the concept of citizen centricity is essential in the digital transformation journey
of local governments. It is crucial to prioritize the needs and expectations of citizens in the
design and implementation of digital initiatives. By adopting a citizen-centric approach,
local governments can ensure that their digital transformation initiatives truly address the
concerns and improve the experience of their constituents. Besides technological readiness,
another important factor driving digital transformation among local governments is the
availability of a supportive governance framework. Effective governance mechanisms and
policies need to be in place to guide and govern the digital transformation process.
Sustainability 2024, 16, 2818 20 of 23

3.5. Implementing Privacy-Preserving Measures in Cloud-Assisted Vehicular Networks

As local governments continue to navigate the complexities of digital transformation,
it is imperative to consider the ethical implications of leveraging advanced technologies in
their initiatives. An important aspect to address is the privacy concerns surrounding data
collection and utilization, especially in the context of cloud-assisted vehicular networks. A
privacy-preserving reputation updating scheme for cloud-assisted vehicular networks is
crucial in ensuring data security and integrity within the context of cloud-assisted vehicular
networks. Privacy concerns are paramount in such networks due to the sensitive nature
of the data being transmitted and stored. To address these concerns, it is essential to
consider factors such as data privacy, functionality, and user perceptions in the design of
reputation-updating schemes [29].
In the realm of digital transformation and public value creation, the concept of public
value has been evolved to encompass a broader range of actors beyond just public managers.
The contributions of both public and private entities are now recognized as significant
in the production of public value. This shift in perspective allows for a more inclusive
approach to understanding and enhancing public value within government initiatives [5].
Digital transformation plays a pivotal role in shaping citizens’ evaluations of public
service delivery. The implementation of digital technologies, as evidenced in China in
2021, has a profound impact on how citizens perceive and interact with public services.
Understanding the implications of digital transformation on public service delivery is
essential for governments aiming to enhance their service quality and efficiency [27].
Moreover, the digitization of government services, particularly through e-government
initiatives, has been highlighted as a key driver for economic prosperity and sustainable de-
velopment. E-government models facilitate efficient interactions between governments and
citizens, address societal challenges, and promote inclusivity in service delivery. Embracing
e-government can lead to improved governance practices and better service accessibility
for all segments of the population [23].
In the context of public administration, the digital transformation of services is not just
a technological shift but a fundamental reorientation towards citizen centricity. By focusing
on citizens’ needs and experiences, governments can enhance service quality, promote
transparency, and build trust with the public. This shift towards citizen-centric digital
services is essential for modernizing public administration and ensuring its relevance in
the digital age [14].
Developing a privacy-preserving reputation updating scheme for cloud-assisted ve-
hicular networks requires a comprehensive understanding of digital transformation, public
value creation, and citizen-centric service delivery. By integrating principles of data pri-
vacy, functionality, and user perceptions, governments can design effective schemes that
safeguard data integrity while enhancing service quality and public trust. With the increas-
ing integration of cloud technology in vehicular networks, concerns about privacy and
security have become more pronounced. It is crucial for local governments to prioritize the
development of privacy-preserving mechanisms that can uphold the integrity of citizens’
data while still enabling effective reputation updating in cloud-assisted vehicular networks.
To achieve this, the implementation of a robust privacy-preserving reputation updating
scheme is essential. This scheme should encompass techniques such as differential privacy,
secure multiparty computation, or homomorphic encryption to ensure that the reputation
update process does not compromise individuals’ privacy or expose sensitive information.
Furthermore, local governments need to collaborate with technology experts and pri-
vacy advocates to establish comprehensive guidelines and standards for preserving privacy
in cloud-assisted vehicular networks. These guidelines should outline the permissible use
of personal data, mechanisms of consent and transparency, as well as protocols for data
anonymization and secure transmission. As local governments actively seek to harness the
potential of digital transformation in enhancing public services, it is vital to concurrently
prioritize the protection of citizens’ privacy rights. Only by doing so can they cultivate
Sustainability 2024, 16, 2818 21 of 23

trust and confidence in the utilization of advanced technologies, ultimately leading to a

more harmonious and beneficial implementation of digital initiatives.

4. Conclusions
In conclusion, digital transformation is necessary for local governments to improve
public service delivery and governance. The integration of ICT-enabled social innovations,
such as artificial intelligence and big data governance, has emerged as an important driver
in this transformation. Local governments must prioritize citizens and ensure that their
digital initiatives meet the needs and expectations of their constituents. However, local
governments should approach digital transformation with caution and establish an ethical
framework to mitigate potential risks or biases associated with the use of technologies
such as AI. Artificial intelligence in government has brought transformational changes
in roles and functions. This technology-centric governance model has the potential to
deliver personalized and efficient services, making governments leaner and more cost-
effective. However, addressing the ethical challenges and risks in AI implementation,
such as biased data, transparency, and citizen behavior control, is critical. Combining AI
and open government data also has significant potential to increase efficiency and inno-
vation in public governance. However, AI must be leveraged more to create value from
Open Government Data (OGD). To realize the full potential of digital transformation, local
governments should prioritize collaboration and partnerships with stakeholders such as
business, academia, and civil society. These partnerships can help provide the expertise,
resources and support needed to drive successful digital transformation initiatives. Local
governments should also invest in the digital skills and capabilities of their workforce. This
research implies that local governments should focus on developing strong leadership and
effective governance mechanisms to drive digital transformation initiatives. In addition,
governments should create strong regulations and legal frameworks to guide and govern
digital transformation. Overall, transforming public service delivery through digitalization
requires a comprehensive approach that includes citizen centricity, ethical considerations,
stakeholder collaboration, investment in digital skills, strong leadership, effective gov-
ernance, and regulatory frameworks. Future research should focus on evaluating the
effectiveness and impact of digital transformation initiatives in improving public service
delivery and citizen satisfaction.

Supplementary Materials: The following supporting information can be downloaded at:

https://www.mdpi.com/article/10.3390/su16072818/s1, PRISMA Checklist [30].
Author Contributions: Conceptualization, J.J.P.L. and N.L.Y.D.; methodology, M.B.S. and S.A.R.;
validation, J.J.P.L., I.B.G.A.Y.P. and I.K.R.P.; formal analysis, J.J.P.L.; investigation, M.B.S.; resources,
I.B.G.A.Y.P.; data curation, N.L.Y.D.; writing—original draft preparation, I.K.R.P.; writing—review
and editing, M.B.S.; visualization, S.A.R.; supervision, J.J.P.L.; project administration, J.J.P.L. All
authors have read and agreed to the published version of the manuscript.
Funding: This research received no external funding.
Institutional Review Board Statement: Not applicable.
Informed Consent Statement: Not applicable.
Data Availability Statement: Data are contained within the article.
Conflicts of Interest: The authors declare no conflicts of interest.

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