IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v16y2024i7p2818-d1365591.html
   My bibliography  Save this article

Transforming Public Service Delivery: A Comprehensive Review of Digitization Initiatives

Author

Listed:
  • 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)

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.

Suggested Citation

  • Jonathan Jacob Paul Latupeirissa & Ni Luh Yulyana Dewi & I Kadek Rian Prayana & Melati Budi Srikandi & Sahri Aflah Ramadiansyah & Ida Bagus Gde Agung Yoga Pramana, 2024. "Transforming Public Service Delivery: A Comprehensive Review of Digitization Initiatives," Sustainability, MDPI, vol. 16(7), pages 1-23, March.
    • Handle: RePEc:gam:jsusta:v:16:y:2024:i:7:p:2818-:d:1365591
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/16/7/2818/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/16/7/2818/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Paul Henman, 2020. "Improving public services using artificial intelligence: possibilities, pitfalls, governance," Asia Pacific Journal of Public Administration, Taylor & Francis Journals, vol. 42(4), pages 209-221, October.
    2. Jianying Xiao & Lixin Han & Hui Zhang, 2022. "Exploring Driving Factors of Digital Transformation among Local Governments: Foundations for Smart City Construction in China," Sustainability, MDPI, vol. 14(22), pages 1-16, November.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Zhang, Weidong & Zuo, Na & He, Wu & Li, Songtao & Yu, Lu, 2021. "Factors influencing the use of artificial intelligence in government: Evidence from China," Technology in Society, Elsevier, vol. 66(C).
    2. Kumar, Shashank & Raut, Rakesh D. & Queiroz, Maciel M. & Narkhede, Balkrishna E., 2021. "Mapping the barriers of AI implementations in the public distribution system: The Indian experience," Technology in Society, Elsevier, vol. 67(C).
    3. Shuguang Wang & Xuefu Sun & Shen Zhong, 2023. "Exploring the Multiple Paths to Improve the Construction Level of Digital Government: Qualitative Comparative Analysis Based on the WSR Framework," Sustainability, MDPI, vol. 15(13), pages 1-21, June.
    4. Yu-Che Chen & Michael J. Ahn & Yi-Fan Wang, 2023. "Artificial Intelligence and Public Values: Value Impacts and Governance in the Public Sector," Sustainability, MDPI, vol. 15(6), pages 1-22, March.
    5. Bratanova, Alexandra & Pham, Hien & Mason, Claire & Hajkowicz, Stefan & Naughtin, Claire & Schleiger, Emma & Sanderson, Conrad & Chen, Caron & Karimi, Sarvnaz, 2022. "Differentiating artificial intelligence capability clusters in Australia," MPRA Paper 113237, University Library of Munich, Germany.
    6. Hui Zhang & Huiying Ding & Jianying Xiao, 2023. "How Organizational Agility Promotes Digital Transformation: An Empirical Study," Sustainability, MDPI, vol. 15(14), pages 1-13, July.
    7. Anne David & Tan Yigitcanlar & Rita Yi Man Li & Juan M. Corchado & Pauline Hope Cheong & Karen Mossberger & Rashid Mehmood, 2023. "Understanding Local Government Digital Technology Adoption Strategies: A PRISMA Review," Sustainability, MDPI, vol. 15(12), pages 1-43, June.
    8. Ha, Le Thanh, 2023. "An investigation of digital integration's importance on smart and sustainable agriculture in the European region," Resources Policy, Elsevier, vol. 86(PA).
    9. Pedro R. Palos-Sánchez & Pedro Baena-Luna & Mercedes García-Ordaz & Francisco J. Martínez-López, 2023. "Digital Transformation and Local Government Response to the COVID-19 Pandemic: An Assessment of Its Impact on the Sustainable Development Goals," SAGE Open, , vol. 13(2), pages 21582440231, April.
    10. Bratanova, Alexandra & Pham, Hien & Mason, Claire & Hajkowicz, Stefan & Naughtin, Claire & Schleiger, Emma & Sanderson, Conrad & Chen, Caron & Karimi, Sarvnaz, 2022. "Differentiating artificial intelligence activity clusters in Australia," Technology in Society, Elsevier, vol. 71(C).
    11. Silvia Rolandi & Gianluca Brunori & Manlio Bacco & Ivano Scotti, 2021. "The Digitalization of Agriculture and Rural Areas: Towards a Taxonomy of the Impacts," Sustainability, MDPI, vol. 13(9), pages 1-16, May.
    12. Enji Li & Qing Chen & Xinyan Zhang & Chen Zhang, 2023. "Digital Government Development, Local Governments’ Attention Distribution and Enterprise Total Factor Productivity: Evidence from China," Sustainability, MDPI, vol. 15(3), pages 1-19, January.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:16:y:2024:i:7:p:2818-:d:1365591. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.