Technological Advancements in Public Services: A Systematic Review

Abstract

This study examines the impact of digital transformation on local government operations. It reviews existing literature on the implementation of digitalisation across various countries. Using Scopus, the study identified research related to digital transformation in the public sector and explored a range of ideas on this topic. The findings indicate that digital transformation encourages citizen participation, make public services more transparent, and increase government accountability. However, there are challenges that digital transformation needs to overcome. The results show that the main drivers for digital change in public services are the desire to enhance organizational efficiency, respond to higher authorities' demands, and meet citizens' expectations. It highlights that local governments must be technologically prepared to succeed in the digital era. Future research should consider areas such as universal e-service delivery, information security and budget management concerns.

 Keywords: Digital technology, Governance, Artificial intelligence, local government