DIGITALIZATION, E-GOVERNMENT, AND INNOVATION IN IMPROVING THE QUALITY OF PUBLIC SERVICES: A SYSTEMATIC LITERATURE REVIEW

Abstract

Digital transformation drives changes in public service delivery, but the application of technology does not always automatically result in improved service quality. This study aims to analyze the development of digitalization, e-government, and innovation in improving the quality of public services. The study used the Systematic Literature Review (SLR) method with PRISMA 2020 guidelines. Literature was obtained from the Scopus database with a publication period of 2021–2026. Of the 168 identified articles, after a selection process, 12 articles were selected for descriptive analysis and thematic synthesis. The study results indicate that digitalization can improve accessibility, efficiency, speed, and ease of service delivery, as well as encourage process innovation. However, its success is influenced by organizational readiness, infrastructure, human resources, governance, security, public trust, and equality of access. Digitalization needs to be integrated with organizational changes and community needs to improve service quality and create public value.