The Effectiveness of E-Government Initiatives in Improving Public Service Delivery: A Review of the Literature

ABSTRACT: E-government initiatives have become increasingly popular as a means of improving public service delivery and citizen engagement. However, there is a need for a comprehensive understanding of the effectiveness of e-government initiatives and the factors that influence their success. This literature review aims to synthesize empirical studies published between 2010 and 2021 on the effectiveness of e-government initiatives in improving public service delivery. The review identified 42 studies that examined various aspects of e-government initiatives, such as access to services, service quality, citizen satisfaction, trust, participation, and impact on governance. The review found that e-government initiatives have the potential to improve public service delivery by enhancing access, quality, and citizen engagement. However, the success of e-government initiatives depends on several factors, such as adequate infrastructure and resources, effective governance and leadership, stakeholder involvement and collaboration, and user-centered design and evaluation. The review also identified several challenges and barriers to the implementation of e-government initiatives, such as digital divide, data privacy and security, legal and regulatory frameworks, and citizen resistance and skepticism. The review suggests the need for more research that adopts interdisciplinary and cross-sectoral approaches and attends to the ethical and social implications of e-government initiatives. This review provides insights into the current state of knowledge on e-government initiatives and their impact on public service delivery.

KEYWORDS : e-government, effectiveness, impact, public service delivery