Transforming Public Service Delivery: A Comprehensive Review of Digitization Initiatives

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.

1. Introduction

In today’s rapidly evolving digital landscape, transforming public service delivery has become an important agenda for governments around the world. Integrating new technologies and disruptive models have enabled public management bodies to efficiently manage a wide range of governance, from transportation and public services to urban security and health control. This transformative process is driven by political, economic, cultural, 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 efforts may cause more problems than they solve [1]. Recently, there has been increasing interest in engaging citizens as additional resources or participants in policymaking.

This shift towards digitization aims to improve public service delivery by harnessing the power of technology, data, and connectivity. By embracing digitization, governments can simplify and automate processes, improve efficiency and effectiveness, and enhance the overall citizen experience. In addition to these benefits, digital transformation in the public sector requires governments to manage citizen expectations and create value in 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 understanding how to communicate and interact with citizens through various digital channels and addressing their needs and concerns [8,9,10]. However, governments need help to implement 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 transformation 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 transformation 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, prioritizing 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 connection 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 associated 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 technology 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 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 interact 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 publications 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 transformation 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, Econometrics 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 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 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 research objectives, methodology, results, and outcomes of each study [22]. The rigorous data extraction process, guided by the PRISMA guidelines for systematic reviews, ensured 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, relevance, and the quality of reporting, enhancing the overall reliability and credibility of the findings. The involvement of multiple researchers in validating and synthesizing the findings 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 maintaining 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 authors verified and endorsed the outcomes. Divergences in personal assessments were emphasized and deliberated upon until a consensus was achieved.

3. Results and Discussion

The research result encapsulates and elucidates the findings in the meticulously conducted 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 overarching themes derived from the scrutinized studies, the report offers valuable insights into the transformative influence of digitization in public services. This illuminative approach 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 intelligence 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 comprehensive analysis of studies examining the impact of digitization on public service delivery, as shown in the (

Table 1. Summary of studies reviewed.

Paper	Study Objectives	Methodology	Result	Outcome
Improving public services using artificial intelligence: Possibilities, pitfalls, governance [18]	The objective of this study is to investigate the utilization of artificial intelligence in the public sector for automated decision making, chatbots, and public governance. Furthermore, the study will examine the possible benefits, challenges, and strategies to enhance the regulation and governance of AI-driven public administration.	The paper’s technique entails examining the utilization of artificial intelligence in the public sector, delineating technological and governance advancements, and deliberating on the corresponding difficulties and prospects. Additionally, it seeks to offer a comprehensive examination of the present condition of artificial intelligence in governance and its ramifications.	The study’s findings indicate that enhancing public services using artificial intelligence involves understanding the advantages of AI in public administration, including improved efficiency, decision making, and service delivery. The research may also emphasize certain obstacles and risks linked to AI integration in the public sector, such as those of data protection, bias, accountability, and transparency.	AI may enhance public service, decision making, and efficiency; AI’s public administration limitations, including accuracy, prejudice, legality, accountability, and control; studying technology and governance solutions to address public sector AI implementation concerns; and improving AI-based public administration regulation and monitoring to maximize benefits and minimize harm.
Digital Transformation of Slovenian Urban Municipalities: A Quantitative Report on the Impact of Municipality Population Size on Digital Maturity [13]	This study studies municipality population size and digital maturity to find urban digital progress indicators. It evaluates Slovenian digital readiness and adoption by studying how digital transformation affects metropolitan town public services and connections. This detailed analysis offers ideas to increase urban digital maturity, delivery, res, and digital connection.	A quantitative study analyzed municipality population size and digital maturity. Municipal websites and official sources supplied demographics, digital services, Wi-Fi, and open data. Tractable 360 City Assessment Tool studies assessed data-sharing and digital maturity. City leaders addressed digitization. The impact of population size on municipal digital development and maturity was examined using statistical approaches.	The study found that metropolitan municipalities need digital transformation plans based on quantitative indicators and a deep understanding of the complex link between population size and digital readiness. Examining each municipality’s unique environment and the various factors that determine digital maturity might help urban regions achieve digital transformation and sustain digital development.	WiFi, services, and open data showed Slovenia’s urban digital growth. Contrary to expectations, the study found a complex municipal population–digital growth connection. Statistics show that municipal population growth affects digital maturity demands such as open data sharing and security. Urban digital transformation requires extensive research and digital maturity indicators. Maturity and population size affect strategy.
From Bureaucracy to Citizen-Centricity: How the Citizen-Journey Should Inform the Digital Transformation of Public Services [14]	Discover the digital transformation of public services from a citizen perspective. Finding the biggest challenges individuals have while using e-government services. Analyze and recommend solutions to identified issues. Complete a citizen trip and government service interaction analysis. Consider citizen input to close the digitization gap in public services.	Citizens’ life events are studied using a case study methodology to assess public service interactions. Interviews with recent service users are used to identify pain points and opportunities for improvement. The study examines how individuals access government services, the procedures, the problems, and improvements, including website design. To improve the e-government citizen experience, non-probability sampling selects a varied sample size by demographics.	The study found recurring pain spots in citizen trips to public services, underlining the necessity for citizen-centric design and technologies like SEO, chatbots, and smartphone applications. Improving services and simplifying procedures to be citizen centric requires understanding citizen journeys and pain spots. The research emphasizes the need for a culture shift in public services to sympathize with citizens, address their concerns, and innovate to improve service.	Research shows that citizen-centric government services improve satisfaction and facilitate digital transformation. The paper offers SEO and chatbots for citizen service and trips. The report recommends public service providers prioritize citizen demands and deliver user-centered services. The study indicates a cultural change toward citizen-centric service design and marketing insights for high-quality, user-centric public services. The research focuses on citizen pain points for digital transformation and citizen-centric government.
Designing data policy and governance for smart cities: Theoretical essay using the IAD framework to analyze data-driven Policy [20]	The study analyzes data-driven policy for intelligent cities, explores the societal implications of datafication and emerging collective action dilemmas, provides an overview of the IAD framework, analyzes smart city data policy and governance components, and provides an analytical perspective for designing smart city data policy and governance.	Intelligent city data policy and governance theory using qualitative research. Assess data governance, intelligent city, institutional analysis, and policy design literature. Development with IAD. Collective action and institutional dynamics in smart city data governance. A case study: Making use of theory. Critical Analysis: IAD framework flaws and smart city data governance.	Critical smart city data governance challenges and potential. Creating a framework for urban data policy and governance analysis. Data governance decisions are influenced by collective action issues and institutional dynamics. Case studies illustrate the theoretical framework’s real-world application. Critical analysis of the IAD framework’s strengths and weaknesses in solving complicated smart city policy issues.	Deeper grasp of smart city data governance issues. Framework for effective data policies that handle collective action issues. Impact of institutional dynamics on urban data governance decisions. Practical advice for smart city data governance policymakers and stakeholders. Academic research on data policy design, institutional analysis, and smart city development.
E-Government as a Key to the Economic Prosperity and Sustainable Development in the Post-COVID Era [23]	The project will explore how e-government affects economic development post-COVID-19. It promotes e-government as a crucial framework for public administration and as a strong tool to boost economic growth, fight corruption, reduce uncertainty, and boost human capital.	Czech and Russian internet surveys were utilized from September 2020 to March 2021. To reach internet users, snowball, opportunity, and convenience sampling were used. Survey topics included e-government, economic performance, anti-corruption, and human capital development. Ethics, anonymity, and IRB approval were used to collect data.	During COVID-19, e-government technology increased productivity, lowered transaction costs, and made the Czech Republic and Russia more business-friendly. Accountability and transparency decreased government corruption. After COVID-19, low-adoption nations like Russia required e-government for development, transparency, and modernization.	E-government drives post-COVID-19 development, leveraging digital platforms for better governance, transparency, and services. In emerging nations, it focuses on citizens, channels, and technology, boosting government efficiency and socioeconomic growth amidst digital shifts, COVID-19, and climate issues.
The new trends of digital transformation and artificial intelligence in public administration [12]	Digital transformation and AI effect public administration efficiency, accessibility, and transparency, according to the research. It also calls for structural reforms to decrease bureaucracy and raise public spending and AI investments to make EU public administrations smarter and more successful by 2030.	The study uses literature review, case studies, and qualitative analysis. Academic papers, reports, and government documents may have been used to study public administration digital transformation and AI. Case studies may provide European examples. Thematic coding and expert interviews may have yielded crucial information. The study seeks a complete understanding.	The study on public administration digital transformation and AI may show European trends, challenges, and opportunities. It may uncover digital best practices, public service delivery improvements, and successful ways. The study may help governments use digital transformation and AI to improve efficiency, transparency, and citizen happiness.	Studies on AI and digital transformation in public administration should prove its influence on European public services. With insights regarding technology integration advantages, downsides, and best practices, policymakers, administrators, and stakeholders may enhance services, procedures, and governance, improving government efficiency and citizen centricity.
Exploring Driving Factors of Digital Transformation among Local Governments: Foundations for Smart City Construction in China [24]	The report covers local government digital transformation drivers. It also needs a research model to explore these drivers in other public and private sectors. The article also notes the lack of local government digital transformation studies. It investigates factors and creates digital transformation strategies for industries and departments. Research aims to increase digital transformation understanding.	The study utilized a questionnaire survey to gather data from public servants in local governments, followed by structural equation modeling (SEM) to assess the conceptual model and hypotheses. Professionals and academics evaluated the questionnaire before its usage in the study. Data collection included sending questionnaires via a specialized website and gathering 311 electronic responses within a month. CFA was employed to investigate the idea.	Chinese local governments’ digital transformation was driven by technical preparedness, organizational efficiency, public service delivery, people’s expectations, and superior pressure, according to TOE. Smart cities and digital revolution were driven by tech readiness. Addressing public needs and government impacts is crucial to digital government development, according to the poll. Discoveries can help digitally transform cities for sustainable growth.	The promising Chinese local government and digital transformation drivers ToE framework research: competence, efficiency, public service, and pressure matter. Digital and smart cities need these insights. The poll indicates expectations and superior pressure improve digital government. Studies suggest that these traits match the digital transformation in Chinese local administrations. Digitization may help cities survive.
Digital Transformation: Exploring Big Data Governance in Public Administration [17]	The study’s objectives are unclear, but they are to examine big data governance in public administration and draw conclusions on data use. Assess the effects of data-driven public administration on governments and organizations. Wrap up with conclusions and research ideas.	The paper employs a meticulous examination of big data governance in public administration, specifically focusing on the era following the COVID-19 pandemic. In conclusion, the study utilizes empirical and comparative analysis, expert assessments, synthesis, deduction, and induction methods.	The findings of the study highlight the significant impact that big data technologies can have on restructuring public administration processes and services. This emphasizes the crucial role of data governance, technological advancements, and strategic decision making in the modern digital age.	Big data and software affect public administration’s digital transformation. The article stresses big data and software to govern technology and enhance public services. The essay highlights data management, a unified digital infrastructure for huge data, and fast data exchange networks.
Digital Transformation and Public Service Delivery in Brazil [16]	This research addresses digital transformation in Brazilian federal government public services. It emphasizes digital transformation governance for uniform digital policies to improve public services. The report also examines factors impacting Brazil’s public service digital transformation.	The National School of Public Administration (ENAP) surveyed Brazilian federal government public service digital transformation. The survey found 1740 public services from 85 enterprises implemented by public managers. A logistic regression model with a Nagelkerke R-squared of 0.474 analyzed 16 March–30 November 2017 data.	Service to society Institutional limits and autonomy may make digitalization for efficiency and citizens challenging for the Brazilian federal government. Few public services are self-service; thus, Brazil’s digital revolution varies. Logistic regression in FGASS public manager surveys quantified digitalization. Public sector digitization in Brazil.	The examination found that few Brazilian government functions are fully digitalized. The logistic regression model used to uncover service digitization determinants showed the Brazilian federal government’s digital transformation challenge. The study emphasizes knowing service digitization’s many characteristics and preferences.
Digital Transformation of the Government: A Case Study in Indonesia [15]	One goal of the research is to examine Indonesia’s e-government development. Identifying hurdles to e-government implementation and suggesting a transition to digital government are the other goals.	UN e-government surveys (2010–2020), IMD World Digital Competitiveness surveys (2015–2019), and the Ministry of State Apparatus and Bureaucratic Reforms’ E-government Index Evaluation were secondary sources. Government agency representatives attended May 2019 Ministry of Home Affairs focus groups.	ICT adoption, digital divide, and data integration impede Indonesia’s e-government. India’s digital competitiveness. Solutions were identified by government focus groups. Indonesia used global E-Government Development Index data to develop a digital transformation plan to improve e-government.	Indonesia’s cultural barriers limit ICT regulation, data integration, and e-government adoption. Digitizing laws, processes, and infrastructure can boost government performance. Indonesia’s government may become more business friendly with digital leadership and stakeholder engagement.
Local Government Performance, Cost-Effectiveness, and Use of the Web: An Empirical Analysis [25]	Web-focused digital government initiatives improve English local government quality and cost. It evaluates government online and digital activities for cost savings or efficiency gains. Local government public service web-based technology efficiency is examined.	From panel data, online government use affects English local government efficiency and cost-effectiveness. Web performance impacts 2002–2008 dynamic regression council cost and quality. Council and historic variations test government online service quality and cost. Examining local government online.	Online distribution does not affect UK local government spending or performance. Despite enhanced online service quality, the results challenge the premise that web-based public services improve outcomes. Dynamic regression helps digital governance. Bad web construction inhibits government digitization.	Performance and expenses did not improve with English local government internet. Better online public services are needed despite achievements. MCR may deter government activities. Web development did not impair service delivery, prompting government service digitalization research.
Government Information Quarterly [26]	The researchers sought to uncover factors affecting satisfaction and willingness to use computerized public services. To improve electronic public service design and execution based on end-user preferences, they used conjoint analysis to evaluate data security, protection, pricing, and efficiency.	ACBC, conjoint analysis, and quasi-experimental design were used. Two public service surveys randomly selected 899 Swiss, who completed online surveys. Online surveys and user satisfaction and use analysis shaped electronic public service design and distribution. Assessed data security, cost, and efficiency.	The study indicated data security constraints influenced digital public service choices. After digital services undermined data security, non-digital services gained popularity. Protect tax declaration data. Data security, protection, cost, and efficiency were evaluated in public service. Digital change affects public e-services.	Secure data influences user choices. Comparing digital and non-digital data security helped people understand its relevance. Data security, protection, price, and efficiency were assessed for tax declaration services. To integrate public e-services in the digital era, consider client preferences and quality.
Digital transformation of citizens’ evaluations of public service delivery: evidence from China [27]	The study objectives are to analyze the influence of digital transformation on the quantity and patterns of evaluations conducted by citizens. It also seeks to explore how digital interfaces facilitate the process of evaluations. Additionally, the study aims to evaluate the extent to which digital citizen–state interactions enhance citizen satisfaction.	The study uses Chinese municipal Government Service Evaluation System (GSES) data to let citizens assess services online. Researchers use descriptive statistics and regression analysis to evaluate three hypotheses using GSES panel data. The study uses quantitative and qualitative survey data to examine how digitization affects citizen public service ratings.	Study: mobile apps, especially government ones, boost citizen happiness more than offline alternatives. New tech improves public service feedback. Government services and citizen engagement enhance with simple applications. Public service performance evaluation and e-government literature guide digital transformation. Technology influences public sector involvement by improving evaluation.	Studies show that digital interfaces, especially mobile apps, boost public service satisfaction and review. Government services may be more engaging with mobile apps. For administrative savings and customer delight, governments should prioritize mobile app development. Digitalization enhances citizen–state engagement discourse in e-government and public sector performance monitoring.

) below.

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]:

• 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.
• 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.
• 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.
• 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.
• Process Automation: Big data can identify areas where processes can be automated, leading to reduced processing times and lower costs.
• Customized Service Delivery: Big data analysis can help tailor public services to individual needs, which increases effectiveness and user satisfaction.
• Fraud Detection and Compliance: Big data enables more effective detection of fraud and non-compliance in real-time, potentially saving significant public resources.
• 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 administration of public services.

Studies on big data governance in public administration have highlighted the significant 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 assumptions 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 capabilities. The implementation of big data allows for a more efficient delivery of public 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 integral 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 administration, 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 precision, 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 efficient 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 practices 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 improved 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 intelligence 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 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, explanation, 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 technologies 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 imperative to address the potential challenges and pitfalls to ensure responsible and effective implementation of digital technologies in the public sector. This requires a comprehensive 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, challenges, and success factors. This mapping provides a visual representation of the various aspects associated with digitalization and highlights the need to address challenges while leveraging opportunities for success (Figure 2).

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 public 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 stakeholders, 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 software 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 bureaucracy to citizen centeredness through digital transformation strategies is instrumental in enhancing customer experience and improving public service delivery [14]. This transformation 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 landscape. 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 transparently 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.

The shift from traditional bureaucratic models to citizen-centered digital transformation 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 integration 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 technological 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 prevalent, 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:

• 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].
• 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.
• 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.
• 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.
• Governments should implement citizen-focused digital transformation and user experience [14,16]. This involves institutional change within public organizations.
• Digital transformation utilizes e-government to improve economic prosperity, sustainable development, and citizens’ living standards [15,23]. However, governments must overcome various transformation challenges.
• 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. Governments 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 engagement 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 technologies, 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 qualitative 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 assessments 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 meaningful 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 framework, 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 driving customer experience improvements [25,26]. By analyzing user preferences through conjoint analysis and evaluating public service ratings, organizations can tailor their digital 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:

• 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].
• 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].
• Customer Satisfaction: Using surveys, feedback forms, and social media analytics to gauge citizen satisfaction with digital services [25].
• 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].
• Economic Indicators: Analyzing economic data such as employment rates, business start-ups, and growth in the digital economy as measures of business climate improvement [23].
• Quality and Relevance of Services: Assessing the fit between the services provided and the actual needs and preferences of citizens and businesses [26].
• Transparency and Trust: Evaluating how digital transformation has improved transparency in government operations and how this affects trust in public institutions [13].
• Health and Social Outcomes: Analyzing the impact of digital services on health, education, and social inclusion, which are direct indicators of quality of life improvements [17].
• Innovation and Competitiveness: Measuring the extent to which digital transformation has fostered innovation, both in the public sector and in the wider marketplace, thereby impacting the business climate.
• 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 engagement 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 engagement 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:

• Customer Feedback and Engagement: Actively soliciting and responding to customer feedback can help tailor services to meet user needs effectively.
• User-Centric Design: Designing digital services with the user experience in mind, including ease of use, accessibility, and intuitiveness, prioritizes customer satisfaction.
• 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.
• Continuous Improvement: Implementing a cycle of ongoing evaluation and improvement ensures that services remain relevant and effective over time.
• Cross-Functional Teams: Collaboration between IT, customer service, and other departments helps align digital initiatives with customer expectations.
• Training and Support: Providing adequate training and support to customers when new systems or services are introduced helps ease the transition and improves adoption.
• Change Management: Strategic change management practices that address the cultural and organizational aspects of transformation can facilitate smoother integration of digital initiatives.
• Performance Metrics: Setting and tracking key performance indicators related to customer experience helps measure the impact of digital strategies and identify areas for improvement.
• Transparency: Being transparent about how customer data is used and giving customers control over their information can enhance trust and satisfaction.
• 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.
• 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:

• Ref. [11] emphasizes the importance of a data-driven discussion on the impact of digital 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.
• 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 initiatives effectively.
• 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.
• Ref. [27] provides evidence of digital transformation based on citizen evaluations of public service delivery in China. This study offers theoretical and practical implications 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.
• Ref. [12] discusses the emerging trends of digital transformation and artificial intelligence in public administration. The author emphasizes the need for significant structural changes to reduce bureaucracy and enhance the quality, productivity, accessibility, and transparency of public institutions. This highlights the potential for local governments to incorporate artificial intelligence into their digital transformation initiatives.
• 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.
• 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.
• 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.
• 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 digital transformation practices among local governments, covering aspects such as knowledge 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.

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 development. 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 vehicular networks requires a comprehensive understanding of digital transformation, public value creation, and citizen-centric service delivery. By integrating principles of data privacy, functionality, and user perceptions, governments can design effective schemes that safeguard data integrity while enhancing service quality and public trust. With the increasing 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 privacy 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 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 innovation 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 governance, 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.