The Factors Influencing the Delivery of Digital Public Services - A Systematic Literature Review

By : Santulan Chaubey, Kritika Mathur, Dinesh Taneja

Page No: 121-136

Abstract
The digitalisation of public services in urban settings has made a paradigm shift in how citizens avail government services. The key factors impelling the citizens’ intent to use public service, the government’s commitment in providing public service, and the challenges faced in rendering efficient public services have all been covered in the study. The literature, a collection of qualitative and quantitative research methods, provides a deeper insight into the influencing elements responsible for adopting government services by the public. The influencing factors have been aggregated in this study into different categories. The study suggests that digital delivery of public service may fulfill the aspirations of the urban population provided that the service is helpful, easy to use, timebound, transparent, accurate, and incur minimum transaction cost. The influencing factors for the government in providing efficient service include public pressure, international pressure, and disrupting technology. To provide efficient services, the government faces the challenges such as digital, social, and economic divide, availability, and accessibility of technology. It is observed that there are opportunities for the research in the field of Digital Delivery of Public Service by capturing the government’s perspective, its design and technological innovations, and citizens’ zest for improving service delivery.

Authors :
Santulan Chaubey : Research Scholar, Dr B.R. Ambedkar University Delhi, School of Business, Public Policy and Social Entrepreneurship (SBPPSE), Delhi, India.
Kritika Mathur : Assistant Professor, Dr B.R. Ambedkar University Delhi. School of Business, Public Policy and Social Entrepreneurship (SBPPSE)
Dinesh Taneja : Director (IT), Dr B.R. Ambedkar University, Delhi, India.
 

DOI: https://doi.org/10.32381/NL.2023.55.04.7