Digital governance for better services with mapping of ICT applications in public sector service provision

Author

Helen Dian Fridayani, Muhammad Younus , Yuli Isnadi, Li-Chun Chiang and Sindy Widyasari

Abstract

Purpose This study explores the role of Information and Communication Technology (ICT) in advancing digital governance within public sector service provision. Despite the growing body of literature, existing studies remain fragmented across domains such as e-government, smart cities, and digital transformation, limiting a comprehensive understanding of how ICT shapes governance systems. Design/methodology/approach To address this gap, this study employs a systematic literature review combined with bibliometric analysis of 240 Scopus-indexed articles (2014–2025), utilizing tools such as VOSviewer, Biblioshiny, and CiteSpace to map publication trends, thematic structures, and knowledge evolution. Findings ICT serves as the core foundation of digital governance, interlinking e-government, smart cities, and digital transformation while simultaneously promoting transparency, accountability, and citizen participation. Four dominant thematic clusters emerge: (1) governance and innovation; (2) smart cities and service digitalization; (3) digital divide and cybersecurity; and (4) social inclusion and policymaking, particularly accelerated during the COVID-19 pandemic. The analysis highlights three key policy priorities: strengthening ICT infrastructure and digital literacy; developing inclusive, accountable smart city governance; and promoting citizen engagement through secure digital platforms. Despite these opportunities, challenges persist, including digital divides, limited institutional capacity, and risks associated with algorithmic governance. Originality/value This study contributes by providing an integrated, systematic mapping of a previously fragmented research field, identifying key knowledge gaps, and proposing future research directions in artificial intelligence, data ethics, and sustainable digital governance.