E-Government and Digital Service Delivery: Investigating the Adoption of Digital Platforms for the Purpose of Citizens' Service Access, Transparency Increase, and Administrative Efficiency Promotion

Mustafe Mahamoud Abdillahi

doi:10.37899/mjdpp.v3i1.324

Authors

Mustafe Mahamoud Abdillahi Department of Political and Administration Studies (PAS) Kampala International University, Uganda https://orcid.org/0009-0004-4743-3695

DOI:

https://doi.org/10.37899/mjdpp.v3i1.324

Keywords:

E-Government, Digital Service Delivery, Citizen Access, Transparency, and Administrative Efficiency.

Abstract

The literature review offers a focused synthesis of prior studies on the use of digital platforms in e government and their implications for public access transparency and administrative efficiency. Existing research is critically assessed to support the adoption of a multi level theoretical perspective that integrates technology acceptance models institutional theory diffusion of innovation and socio technical systems theory. This perspective frames digital adoption as a complex process shaped by institutional and social dynamics rather than a purely technical change. The review identifies key drivers of effective e government implementation including inclusive communication strategies technological capacity and political support. At the same time it highlights persistent constraints such as digital divides outdated institutional practices fragmented legal jurisdictions low levels of public trust and weak system design. The analysis demonstrates that digitalization often produces uneven outcomes. Access tends to improve mainly for groups that are already digitally connected while transparency initiatives may result in limited accountability. Efficiency gains are frequently confined to isolated administrative units without broader organizational transformation. Overall the review concludes that achieving integrated improvements in access transparency and efficiency is a challenging socio technical and political process influenced by contextual variation and uneven institutional maturity. It also identifies research gaps related to long term impacts artificial intelligence governance context specific implementation pathways and new measures of public value.

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