E-Government Innovation Initiatives in Public Administration: A Systematic Literature Review and a Research Agenda

• Published date: 01 October 2023
• DOI: http://doi.org/10.1177/00953997231185847
• Author: Marcelo Koji Kawabata,Alceu Salles Camargo
• Date: 01 October 2023
• Subject Matter: Articles

https://doi.org/10.1177/00953997231185847

Administration & Society

2023, Vol. 55(9) 1758 –1790

© The Author(s) 2023

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DOI: 10.1177/00953997231185847

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Article

E-Government

Innovation Initiatives in

Public Administration:

A Systematic Literature

Review and a Research

Agenda

Marcelo Koji Kawabata1

and Alceu Salles Camargo Jr.1

Abstract

This study presents a systematic literature review (SLR) of e-government

innovation initiatives focusing on public services and administration. Our

SLR included 704 peer-reviewed studies published in scientific journals

between 2000 and 2019. The final sample comprised 70 studies that

were read fully, from which we identified four distinct cluster themes

and objectives. We then classified them into four clusters, representing

an evolutionary view with different stages of e-government initiatives.

Further, the study pointed out themes and initiatives to drive future

research agendas in e-government.

Keywords

e-government, public administration, systematic literature review, e-gov

initiatives and stages, e-government evolutionary view

1School of Economics, Business and Accounting of the University of São Paulo, Brazil

Corresponding Author:

Marcelo Koji Kawabata, School of Economics, Business and Accounting of the University of

São Paulo, Av. Prof. Luciano Gualberto, 908, Sao Paulo 05508-900, Brazil.

Email: mkawabata@usp.br

1185847AAS0010.1177/00953997231185847Administration & SocietyKawabata and Camargo

research-article2023

Kawabata and Camargo 1759

Introduction

Electronic government, or e-government, presents innovations that have

reshaped how the government offers and operationalizes its services and

improves interactions with citizens. More accurately, it involves employing

information and communications technology (ICT) to support public services,

democratic processes, government capability administration, government’s

relationships linked to public service operations, state relationships related to

public policies such as e-participation and e-democracy, administrative and

institutional reforms, the society, and individuals (Dawes, 2008). Better and

more efficient public services, government responsiveness, accountability, and

transparency are some of the benefits that public administration seeks to

improve through e-government initiatives. Driven by this trend, citizens, civil

society, and nonprofit organizations demand voice and participation in govern-

mental decision-making processes; more efficient and transparent allocation of

resources, ethics, and democratic responsibility with public assets; and ratio-

nality in dealing with public expenditure.

E-government is an essential technological innovation that has affected

recipients’ lives over the last few decades. It originated as a practical field to

encourage government innovation through ICT and to improve government

activities’ operation (Chung, 2020). Therefore, e-government received con-

siderable attention, and its beginning is attributed to the National Performance

Review in the US, as the federal government promoted e-government imple-

mentation in various public services (Gore, 1993). Governments have made

many successful strides toward e-government. Online implementation of tra-

ditional government-related processes, procurement certification, purchases,

voting, tax refunds, social security benefits, license renewal, and business

permits has become even more accessible. Moreover, such online use tends

to increase the processes’ availability and user acceptance, especially consid-

ering that social media, smartphone apps, and SMS/RSS updates are increas-

ing in 193 countries, according to the United Nations (2018).

Gronlund (2002) defined e-government as more efficient government,

online and high-quality services for citizens, and democratic processes

based on internet technology. Gil-García and Pardo (2005) described

e-government as using ICTs to improve public services, enhance manage-

rial effectiveness, and nurture democratic processes. According to Heeks

(2002), while e-government involves improving internal public sector ser-

vices as an initial step, it is defined as improving the citizen-government

relationship and building better external interactions within public agencies

and other institutions, such as private sector companies, non-profit organi-

zations, and civil society institutions.

1760 Administration & Society 55(9)

Many definitions of e-government come from the practice field, recogniz-

ing the need for improving public service through technology and focusing

on the government’s primordial role in society (Gronlund & Horan, 2004).

Thus, ICTs and related innovations should drive, in the long run, the common

good and public interest (Brewer et al., 2006). Therefore, e-government

enlists the government’s ICT use to transform relations with citizens, busi-

nesses, and other government levels by delivering better public services,

enhanced communication and interaction, and citizen empowerment; this

culminates in relevant cost reductions, increased transparency and account-

ability, less corruption, and greater convenience (Vyas-Doorgapersad, 2009;

World Bank, 2015). More comprehensively, in this study’s definition, e-gov-

ernment involves ICT employment in public administration blended with

organizational restructuring and new human capital capabilities to improve

public services, better meet citizens’ diversified needs, and support and dis-

seminate democratic processes (European Union, 2015; Jaeger, 2005).

Further, e-government can be a strategic driver to simplify procedures, make

transparent public spending and contracts, enhance accountability, promote

social inclusiveness, and increase public-private partnerships (PPPs) toward

better community solutions in some specific services (OECD, 2016).

However, innovative technology may introduce novel risks and greater

citizen interaction expectations that governments may not be prepared

to meet (OECD, 2014). Complex dilemmas may arise simultaneously.

Policymakers must address ethical dilemmas while balancing privacy and

openness, requiring increases in digitalization to achieve policy goals and

an acceptable rate of change, as well as empowering citizens and civil

servants to allow automation and user control as defaults (OECD, 2014).

Nevertheless, there remains enormous potential for technological progres-

sion and enhancement of public governance through collaborative innova-

tion (Sørensen & Torfing, 2011). For this, the OECD (2014) recommended

engaging citizens and creating open governments to improve public trust

through information quality and channel characteristics (Venkatesh et al.,

2016). This can be done by using public sector social media (Porumbescu,

2015) to establish robust digital governance for better collaboration results

or sustainable development governance among governments, communi-

ties, and support networks (Hawkins & Wang, 2012) as well as reinforcing

capabilities to achieve effective ICT initiatives.

One way of addressing e-government deployment is analyzing five

e-government objectives: (i) establish a policy framework, (ii) enhance pub-

lic services, (iii) pursue high-end and cost-effective government operations,

(iv) increase citizen engagement in democratic processes, and (v) promote

institutional reform (Dawes, 2008). Another way is through various ICT