DIGITAL TRANSFORMATION OF PUBLIC SERVICES SYSTEMATIC REVIEW OF KEY SUCCESS FACTORS

The digital transformation of public services, particularly through e-government, is crucial to increasing the efficiency, transparency and accessibility of government services, especially in developing countries. Although significant efforts have been made, public sector organizations continue to face persistent challenges in the implementation of digital services, often leading to suboptimal outcomes. While numerous studies have explored critical success factors (CSFs) across different contexts, a systematic consolidation of these findings remains limited, hindering both theoretical integration and practical application. This systematic review addresses that gap by applying the PRISMA approach to data collected between 2004 and 2024 from the Scopus and Web of Science databases, aggregating findings from multiple case studies conducted across various countries. The analysis consists in identifying and detailing the determining factors for the successful digital transformation of public services, in order to support the implementation of new initiatives. The results highlight factors such as strong leadership and governance, availability of technological infrastructure, security and confidentiality of systems, as well as quality of systems, information, services and ease of use. In conclusion, this study proposes a structured framework for the implementation of sustainable and scalable digital public services, and enhancing the inclusiveness of public services.