Impact of Electronic Government on the Delivery of Public Services: A Meta-Analysis

This meta-analysis studies the impact of electronic government on the delivery of public services, synthesizing findings from six empirical studies published between the years 2019 and 2024. E-government defined as the use of information technologies by government agencies to transform relations with citizens and businesses has become relevant in modern governance. This study employed a quantitative research design, where meta-analyses guided by the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) protocol were mainly used to determine the impact of previously done studies on using the electronic government on the delivery of public services. The studies included in this analysis explore various aspects of e-government's impact, including its influence on service quality, efficiency, effectiveness, citizen participation, and satisfaction. The results of the meta-analysis revealed a positive overall effect of e-government on public service quality, with a weighted average effect size of 8.774 (95% CI [-1.3747 to 1.6085]), indicating a moderate to large effect. Specifically, e-government initiatives were found to lead to improvements in the efficiency and effectiveness of public service delivery, as well as increased citizen participation and satisfaction with government services. Despite these positive findings, challenges such as insufficient quantitative data and language barriers persist. Strategic integration and continuous evaluation of e-government initiatives are crucial for maximizing their impact on public service delivery. Policymakers and practitioners should continue to invest in e-government strategies to enhance service delivery and foster inclusive governance. In conclusion, this meta-analysis contributes to our understanding of the multifaceted effects of e-government on public service delivery and highlights the need for further research to address existing challenges and optimize the effectiveness of e-government initiatives.