Improving digital inclusion in e-government services in the European Union: A systematic literature review

The aim of this article is to conduct a mixed-methods systematic review to identify and synthesise quantitative and qualitative findings on the factors that influence digital inclusion in the use of digital public services. The Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines were followed. The sample included 76 articles. The key finding is that most enabling factors and barriers identified were socio-demographic, with age, education, digital skills and income being the most common factors. In addition, most recommendations for improving digital inclusion focused on educating citizens, either through information campaigns or training programmes. However, there is a lack of studies analysing initiatives to improve citizens’ digital skills for using e-government services. More qualitative studies are needed for an in-depth understanding of this issue.