The Role of E-Government in Enhancing Administrative Efficiency and Public Service Quality for Society

Abstract

The rapid advancement of information and communication technology (ICT) has revolutionized public administration, particularly through the implementation of e-Government aimed at improving administrative efficiency and the quality of public services. This study examines how e-Government contributes to efficiency in local governance and its influence on public service delivery from a citizen perspective. Employing a qualitative approach through a systematic literature review, data were collected from scholarly journals, government reports, and official publications retrieved from Scopus, DOAJ, and Google Scholar databases. Content analysis was used to synthesize findings and identify key themes regarding digital transformation in governance. The results show that e-Government enhances administrative efficiency through process automation, data interoperability, and reduction of bureaucratic layers. Moreover, e-Government strengthens public service quality by promoting transparency, accessibility, and accountability, while fostering citizen trust through responsive digital platforms. However, challenges persist, including uneven ICT infrastructure, limited digital literacy, data privacy concerns, and institutional resistance to change. To optimize these benefits, governments must enhance digital infrastructure, improve civil servants’ digital competencies, ensure data protection, and design citizen-centered service systems. This study concludes that e-Government is not merely a technological innovation but a governance transformation that requires institutional integration and citizen engagement to achieve sustainable efficiency and service quality.