Abstract

SANCHEZ GARCIA, Luis Martín. Digital transformation of the State and e-government: review of the impact on the quality of local citizen services. e-Rev. Multidiscip. Saber [online]. 2025, vol.3, e-RMS04102025.  Epub Nov 30, 2025. ISSN 2960-2467.  https://doi.org/10.61286/e-rms.v3i.282.

The impact of e-government as a key tool for the digital transformation of the State on the quality, efficiency, and accessibility of citizen services in local contexts. To this end, an exhaustive search was conducted in high-impact academic databases such as Scopus, Web of Science, and SciELO, covering publications between 2015 and 2025. Empirical research, previous reviews, and public policy documents addressing the implementation of digital platforms and processes in local public administration were included, applying previously established inclusion and exclusion criteria and rigorously following the PRISMA methodology. The findings reveal that e-government generates substantial improvements in operational efficiency, institutional transparency, and citizen satisfaction by facilitating procedures, reducing time, and optimizing resources. However, persistent challenges related to the digital divide, cybersecurity, and resistance to organizational change are identified, which limit its scope. Furthermore, it was observed that results vary significantly across local contexts, influenced by socioeconomic factors, digital literacy levels, and institutional capacities to sustain innovative processes. In short, the digital transformation of the State through e-government is emerging as a strategic driver for optimizing public services, but its success requires the design and implementation of inclusive policies, sustained investment in technological infrastructure, and digital training programs that strengthen both officials and users, thus ensuring equitable and efficient access to the benefits of government digitalization.

Keywords : digital transformation; e-government; citizen services; local public administration.

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