Challenges of Digital Services in Public Administration in the Era of Digital Transformation: A Systematic Literature Review

The main objective of this systematic review was to consolidate current knowledge about the challenges and barriers to implementing digital services in public administration. The Proknow-C method and PRISMA flowchart were used to identify 1,613 studies and select 85 relevant articles (2019–2024) in the Scopus and Web of Science databases. The analysis revealed a clear gradient of technological sophistication, ranging from disruptive technologies (artificial intelligence, big data, blockchain) in developed countries to a focus on basic digital infrastructure in underdeveloped countries. Seven categories of barriers were identified, with institutional/organizational barriers being universal. However, the main analytical contribution lies in the contextual differentiation (by level of development) of the identified barriers. The contextual analysis demonstrated that the prevalence of economic and technical barriers varies dramatically, these being a critical and limiting factor in countries with lower Human Development Index scores. The findings highlight the need for contextualized strategies. The study proposes a “Contextual Barriers Matrix Framework” to guide managers and researchers. It concludes that the success of digital transformation depends on an accurate diagnosis of the local stage of development in order to prioritize overcoming the most relevant obstacles.